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All Gasway boiler installations are eligible for our totally assured coverplan with NO excess charges, UNLIMITED callouts and SAME-DAY callout service available. Please see our website for further information and terms and conditions: https://www.gasway.co.uk/our-services/cover-plans/
Reviews 756
Trettie
Nov 12,2020I have had a coverplan with Gasway for 12+ years. My boiler was already a dinosaur when I originally took out my cover with Gasway. The Gas Engineers that service it every year have always been great & I've never been pressured or encouraged to replace it, unlike my experience with other firms previously. I've called Gasway out to fix the boiler when it's broken down 5 times since I've had my coverplan (my boiler was positively geriatric). They've always sent an engineer the same day or the next if I've called late in the day. Last year my 25+ year old boiler came to the end of its life & Gasway replaced the boiler with a new one along with all the radiators in our home. The installation staff were great. When I needed an particular electrical test certificate for my Leasehold management company Gasway arranged for an Engineer to come out & complete the test so this could be issued. It took a few calls to get the certificate sorted as it is not something they issue as standard, but I got what I needed in the end. Overall I have great service from Gasway for the last 12+ years & thoroughly recommend them.
Susan Rush
Nov 04,2020Really wanted to talk though the service received with someone from the ‘feedback team’. Have not been able to - advised to continue with the feedback forms. Basically, my 85 year old mum who lives alone called to report that she had no heating. She called Gasway because she has a boiler servicing plan with them. Loyalty she says! After waiting ages to report it, and days for a return call and an inspection it was a confirmed it was the water pump. They would order relevant ‘spare part’? Returned with ‘wrong part’, then returned another time and claimed unable to fix as system too old or something similar. She was then offered by telephone an assessment for installing a new boiler? We chased and chased for appointments and assurances that this time had the correct ‘spare part’ and then to add insult after making a 8-9am appointment, no-one turned up and there was no call to apologise or explain. She had to chase again to ask where they were. Would have liked someone to have ‘owned’ this whole issue and seen it through with full explanations along the way. Overall, no issue with politeness of staff on phone, nor when they did arrive for appointments. In the end all it took was a family member after asking questions and making own enquiries to tap the pump with a mallet to free it up - Mum was 3 Weeks without heating!!! She will no longer turn it off completely for 8 months!! So what were Gasway aiming towards, a new boiler? A replacement pump? Even suggested needing a separate tank to supply the heating. Very disappointed with the whole experience. UPDATE - Immediately upon posting this review - received a response from the feedback team asking me to make contact. Have now done this, and feel a lot better that someone is now interested in this matter and are going to look into it for us. Although the problem has been self resolved Mum is pleased someone is now taking an interest. Credit where credit due, thankyou Lauren.
David
Nov 02,2020An efficient friendly service, Gasway know what they are doing and the do it well!
Mrs Jacqueline Nicholls
Oct 30,2020very good service from Gasway and the service engineer.
Happy customer
Oct 30,2020thank you very much.
Mr Gunn
Oct 30,2020Your man seemed to be very thorough and did a good job, also very polite.
IJ
Oct 30,2020Pleased with the booking process. On the day there was an issue once they had serviced the boiler and unfortunately it did take nearly 5 hours to get an engineer back to sort the problem but it was sorted. The whole Covid situation probably didn't help however, I am more than pleased with the service they provide.
Frank Gibbs
Oct 30,2020Excellent service. Quick response and friendly engineers. Would highly recommend
MICHAEL
Oct 30,2020Good reliable service as always -efficient and timely.
We are Clinical Freedom
Oct 29,2020I am a medical professional working in the height of the pandemic. My heating and hot water failed with a boiler fault and as luck would have it the immersion heater also failed. My insurer Esure provides me with home emergency cover and so I made a claim expecting a speedy resolution. I made the claim at 9am on Friday 23rd October 2020 and was impressed when I was contacted by Gasway within an hour. That is where the good journey ended and the nightmare began. I was advised that an engineer would be with me with 30 minutes notice anytime up to 6pm. A number of calls were made to Gasway during the day and a number of lies about the engineer's location followed. The engineer eventually turned up at 9.30pm! and having wasted a day of my life on these people I took it in my stride. Apparently if you are next to be seen and a call comes in that is close to the engineer's location he will see them before you! As Gasway have a contract for Norwich City council houses and also some housing associations you stand a good chance of multiple people jumping in front of you. The engineer had no PPE and continuously moaned about my boiler installation. He left saying that the repair could take up to a week and that as it was a Friday and the office was closed on weekends no parts could be sourced, that someone would call me Monday. I told him that I also had no immersion heater to which he basically said 'Not my problem, I only do one job for one fee'. With that I had no choice but to move out of the property. On the Monday I received no call from Gasway and decided to call them for an update. The girl at their end said that the engineer's report says I stated I would get the job done myself so nothing had been done. I complained that he had lied and was told that the customer resolution team at Gasway would contact me that day. I heard nothing from Gasway and on Wednesday 28th October decided I needed to get this sorted to be able to move back to my house. I instructed a local gas engineer who completed the job the same day! I can now see patients again without the extreme stress and inconvenience that Gasway have caused. I urge anyone who has contents insurance with home emergency cover to stop the process immediately they are put in contact with Gasway and insist on an alternative service. These people are worthy of a BBC Watchdog rogue trader feature and should be exposed for what they are. If you were thinking that the dire reviews around the internet were random please think again because they are not, they do lie, they are unreliable and they are definitely the last people you should have at a time of need.
