Home Utility Group Limited T/A Hug Boilers Reviews

Fantastic service, highly recommend

My boiler was sorted really fast and efficiently. The place was left clean and tidy. Communication was brilliant and the engineer arrived in a timely manner.

Quick

Quick, professional work performed under the load of a gravity system on a combi boiler. I can wholeheartedly recommend this company. I am very satisfied.

I was very happy with all the people I…

I was very happy with all the people I dealt with but the new gas pipes seemed too small and not at all as they should be. I asked for them to be checked over and after Luke redid them yesterday I have to say I am very happy with the service. Chris also has been a huge help and always there to deal with any problems

DO NOT TAKE A SERVICING PACKAGE!

DO NOT TAKE A SERVICING PACKAGE! Annual servicing has to be booked months in advance, day of servicing engineer can't start his van. Servicing re- booked. This time the engineer phones in sick. Asked for refund.......no can do! Servicing re-booked. Can't wait to hear the next excuse!!

Couldn't have made a better Choice

Had several quotes and opted for Hug. (1) No hidden extras, everything included in the quote. (2) A home visit with a gas engineer to discuss choice of new boiler, and a full survey regarding the refit. Also arranged a date of our choice for the refit. (3) A local Gas Safe engineer (Craig) installed the new Viessman boiler. All aspects Craigs work could not be faulted. It was a long job, and after he had finished (apart from the new boiler) you would not know he had been. (4) A qualified Electrician fitted the new Thermostat. agin no fuss or mess. (5) Hug dealt with all registrations including Gas Safe, and all warranties, plus a 5 year annual service with Hug.

My initial conversation with Jason was…

My initial conversation with Jason was helpful. However a few mix ups with the installers. Mistakingly still went ahead. 3 years ago. In Feb 2026 had issues. Told to call the office. Call never returned 3 times. Called local boiler people who said call worcester bosch as have 10 year warranty. Worcester bosch said it wasn't fitted correctly. Still no response from hug boilers. So altho under warranty they wouldn't fix it. Had to call plumber again. So cost me £300 to correct it . Worcester bosch then fixed it. But without heating and hot water for 2 weeks!! Not happy at all with lack of help from hug. Would not use them again!!!

Hug Boilers

All very good from start to finish can't thank these people enough, a big thanks to Chris who sold me the Viesmann and yeah up to now a very good boiler not pushy and was courteous all the way through, also Craig the fitter another nice fella and Paul the spark brilliant oh and not forgetting the ladies on the other end of the phone very polite and top job!!! I would give hug Boilers 10 outta 10 and would recommend these people all day.

Every thing was done and sorted without…

Every thing was done and sorted without any fuss or mess

I’m very impressed how the whole…

I’m very impressed how the whole process went. From the telephone enquiry, survey and the installation was all done and dusted with in a week. When completed I received the Viessmann 10 year warranty and the gas complaint certificates. I would recommend Hug anytime.

AVOID, cost me thousands in down time and repairs

AVOID, they are absolute rubbish at installing viessman, they have left me 4 times with a broken boiler, DO NOT USE THEM

All good up to your 5 year service plan…

All good up to your 5 year service plan then they want cash but the sting in the tail is you only get 4 years service and it’s like that with them all they say, avoid or don’t take out there plans as it’s a con

2nd time I have used Hug Boilers and…

2nd time I have used Hug Boilers and again I have been impressed with their service and aftercare. Salesman explained each stage and dates and they did what he said would happen on the dates. I will use again.

Good quality Boiler installation

I received a competitive quotation on line for a quality boiler. The office staff were then easy to deal with and were supported by a quality installation engineer.

We had a new boiler fit 9 years ago

We had a new boiler fit 9 years ago. The installation was really good. It’s been perfect ever since had the service done by them every year. But this year they let me down not turning up to do the service Excuses so unfortunately I have to go else where for my service. Which is a shame after good service all this time.

Got a new boiler as part my local authorities 'Boiler regeneration scheme' in Barnsley. My boiler logic combi 30kwh boiler was installed by a guy called Tom. He was professional, attentive, respectful and cleaned up after himself and gave me verbal and written instructions as to how to operate the new boiler. I was dreading my house would be turned upside down, but Tom was efficient and the boiler is working perfectly. Thank Tom

Appalling Service

I have been let down on 4 occasions in the last 2 months, for the annual service on my boiler, which was purchased and installed by HUG Poor communication, poor response, poor resolution, poor customer care

Very good service no hassle no pressure…

Very good service no hassle no pressure Jason the sales guy was brilliant Very good price Paul the engineer who fitted the boiler very good clean and tidy answered any questions arrived on time *****

poor and incomplete installation.

poor and incomplete installation. poor Health and Safety standards. poor after care service.

