I have been trying to get our hot water fixed by Scottish Power’s Home Comfort for 5 days. Last February, it took them about 3 months to sort out a hot water problem. At that time they said I needed to flush out my radiators- but my boiler was only 2 years old then after doing battle for a couple of months, they finally sent an engineer who said it’s a faulty diverter valve and not clogged radiators! The boiler was fine for a few months. This time, The engineer came out the very next day to tell me I needed a “heat exchange plate”. (the cost is only £39.00 for this part). He even showed me the part I needed in the manual and circled the part number. He did not even open the boiler to check it. All he did was run my hot tap and tell me the water isn’t very hot! Even I knew that! He left and I heard nothing for 4 days so I called them back today. This is negligent treatment to not even bother to call back to tell me I am supposedly not covered! They said I am not covered because my radiators need flushing and they don’t do flushing! I said, my radiators are fine! I have heating- just no hot water! It’s the boiler! They refused to help. I ended up in tears when they refused to even accept that my central heating is great- just no hot water! She kept saying, "Your central heating is broken" I kept saying, at least 4 times, "No, my central heating is fine! I have NO HOT WATER!" I explained that the water doesn’t even run through the radiators before it comes out of the tap!!! I am on their Platinum Cover. Please, if you are on this cover, cancel it because no matter what is wrong with your boiler, they will tell you to flush your system and say they do not cover radiators – even if it is your hot water that needs to be fixed! I wonder if there is some sort of ombudsman to complain to? I am also in the over 60′s age group and with a disabled teen son- so we are supposed to be priority. They were hopeless. The lack of communication and lack of respect when contacting the call centre is unacceptable. Waiting time for calls to be answered are so long! No one calls back when the say them will. I have asked to speak to a supervisor but there aren’t any. The people who answer the calls cannot actually solve any customer service issues! The would not listen to me when I begged them to understand my heating is fine- I haven’t any hot water. When I finally became exasperated and began to cry, the lady yelled at me. Oh it is so horrific. I just do not know what to do! I have been paying about £13 a month for about 5 years now. For nothing!