Gillian
Oct 24,2020I have always had prompt, courteous and friendly service from Gasway and this visit for boiler servicing was no exception.
Customer
Oct 24,2020Gasway always respond quickly and are there to help however small the request.
P Quinn
Oct 24,2020Good service, polite and helpful engineer
Mr and Mrs . Brown
Oct 23,2020Always reliable!
Neville
Oct 23,2020Last winter a leak was discovered in the gas pipe under my house. British Gas turned off the gas supply. I called Gasway to speak to the Service Manager. The receptionist informed me that he would call me back. He didn't. I called again the following day as I felt 'old and cold' without central heating. The Manager did not contact me. I went elsewhere for better service. This company had to completely replace the gas pipes in my house bypassing all the existing pipes.
Alistair Mackie
Oct 23,2020Excellent - arrived as scheduled and carried out boiler service efficiently and without problem despite Covid.
Rox
Oct 05,2020Absolutely DISGUSTING service. First phoned on Sun 27/9 and someone came out on Monday around 8pm. They said the solution might be temporary, and to call back if the issue happens again. Which it did. The very next day. I phoned up Tues morning (29/9/2020) and explained what the engineer had told me the previous evening, and was promised a call back that I never got. So I phoned up weds30/9/2020 about it and nobody had even logged my call Tuesday - there was no record of it!! Weds evening he phones me at gone 7pm to say he could get to me but wouldn't be until midnight. I decline because WHO THE HELL lets someone in their house at that time? I live in a block of flats and would have been VERY uncomfortable letting someone in the building that late. And so I called back AGAIN on Thursday. The snotty lady on the phone made out that it was my fault they couldn't prioritise me that day (Thurs 1/10/2020,) because he had tried on Weds to call, and I had declined the midnight visit. Thursday afternoon, the same engineer showed up, and said he would put my part replacement through as an emergency and to wait for a call from the office. Still no call by Fri morn (2/10/2020,) so I called them back for the umpeenth time, and the person on the phone said he'd try and sort a call back that day. it didn't happen. He said all he could do was send an "urgent email." I called out of hours emergency on Sat (3/10/2020,) to chase this up, only to he told the people I needed to speak to don't work weekends; furthermore, I was advised they cannot install replacement parts on weekends. They have no business being called out of hours emergency because they are inept and cannot deal with emergencies out of hours. In the very least expected a priority call this morning (Mon 5/10/2020,) and haven't had one. So I called back. AGAIN! surprise surprise, the person I need is "unavailable" and the poor woman sent another email. I've a toddler at home and these people know this, as its been pointed out multiple times. I am now on day 8 without hot water and these cowboys couldn't care less. The service is frankly disgusting and unacceptable and I am pig sick of being fobbed off.
Sacha Holt
Oct 02,2020My boiler packed up at the weekend, on the Monday an engineer came round and the diagnosis was that a new gas valve was required which would cost £214 . I was ok with this and the part was ordered. Another engineer came round on the following Thursday to fit the new gas valve. He then told my partner that this was not the problem and the diagnosis given had been incorrect. However he did eventually fix the problem but I was still charged £214 for a gas valve that the engineer said wasn't required. No explanation as to what he actually did. Will not be using gas way again.
Mark Peers
Sep 22,2020My heating and hot water is covered by a Domestic & General insurance. I had a leak meaning no hot water and no heating so reported it to D&G on Friday. They accepted the claim and put me through to Gasway. It took Gasway 20 mins to answer the phone. I then got a completely disinterested guy on the phone. Eventually he offered me a service call on Tuesday between 8am and 1pm. That's 4 days later. I said that wasn't good enough and could he do it earlier. He told me that was the best he could do and if I didn't like it I should take it up with my insurance company. I called D&G and a very helpful lady said that Gasway were their only service company in my area but she would call them and see if she could get a quicker service. I took her 20mins to get Gasway to answer the phone. She was told that my appoint was for Wednesday not Tuesday (as I had been told). She was told my appointed would be changed to Tuesday. She told me that Gasway would contact me about my complaint by midday on Saturday. Needless to say I've heard nothing. I arranged to be at home this morning (Tuesday), at 11am I received an automated text saying that my engineer visit is booked for WEDNESDAY!! This is dreadful service Gasway.
Rusty McTweed
Nov 12,2020On Monday the team led by Josh and comprising Warwick and Brandon, landed at our bungalow. They told us what they would be doing, how long it would take and what disruption would take place. They are the nicest, most professional, hardworking team. They tidied up, they had an excellent work ethic and are very thorough. They rarely stopped for a break and got an electrician out quickly. These lads are a force to be reckoned with. I hope that their boss reads this, as they make you look incredibly good! Thanks, Lads, you are always welcome here!