New LPG Boiler install

The website was easy to navigate, and ordering was straightforward. Had my boiler replaced and fitted by Luke a couple of days ago; he did an amazing job from start to finish. Really took his time setting me up with the Viessmann and the wireless thermostat app. There were issues connecting to the apps on iPhone, but it connected more quickly on Android. My current boiler was leaking but just about working, and installing it was delayed due to difficulty finding an engineer qualified to work on LPG boilers, which was further hindered by adverse weather conditions (Luke was snowed in). My only negative, hence 4 stars, was the poor communication: I never received an email confirming my purchase, and I had to chase up to see what was happening. That said, I have a lovely new boiler, which was cost-effective and installed excellently by Luke. Luke was knowledgeable about the boiler, friendly and super helpful. Thank you again, Luke!

Just had a new boiler fitted by Chris.A charming young man - very polite, efficient and explained everything we needed to know.Did the job quickly and cleaned up as well ! Ryan the electrician came to wire things up and was equally as pleasant as Chris.He completed the job and fully explained how things work.Both these men are a credit to the firm and worth thier weight in gold ! Well done HUG !

We had a new boiler fitted in between…

We had a new boiler fitted in between Christmas and New Year due to ongoing problems with our old one. I got some quotes before Christmas and Hug boilers was one of them. I spoke to Jason, he knows his stuff and was so helpful, I was so impressed with his attention to detail. I contacted Jason on a Sunday as our old boiler decided to stop working. He called me that evening and within 2 days we had a new boiler fitted. I am so grateful, the parts were delivered the day before and Craig the engineer who fitted it was here the next day on time. He explained everything so well and was great. Big shout out to Jason and Craig and all the team who work for Hug boilers, they are fantastic!

new boiler install

the new boiler install went very well , tom, the gas engineer was professional and courteous , did a great job, very happy with boiler install and new boiler , many thanks

The aftercare from this company leaves a lot to be desired. They’re quick to take your payment, but once that’s done, the support virtually disappears. Boiler issues, leaks, had them all. Have to force to get the assistance seems that there is just a complete lack of updates or follow-ups. Apart from one person in the call centre, the rest of the service feels disorganised and unprofessional

I've had excellent service from this company. My boiler ceased to function last Tuesday leaving me without heat and hot water. I contacted 3 companies and got 3 wildly varying quotes and time frames for installation of a replacement. Chris from HUG came to see me and he offered not only the most reasonable price but also the best aftercare package e went above and beyond to get my boiler installed today. Alex arrived this morning and he worked hard from early on to complete the job before 2pm leaving my house clean and tidy. Well done all round at HUG and thank you

Absolutely fantastic job, new boiler fitted by Alex. Superb workmanship, tidy, courteous and speedy service. Would recommend to anyone that needs a new boiler.

Just got my Hug (Home Utility Group) new boiler installation order cancelled yesterday after placing the order 2 days ago. But I was told afterwards there will be a charge of £150 for their cost and preparation. This caught us in much surprise as we are cancelling the order well within the cooling off period and there was no mentioning of the charge by the sales person beforehand. Home Utility Group told us there were fine print terms at the back of the one page sheet i received. As an old retiree and English not my mother language, we felt being caught in a trap and helpless! Beware of these tricky business. Adding to these, I never receive any formal order confirmation through email. No description of work in writings. These added my discomfort leading to my cancelling of the order

DO NOT USE THIS COMPANY..H.u.g boiler engineer failed to arrive yet again and as I have to take days off and not get paid .I think the service.is discraful. And at.the very best . Poor. I have the boiler two years . And still not serviced. And as I paid up front. For the service plan. For 5 years. After paying in full after the. Boiler was installed. I will not be recommending this company to .any body. And I recommend.that as many. People.as pasiblle . DO NOT USE THIS. COMPANY .

Amazing. Not just the workmanship but the value. What particularly impressed me was HUG's insistence on doing a first class job and refusing to leave till all my needs and concerns were addressed and I was 100% satisfied. Though the task was complex the price did not vary in spite of my regular changes of mind. Their ingenious new routing removed all the previously visible pipes. Their jovial company was only topped by the clear HUG professionalism and experience . Indeed a memorable and enjoyable experience.

