MacbrookGas Ltd

Reluctantly putting a single star as cannot put less..... The original survey was brilliant, it has been everything else since that has been completely lacking. From no show appointments, to engineers turning up without warning and even engineers turning up in the wrong order; an electrician turned up to wire the new boiler a few days before the old boiler had even been taken out and replaced! The new boiler was installed without testing (as electrician was then rescheduled for the following week), the remedial work was scheduled for the following month so a large hole where the old flu was removed was left - which then also couldn't be sorted until a fortnight later as needed a plaster and not a bricky as had been organised for us. A month after the boiler had been replaced and was finally wired in and good to go, found there were 2 radiators that didn't work. So, another month later and a plumber was booked to come round to take a look. Less than 2 minutes after walking in, both radiators measured for replacement (as of course, told all would be new at install but none had been changed; not sure why the surveyor even bothered measuring them all) and he left with a "we'll give you a call to book a follow up and get them sorted". It has been a call to these guys every 2 weeks since then which was now 5 months back and EVERY SINGLE TIME, I am told "we'll have to do some digging but I promise I'll give you a call later on". I think this is how they actually say goodbye. I called this morning in fact to chase up again, don't know if anyone else has noticed it has been a blooming cold winter this year so heat would be nice in the bedroom without using a floor heater, and I am still waiting for that callback 14 hours later. I guess I'll chase up again tomorrow and hear the same empty promise. As a word of advise for people reading the reviews, hold off getting any boiler/heating work done until summer because you may have a working system by the time you need it and you'll be able to stay warm while waiting for it to get finished! On a positive note, the chaps that have all come out have been nice chaps. Just a shame that's the only positive thing to add.

Terrible company. Original install by them and frankly they have been out so many times with issues with the system. Same constant fault code appearing. Come home and house is freezing cold and no hot water as the system has pulled up the same fault over and over again. Shoddy workman ship. With old pipes still sticking out of wall that we noticed after work was completed as they put the armchair back in front of them.in attractive pipes down the centre of a rather than to the edges.numerous leaks. Terrible touch ups and To top it all 1st service was booked in today, sat in waiting for them but no show. So I called, only to be told they are attending a leak and won’t put to you today. Thanks for the call macbrook(which I never got)I also refuse to pay their £120 service fee upfront for this exact reason, no other company charges you before the work has been carried out,I just knew this would happen!! Needles to say I will go elsewhere with future servicing and pay more but get the service a customer deserves, unlike what this company provides.terrible company.- Update:- surprise surprise following MacBook response I called to speak to a manager. However no manager was available to speak to. I left a message and promised a call back. However no call has ever been returned. This just concretes my complaint. Bunch of cowboys!!

Most of the work completed was fine, we have had solar panels, heaters, extractors fans, trickle vents and loft insulation installed under the ECO 4 scheme. Unfortunately, similar to some other reviews here we have not had a good experience when it comes to damage and subsequent repairs. When fitting the loft insulation the chap put his foot through the ceiling, thankfully he didn't fall through completely, but it took 2 months to 'repair' the hole. 3 separate occasions we waited in all day as someone was coming to look at it, or repair it, and never showed up. 2 occasions workmen turned up completely unprepared for the job and had to leave without doing anything. They have effectively just patched over the damage and I will complete the repair myself. Most of this issue was down to poor communication between different departments/teams, but also a seeming lack of care once there was no money to be made. I fed back several other inadequacies to the welfare officer who finally came out after it felt like we'd been forgotten about, that included: - Electrician fitting extractor fan incorrectly having to be fixed by remedial task team. - Rubbish and packaging being left all over my front lawn, including rubbish from some one else job (an induction hob!). - Plan of work not communicated to the customer at all. - Workmen turning up on a day I was not informed they'd be here. - Full instructions on new equipment not provided. I'm not ungrateful for the kit installed, but I don't feel I can recommend theb experience. EDIT: For clarification, the day the ceiling was damaged I was told someone would be round to look at it that day. It took over 2 months to get to the reissued and unpainted stage. My review is not the only one where property has been damaged and not returned to it's further condition, "offered to paint it". There is nothing misleading about my review, and you can't be surprised or disappointed about a bad review when you as a company knew exactly what was going on when it was, and after raising my concerns with the welfare officer Kim still nothing improved. I told Kim my review would reflect the experience and would detail my concerns.

