From first enquiry to installation was very quick--just over a week. The initial survey visit included a very clear explanation of the plan I was signing up to and how it worked. On the day I had an early morning delivery of the boiler and all the parts that might be needed, from pipe down to screws. The installers arrived 2 hours late, but phoned me in good time to say they were caught up in M25 traffic. Even with the late start they finished installation in good time; they worked hard and without a break for about 5 hours. When they finished they went through the rewmote controller with me and left me with 3 large manuals and a clean house. After about a week I was not sure the boiler was functionint properly, and had a visit from the head engineer based in Bristol (I live on the Sussex coast). He spent a couple of hours with me, inspecting the installation and explaining the finer points of the control system and suggesting the best settings for me. Since then the system has worked exactly as I would like it too, and monthly gas reading suggest a reduction of at least 50% on my previous usage. I am very happy with the boiler and its perrforance, and I am confident that should I need it I would get prompt service from HSB.