If it wasn't for the out of hours service I wouldn't use this firm, from an organisational perspective they are shambolic. l Had an engineer come out on en emergency appointment to look at a problem with my hot water. Part was ordered and booked in for a further visit 3 weeks later. Took time off work, waited for engineer to arrive at 8am. After calling the office received a call back from the engineer to say the part was in Italy. Was assured the office would monitor and call me once the part was received. No call!. Rang the office, 6 weeks after the original callout, was told the part had been delivered some time ago. Made an 8am appointment. By 8:30 no engineer, so I called the office and an officious lady told me first call appointments were between 8 and 9am. I rang again at 9:10, the lady I spoke to this time apologised and contacted the engineer, who was stuck in traffic following overnight snow. When I spoke with the engineer, he told me he had been telephoned by the office following my first call and told the lady he was running late, unfortunately she didn't have the courtesy to tell me this.