Use this company at your peril. MacBrook Gas installed our solar power system in August 2025 under the Government Green Deal initiative and we've had problems ever since. On installation day the fitter pointed out the surveyor should have said the pipework to the boiler needed access to an outside wall. The only option was to fit an unsightly pipe through to our bedroom, we had no option as work had commenced taking the old system out. The contracted fitters used our home as a building site with people wandering in and out without introduction. Covers were not placed on the floor, when challenged I was told they only had a couple of sheets and didn't put them on tiled floors. We were not told the dimensions of the boiler prior to installation and lost valuable storage space. Once installed we were given a few minutes instructions how to use the system; no where near adequate to manage the complicated programming. The workers returned unannounced to collect the scaffold some days later letting themselves into our garden; their language delivered loudly was educational. When I first accessed our loft following installation I discovered the portable electric heater stored therein had been stood on by a fitter and broken beyond repair. I have sent many emails, photos of the damaged item, had someone come out and look at it, telephoned and, despite the company admitting they were responsible, have not received any compensation or replacement. Over the months we have had to call MacBrook back many times to correct holes left in the walls from the old system, pipes unsecured, disused electric cables left live and anomalies regarding setting up the system correctly. Last Friday a warning signal prompted a system breakdown and I was informed it was nothing to do with them but a fault with a part requiring repair by the manufacturer. It is now Tuesday and have heard. nothing from the manufacturer. We have been without heating since. I am a pensioner. A friend, who is also a pensioner, that also employed MacBrook to install their system has also had numerous issues including pipes not being insulated and wrong fittings installed. Be warned, especially if you are an older customer, MacBrook Gas are only interested in getting the job done as quickly as possible to get the Government grant and hope you don't notice the shoddy work; their after sales support is poor. Note: this does not apply to Sam who is a star.

I’ve had an air source heat pump and solar panels fitted by Macbrook Gas and I honestly couldn’t fault them. From start to finish the experience was excellent. Both the initial survey and the ASHP survey were explained clearly and in real depth, which made the whole process really easy to understand. The installation team were efficient, professional, and left everything very tidy. Once the install was complete, they took the time to properly explain how the system works and answered every question I had without rushing. A genuinely great experience and I wouldn’t hesitate to recommend Macbrook Gas to anyone considering an air source heat pump or solar panels.

Just like to thank MacBrook Gas LTD

Just like to thank MacBrook Gas LTD We did have some issues after the installation of our heating but was resolved quickly and professionally all staff from onsite and office to the management have been great and helpful Thank you

Happy customer

I must write a review as I was so pleased with the work carried out recently. I had a new boiler installed and the guys were excellent. They worked very hard the whole time they were here. They didn’t appear to stop for lunch or breaks at all. The work they carried out was very professional. They were clean and tidy, no mess and cleaned up after them. I would definitely recommend these guys and doubt they get paid enough for the excellent work they do. I am a very happy customer.

Awful company - wouldn’t recommend

I had a heat pump fitted from Macbrook last March. The installation had its own issues such as the initial installer being very rude, the information I had been told by Macbrook being incorrect and there was a lot of information that I hadn’t been told but should have been. I didn’t want to make a fuss so I didn’t complain and just accepted the situation as I was happy to have the heating. Recently both my heating and hot water broke. I tried to report this but they do not answer the phones half the time, I was waiting on hold over 15 mins approx 6 times to be disconnected and have to call back ending up at the back of the queue. This is very frustrating when you need to speak to someone. Altogether, I had 5 engineer visits (between them and the manufacturers company Grant) and it was 3 and a half weeks before anything was fixed. This meant me and my children were absolutely freezing for almost a month in January/February so it was freezing outside. It was so cold that my kids were upset and we couldn’t sleep at night. I was given various different reasons for it not working. It felt like no one knew what was actually wrong with it. There was no urgency sending engineers out to me, I had to chase them each time. One time they had told me to wait in for an engineer for him to not arrive, I called them to be told there was a note on the file to say the job was cancelled as the part didn’t arrive - no one thought to call and to let me know this so me and my children were sitting waiting indoors in our coats for no reason when we could have been somewhere warmer. I asked to speak to a manager over the phone but wasn’t able to. I was told they were treating the job as a priority 2 weeks after it had broken, why wasn’t this a priority before? I was told on the same call they had just read the reports thoroughly, why did it take 2 weeks to read these reports ? The engineers who visited were all polite and helpful however it did feel as though none of them read each others reports. Macbrook the company take no responsibility for their actions and simply try to shift the blame to the manufactures company Grant. Surely they should still care about the service their customer is receiving? There organisation, communication and customer service skills are shocking. I spent a lot of time listening to their hold music over the last few weeks which states… they are committed to delivering a 5 star service, they are committed to keeping our homes warm, great service shouldn’t be complicated etc. I strongly disagree with all of these statements and suggest they should be changed. I sent a formal complaint email and have had absolutely no response, not even a quick sorry email. I’m extremely anxious that the heating will break again as I’m still not any wiser what caused it to break so badly and why it took so long to repair. I did state this in my email to Macbrook but as I said have had no reponse. Edit: reply to Macbrook - you’re right, this is my only review because normally I’m not the sort of person that would complain. Your company has upset me so much that I felt other people should be made aware. I addressed all the dates/times in my complaint email, it is far to long and detailed to add to here. Are you suggesting I add my phone number and home address to this review for anyone to see? I’m not really sure what you expect me to do? My name is Lianne Moore and post code is cb9. Surely you can search by names? I can assure you that this is a genuine post unfortunately. Strange that you can reply to comments on here so quickly but don’t reply to actual complaint emails that are sent to you. I’ve resent my email this morning so please do respond to it.