Got a viessmann boiler fitted 5 years ago + 5 service plan and it's not been working for 16 days now. They come out on Dec 21 changed some components and told me it's was a cable to and fan so they will come back with a new one on on Dec 24 still not working, I asked if the heat exchanger was ok and he said yes . But no heating still. So I'm 67 with no heating who cares not this lot

Home Utility Group. Absolutely amazing company. The best quote I had for a bullet proof 26KW Viessmann which best buy boiler. The installer Craig came and stayed until 7 at night to get the combi boiler up and running in 1 working day to provide me and my family with heating and hot water. He was a brilliant extremely professional bloke and no part of the job was too much to ask for the hard working lad. Also a special thanks to Stuart the sales man. He was the most salt of the earth gentleman I have ever met. None of the pushy stereotypical salesmen persona and he did not try sell me anything I did not need. Brilliant bloke who stayed in contact with me right from attending my house for a quote up until completion of the install. It is people like Stuart who keep such companies standing so tall and number 1 in the market in the face of competition. Excellent customer service and a 10/10 company. 100 percent would recommend.

Had a new worcester boiler fitted in July 23 by hug. The quote was the best i had..The company say on there own website that they have there own engineers attend...no faceless contractors. But guess what it was a contractor who turned up to do the job. I was quite happy with the job he did until I went into my attic space over Christmas and found all the boxes and extra pipework had been left in the attic space and not taken away. Also the roof felt all just ripped and left hanging where the flue has been fitted through the roof. Surely a tidy hole could have been cut for this.best that could be done with flue through attic space was to be wedged with bits of wood. This is why now I have done this review.

Takes a couple months to get your annual service and a week for emergency work. Can be on the phone for ever trying to get through. Had pressure problems for over a year with a new boiler. Turns out they made a mistake when installing it but because it took over a year to figure it out they charged us to repair it as the filter isn't included in the 10 year warranty or 5 year service. Because they had told us the boiler was fine we had to pay for various works on the rest of the system and getting the council out to dig up the drive to find the problems, none of them did obviously. Thoroughly unimpressed

The only reason I am giving it two stars is because of Andy the fitter, he is a hard worker and he has got to drive over 4 hours a day to get too and from my address. Otherwise it would be 1 or zero if I could. We arranged for a boiler and radiators to be fitted on the 20th of November. It was supposed to last 2 days as my husband was starting cancer treatment. The sales person said they would put two teams on the Job. They will arrive at 8 am and finish at 4 pm. This is what we were told. 9.45 on the 20th we received a call saying that the team had an accident and can't turn up. We will be out the next day and it will be finished by Wednesday. That's what we were told. About 10 o'clock the next day a van turned up. I asked why was he not here at 8 o'clock like they promised. He said that he had to travel from Nottingham and it takes him 2 hours to get here and was the only one turning up. A very nice bloke and very polite and works very hard. At 2.30pm, he came in to see me and said that he was finished for the day and needed to go as he had to travel back to Nottingham to be available for his daughter. At this point the old boiler had been removed and we had no hot water. The next day he turned up at 8.30 and carried on by himself. 11 o'clock another engineer turned up and started helping him. At 2.30 they both left. I got a message from Andy the engineer that evening, saying that he was going to be late as the company took him off our job and put him on another job. He informed me that he won't be finished on our job until Friday at the earliest and that was pushing it. So we will be without hot water for at least 4 days. Not only that. One of the fitters drilled an hole through the bedroom into a tile in the bathroom that was only tiled last year. The company puts a lot of pressure on the fitters to rush all the time and this is what causes issues and damage. I wish I had gone with my gut instinct and not listened to the missus because it was £500 cheaper than the other quotes. I would definitely not recommend this company look on other review sites not just one as I found out after the issues and a lot more negative reviews on other review sites. In the end, we will be without heat for 5 days and hot water for 4 days. I would definitely not recommend this company as everyone tells lies and they obviously do not give any consideration with people who have medical conditions and the amount of money you will have to pay out to repair all the damage that is done by the fiitters because they have to rush to get the job done. I was going to hold off doing this review until the work was finished, but the way it is going that could be after Christmas, Even though the customer service told me that it will definitely be completed tomorrow, but it's not looking good with still no engineer at 11.20 am, because they put him on another job. Shocking!! I suggest you put some of your office staff out with engineers to see what they need to do and understand time frames. before promising things.

