BG HomeCare - What a joke! My mother (78) took out HomeCare so she didn't have to bother me if anything went wrong. Nice theory except that BG could NOT organise a pppparty in brewery. It was simple problem. Immersion heater had gone. With a local plumber it would have gone like this: Plumber turns up starts tank draining, checks immersion heater and if one on his van then has a cup tea while tank drains, otherwise trip to local builder's merchant to pick up part. Fits part. Turns water back on. Job done, about 1/2 a day a most because it's a big tank (Econ 7) on ground floor so bottom is 2 foot off the ground. And how long did BG (or Dyna-rod their agents) take? 10 days and 4 missed appointments. And those were 4, you have to wait in all day, appointments. And here is where it gets stoopid. You can can phone and book an appointment but half the staff think you are cover and half think you're not (despite it saying on page 12 under plumbing cover, immersion heater). The half that think you don't have cover cancel the appointment and don't bother to call you to tell you (yeah what is that thing called customer service?). Dyna-rod "customer service" tried to explain this to me as something like, all immersion heaters are gas so we don't do immersion heaters, except if you're not on gas then we do, but since we don't we automatically cancel callouts that say immersion heater. Didn't make any sense to me either, sounds a bit like all animals are pink (on the inside), all elephants are animals therefore all elephants are pink. It was funny when I was 8, it's not funny when it's an excuse from "customer services". And here's another WTF moment. In response to the threat of going outside and sending them the bill an appointment is booked that they say they will keep. Doubting this I chase them early and repeatedly, pointing out that it takes a few hours to drain this tank so turning up a 5pm isn't going to work. Oh we weren't going to do the job today we were just going to turn off the hot water and drain the tank. WHAT? You mean you're going to make the situation WORSE and then go away? No hot water AT ALL (by this time we had worked out that we could use boost to provide a small amount). And now they offer compensation, about £30 which by my reckoning is £8/day or £1 an hour. And that's not counting the faxes and phone calls. Basically if BG ran the NHS then ambulances would all be black as they'd be hearses! A local plumber would have had this sorted in half a day as soon as he could fit you in. For that amount of my time it has take I could have done it rather than chasing the numpties at BG. In case any one needs it here is the complaint line for BG (Centrica) Phone: 01784 878872 fax: 01784 874070 took a bit of tracking down since BG do not put that on their web site (I wonder why).