Use this company at your peril.

Use this company at your peril. MacBrook Gas installed our solar power system in August 2025 under the Government Green Deal initiative and we've had problems ever since. On installation day the fitter pointed out the surveyor should have said the pipework to the boiler needed access to an outside wall. The only option was to fit an unsightly pipe through to our bedroom, we had no option as work had commenced taking the old system out. The contracted fitters used our home as a building site with people wandering in and out without introduction. Covers were not placed on the floor, when challenged I was told they only had a couple of sheets and didn't put them on tiled floors. We were not told the dimensions of the boiler prior to installation and lost valuable storage space. Once installed we were given a few minutes instructions how to use the system; no where near adequate to manage the complicated programming. The workers returned unannounced to collect the scaffold some days later letting themselves into our garden; their language delivered loudly was educational. When I first accessed our loft following installation I discovered the portable electric heater stored therein had been stood on by a fitter and broken beyond repair. I have sent many emails, photos of the damaged item, had someone come out and look at it, telephoned and, despite the company admitting they were responsible, have not received any compensation or replacement. Over the months we have had to call MacBrook back many times to correct holes left in the walls from the old system, pipes unsecured, disused electric cables left live and anomalies regarding setting up the system correctly. Last Friday a warning signal prompted a system breakdown and I was informed it was nothing to do with them but a fault with a part requiring repair by the manufacturer. It is now Tuesday and have heard. nothing from the manufacturer. We have been without heating since. I am a pensioner. A friend, who is also a pensioner, that also employed MacBrook to install their system has also had numerous issues including pipes not being insulated and wrong fittings installed. Be warned, especially if you are an older customer, MacBrook Gas are only interested in getting the job done as quickly as possible to get the Government grant and hope you don't notice the shoddy work; their after sales support is poor. Note: this does not apply to Sam who is a star. UPDATE: Within hours of this review a senior manager contacted us and within a couple of weeks all issues were resolved. However, we are still waiting for additional anomalies, identified by a Macbrookgas installer, to be resolved.

If you are installing a heat pump - ask for Billy!

I just wanted to leave a note to say how genuinely impressed I am with Billy’s heat pump installation work. He absolutely deserves 5 stars for his contribution, even though my overall experience would be closer to 3–4 stars. The previous installer you sent, Ryan, was unfortunately out of his depth. He opened plasterboard in several places (still open, I need to find someone to complete the plastering) and, after a couple of days, left the job unfinished, which meant I was without heating for over a month during December and January. George was super supportive, but at that stage, it really felt like my case had been dropped. Then Billy arrived, and the difference was immediate. Several issues that Ryan had struggled to resolve — even with builder support — were handled by Billy with remarkable ease. The way he thinks through problems and connections clearly reflects deep experience and confidence in his work. Concerns that had previously been flagged as potential obstacles turned out to be no issue at all in Billy’s hands. His calm, practical approach has made a real difference as the work has continued, and I wanted to make sure this was recognised. All is working well!