Home Utility Group Limited

GAS LEAK ON FIRE Days after HUG's service technician's visit I became aware of the smell of gas coming from our fire. HUG recommended that we call out Transco who arrived promptly. The gas engineer traced the problem to a perished washer and after capping off the gas supply suggested I call HUG back to make good the repair. At this point I'd paid an additional service fee for the fire and thought that HUG would resolve the problem as a good will gesture. After-all they had caused it! Unfortunately our trust in this company had been sadly misplaced. After 10 days of silence following an initial promise to track down the required part, I decided to call them for an update. There followed half an hour of denials that it was their problem. HUG then grudgingly offered to look at the repair for a massive £250 on top of what I'd already paid for the service! Needless to say I was furious at being let down so badly and told them that I would get the repair and future fire servicing done elsewhere. My gas fire is still capped off! BOILER PROBLEM Just over a week after the HUG service technician's visit, the boiler started to behave unpredictably and eventually began shutting down when ever a hot water tap was used. This left us with no hot water for around four days. The problem was eventually resolved by HUG calling out a specialist boiler engineer who remedied an internal blockage, which he reported had almost certainly been triggered by the recent service.

We have had nothing but issues from the start. The contractors sent to install our boiler refused to wear masks during lockdown despite this being agreed beforehand. The installation was very sloppy and resulted in many issues. They didn't put in a proper soakaway, they filled a cavity wall with newspaper and didn't properly seal the outside wall resulting in mould and a pipe burst a week or two after installation flooding the house and needing an insurance claim. It took many calls and emails to get anything sorted and often they would just stop all contact. The workmen who came to fix the issues told us they were new contractors and didn't do the work right! They admitted it had been done wrong! However, the customer service team believe this is fine and I should still have to pay the full amount even though I have received substandard workmanship and had to spend many hours sorting issues! Also, to top it off I've had countless phone calls over the past month trying to book me in for my yearly service. Shows where the companies priorities lie!

HUG specified and installed a whole new central heating system, replacing individual electric panel heaters. The initial salesman, Shawn was very friendly and hassle free, and provided a very cost competitive quote. Able to plan in work dates to suit ourselves. The engineer, Chris was fantastic and were very pleased with his work. He was very courteous, friendly and ensured he obtained clarification from us when needed but mainly was able to effectively install the heating system without issue. He went above just installing the system by ensuring it was aesthetically pleasing and neat was well. Finished work in scheduled time and now enjoying a warm house!

We contacted HUG when our boiler broke down based on recommendations online. They delivered at every opportunity from our initial call with polite customer service to the surveyor who came to see us. The engineers who came to see us were early and were very thorough with their work and ensured we were happy before leaving. Boiler has been running over a month now and we are very happy.

I would not be getting these people to fit your boiler. Surveyor told me they would arrive at 8am as they need to be here all day for the “power flush” my fitters eventually turned up at 1 pm no power flush. Two radiators need bleeding. One radiator left full of gunge which will need disconnecting and flushed, even though I told the so called fitter before he left. House left in such a mess when I complained I was met with deafening silence. They do not care about you once they have your money 🤬

Employed ‘Hug’ to replace our boiler system and they went to great trouble to design the system and give a detailed specification and explanation of the desired solution. Fitted it over a couple of days in November and the guys were superbly professional and did an excellent job, not leaving until both they and we were 100% happy. Couldn’t recommend them highly enough - a pleasure to deal with Chris and Luke was a great fitter - both worked very hard indeed and were extremely professional at all times.

Chris arrived on the stoke of 8am, quickly and quietly surveyed the work areas and got straight on with the job. Apart from making sure he had a hot drink while he was working, and his occasionally checking on radiators, we would hardly have known he was in the house. He carried out the work scheduled in our quotation carefully, thoroughly and considerately. He explained what he had done, provided us with all operating and maintenance manuals and made sure that we were fully aware of the operating instructions. The system is running perfectly and we've already been able to adjust the DHW temperature to suit prevailing conditions. We are absolutely delighted with every part of the service we have received from HUG Ltd and would have no hesitation in recommending them to others for the quality of their product, workmanship and customer care.

Very friendly. Communication throughout very efficient. Installer knowledgeable and very conscious of social distancing and other COVID requirements. Would definitely recommend.

Ordered full central heating including boiler and 7 radiators, the 2 installers arrived dead on the allocated time and got straight to work after giving me clear guidance on what would happen including how to move my kids around to kept in line with the covid guidance. Both were polite, helpful, and they never stopped for to days. I have had a few traders come to my house this year and some were rude, disrespectful and dishonest but these 2 from HUG were spot on, good manners and respectful to all my family and worked around me as I was running virtual courses online in my living room. Would definitely recommend the service.

Installer Tom did a nice job. Lovely straight runs of pipeworks and he cleaned up after himself as he worked. It is wonderful to have reliable heating and hot water again! I’m not particularly happy with Chris who came round to quote for the job. He didn’t tell us, or the installer, that the existing boiler cupboard would be too small for the new boiler. And he could have warned us that the water would be turned off for a few hours.