Liberty Gas Group Limited

Darren Anderson

3 months ago

I've been waiting all day because they texted me to book an appointment, so I took the day off. I even called them this morning to ask what time they'd be here, and they said after one. Now I just called them again, and they said they went out on an emergency, so they won't be coming today. This isn't good enough for a big company like this; they should at least have the decency to call their customers to try and reschedule.so now they are coming tomorrow, as I said, can't comment until he, but then now they've just booked in the morning appointment

Trixie

3 months ago

Extremely poor service – avoid if you expect professionalism I recently had a gas safety inspection carried out by this company, and the whole experience was unacceptable. I was not given proper notice that an engineer was attending. The engineer arrived on a wet day and attempted to enter my home with wet, dirty boots. He did not have shoe coverings, and I had to provide my own. Anyone working in customers’ homes should arrive prepared with basic protective equipment. The engineer seemed unprepared and unfamiliar with the property layout, attempted to go into the wrong room, left taps running for around 20 minutes without explanation, and then asked if I had a loft ladder. After rejecting my step ladder as unsuitable, he went back to his van and returned with his own ladder. He then complained about the ladder being dirty and expected me to provide blankets or towels for protection. This should be something an engineer arrives prepared for. He also commented that other customers do not mind their homes getting dirty or ask for shoe coverings. That is irrelevant — every customer’s home should be treated with respect and the same professional standards. The inspection took around an hour, despite previous inspections I have experienced taking around 10–15 minutes. The engineer stated he was very busy and had other jobs, yet remained outside my property for around 30 minutes afterwards. After the visit, I noticed the boiler controls had been changed and a mess was left behind. Since the inspection, the boiler has also started making an unusual noise when the hot water is turned on. I contacted customer services and was told a manager would call me back, but nobody did. I also emailed and received no response. When I later received the gas safety certificate, I found errors, including a customer signature that I did not provide and my cooker being recorded as “unknown” despite the details being visible. I have also experienced poor communication when trying to arrange the inspection, with staff being unhelpful, speaking over me, and refusing to properly log my complaint. Looking at other reviews, it appears similar issues have been raised by other customers. This suggests there are ongoing problems with service standards, communication, and quality control. Very disappointing experience. I would not recommend this company and believe their contract with housing providers should be reviewed.

Les Wakelin

3 months ago

Reported our boiler not heating the water taking 3 min to warm up engineer come out June 11th 13th 17th & July 11th said it was OK overtime lasted about day also the engineer broke our step stool said nothing rung 6 times still no apology 🙄 😉