T Brown Group Ltd

Incompetence at its finest. My boiler broken down 4 days ago, an engineer attended & said the F27 fault code meant we needed a new PCP board for the boiler, however, he didn't have one in the van, so would need to order it and rescheduled an appointment for today between 1pm - 5pm. It got to 4pm today and no one had shown up, I called T Brown, was on hold for 45 minutes and then the call was cancelled, they put the phone down. I called my landlord (peabody) as it was 5pm now & no one showed upp (not a text, phone call from T Brown, nothing) to inform them of the situation & that we have not had hot water or heating since friday, peabody then called T Brown to get an emergency engineer out to me to attend with the PCP board needed to fix the boiler. 7.30pm this evening, engineer turns up, no PCP board, nothing was communicated to him, he was clueless, the engineer then went into his system & told me the PCP board had not even been ordered and that MAYBE someone could come tomorrow afternoon to fix it. No heaters offered. Apparently the engineers get the phone put down on them by the call handlers at the T Brown call centre aswell. I am now lodging a complaint and will do everything in my power to ensure that peabody trust does not renew their contract with T Brown. All the reviews on here say the same thing; this company Incompetence is staggering, staff are rude & no one does their job. Shame on you T Brown, you are making people's lives a misery. You deserve to be closed down permanently.

This company are so incompetent it is bordering on criminally negligent. On multiple occasions, we have caught T Brown employees sleeping FOR HOURS in their van outside our building when they are meant to be completing repair jobs. On 2 occasions they have then driven off and claimed they tried to do the repair?! I am desperate for Peabody to stop working with them. 12 months ago we had a boiler issue at our flat with no hot water. We were told a replacement heating plate needed ordering and would be, however we never heard about this again. Fast forward to this winter, I request a call out and am told an engineer will come between 10am-1pm so I change my plans accordingly. The engineer arrives at 8PM! He unclogs a filter which means we get about 30seconds of hot water, and says a heating plate also needs ordering (I KNOW THIS FROM A YEAR AGO) but said that it might not be worth ordering one as the orders 'get lost in the system and the part just won't arrive or will be ignored' (how is this acceptable?). I ask him to order one anyway. 3 weeks later we ring up on a Monday and are told an appointment is in the diary for Thursday as the replacement part has arrived, so I make plans to stay at home on Thursday rather than go to work. I ring up midday and am told this appointment doesn't exist and the conversation re: the new part arriving never happened?! Management then escalate this, an engineer arrives the next day WITHOUT a replacement part and seemingly no idea of what needs fixing..it's unacceptable. All in all, we are now 5 weeks without hot water and 0 communication from T Brown. Horrendous service, would never recommend them to anyone. Would give 0 stars if I could.

I have an invisible disability and I had my annual gas safety and service check completed by T. Brown Group. My experience was a mix of professional punctuality and some disappointing technical and communication issues. ​ The Positives: ​ Communication: The engineer called shortly before arrival to let me know they were on their way. ​ Punctuality: They arrived within the provided time window. ​ Safety: I appreciated that the engineer took the time to check my fire alarm as part of the service. ​ The Negatives: ​ Technical Oversight: Before the appointment, my heating was working perfectly. After the engineer left, the radiators failed to heat up despite the control panel indicating the system was "on." I had to spend time troubleshooting and interacting with the boiler myself to restore the heating, which was an unnecessary inconvenience. ​ Professionalism: During the visit, the engineer asked a practical question regarding my system. Despite my polite and reasonable response, the engineer was defensive, which was confusing and uncomfortable. I had to personally defuse the tension to keep the interaction polite. ​ While the administrative side of the booking was handled well, the technical follow-through and interpersonal experience could certainly be improved. Edit: Thank you for your response, Kathryn. While I appreciate the invitation to discuss this further via email, I am unable to do so at this time due to personal circumstances and the need to prioritise my current commitments. I hope the details provided in my review are sufficient for your team to review your internal processes regarding post-service checks and engineer-customer communication.

Zero stars. Nothing new, just like other reviews we have the same experience. They are by far the worst company we have ever had to deal with. My parents, two elderly tenants with disabilities, live in a Peabody property, and their repairs are handled by T Brown. My parents have now been without heating and hot water for almost two weeks because their boiler started to leak water. An engineer attended on 25 December and stated that a part needed to be ordered to fix the issue. He left without isolating the water supply to the boiler. His attitude was dismissive and impatient. Shortly after he left, the leak worsened, soaking the kitchen cabinets and flooring. The situation became unmanageable, and we had to shut off the water supply to the entire property using the stopcock. T Brown scheduled a part installation visit for 31 December, but no one attended. The engineer later claimed that we were not at home, which was completely untrue. We had been waiting all day in freezing temperatures. No alternative heating was offered. Only after we contacted Peabody, two small electric fan heaters delivered, which are entirely inadequate. During this time, my parents were left without hot water and heating, and initially without cold drinking water. We had to pay privately for a plumber to isolate the boiler from the water supply properly while waiting for the replacement. This way, we could at least have cold water. We were then told an engineer would attend on 2 January to install the part. When we called on the day, we were informed that the appointment had not even been scheduled by the parts department. A new appointment was arranged for 6 January (today) between 8am and 1pm. At 10 am, we called again to follow up and were assured the engineer was on the way and the repair would be completed that day. At 11:35am, an engineer called to say the part had not been received and the appointment would need to be rescheduled for the following day (tomorrow) - but they can't be certain the whatever the part might arrive tomorrow. This is utterly unacceptable. Two vulnerable elderly people, one of whom was recently discharged from hospital, have been left in freezing conditions for almost 2 weeks. There has been a complete lack of compassion and accountability throughout. This level of service is disgraceful.

#tbrownshameonyou You can report to housing-ombudsman.org.uk PLEASE REPORT THEM HERE perhaps something cane be done The response on this feedback below is a copy/paste...of course we all have contacted the customer support that is more then useless, just telling you to re book, in the main while doing what they are best to do: not coming and sending invoiced for callouts. Unfortunately, ZERO STARS, it's not possible to add, as this is what they deserve. Four times in a row, the same engineer "came" but no one opened the door, at least that's what the report said, even if I took each time half days off waiting for the foxy guy. Customer service just repeating: we can reschedule...and sending the same guy who obviously knows he can mess around with no consequences. TBrown has a life contract with various housing associations; explain why they don't care about customer complaints. If you think they conducted an investigation regarding the same guy pretending to come four times in a row and no one opens the door...you are wrong! Now struggling to get permission to have a different company fix the issue as they have contracts with the housing association and know tenants have no option. Issue reported 6 months ago! Wondering if they charge the call out for doing nothing, I believe here may be the answer why no one id undertaking any steps. #tbrownshameonyou