We chose HUG as they are a large well established company the two plumbers who fitted the system were Daz and Gaz. They arrived on time introduced themselves and were very good natured. The standard of there work is excellent ,true tradesmen and very professional , very little cleaning up to do when they left. Thank you so much for installing an amazing system , the house is warm and the hot water is never ending. The electrician who arrived the next day to fit the thermostat ,and to connect the system to the mains supply was a highly professional tradesman and it took him no time at all to have the boiler up and running , he also went through the operating of the thermostat with me ,his name is Wayne and he did a great job, thank you. It is just a pity that the job was let down by the salesman and the office staff. We requested a breakdown of costs to try to claim a grant that is being run by our local council, We asked the salesman to help ,no luck there ,so we asked the office staff to help they said no problem ,and that they would send it to our email ASAP. We waited 3 days and no email arrived , so we called the salesman again and asked him to please help us , as the grant was available to us on proof of the work start date and the cost of the new boiler. THAT should not be a problem ,he said leave it with me, well we did and we lost any chance of claiming the grant . Funny thing though as soon as Wayne the electrician sent his report through to the office to say JOB DONE ALL FINISHED CUSTOMER HAPPY WITH THE INSTALITION , the phone rang and the office were requesting final payment. Quick to get in touch when it was something important to them like there money not to happy to help when i asked for help in trying to obtain a grant . We did send the items back to the salesman by email as that is the way he said things could get moving quickly , so he did have our email , just did not want to help us .Jason you are a very good salesman and i bet the company love you for that reason ,just a pity you are so busy selling that you could not stop for a minute to send us a copy of the costs and the start date of the job, just done it myself took me seconds. NOT looking forward to getting in touch to ask for the service in a years time or ten months .we will see if they can be bothered to help us then. Robert John Manning

Recently our old Baxi-combo boiler died so I contacted HUG who quickly sent out a surveyor who introduced me to his recommendations for a replacement. We chose an Ideal Logic 30, paid a deposit and had an installation date set. Two days later a nice young man turned up in the pouring rain at 08:30, he worked very hard and was all finished by 13:30. Very professional & tidy!

Better than expected experience of upgrading my boiler and water tank. To note i am writing this detailed review 8 months after my boiler and water tank was installed by HUG - the Home Utility Group in May 22, as I wanted to give a full account of my pre and post installation experience. After many months of detailed research and speaking to lots of different companies i decided to go with HUG . This choice was made partly due to their competitive quote, but mainly due to the conversations i had with Chris, one of their leads. Chris visited to my property for a detailed chat and visual inspection, a nice contrast to the other companies who gave me either a vanilla quote, or a short video call on whatsapp. Chris fully understood the exact requirements I had for my install which was complicated by the fact i needed my existing water storage tank removing from a cramped cupboard (and replacing) and i needed a boiler to fit in a specific space. Chris gave me a range of options and went through the details of each. An installation date was agreed (at a date of my convenience to fit with school holidays), and a engineer promptly arrived as agreed. The install took several days, during which i observed the work being performed efficiently and neatly. The installer discussed the various options for the the new required pipe and drain work, and took extra care to match the the new wall bricks to the originals, driving around different merchants to get an exact match. Appreciated! The system was commissioned, and the engineer fully tested it, plus went around the house to also check all my radiators were balanced. Post-install, I've had a couple of niggles, such as my existing Nest thermostat not being fully compatible with the system, as originally anticipated, but this was dealt with by Chris and the team promptly and efficiently, with an electrician sent across the county at short notice to rectify the issue. The boiler has worked brilliantly over the winter and the super efficient model recommended by HUG has definitely resulted reduced my gas usages compared to previous years, is much quieter and my home is warmer too. I've received the extended warranty certificate from the manufacturer that i paid extra for too. With not having bought a full boiler and tank system before, i was unsure about what sort of post install support i could expect from any company, so i'm glad to report that HUG - Home Utility Group have been excellent in my experience. Would definitely recommend to others..

Excellent service right from the quotation to the actual installation day. The boiler was delivered at 8AM and the engineer Gary and his apprentice Billy arrived 20 minutes later and got to work straight away. They encountered a problem at the end with a leak (some badly laid pipework from the chap who did our bathroom) but did not leave until the problem was solved and we were nice and warm! The electrician Wayne came the following day to set up the wireless connection and to set up the thermostat and he was equally as professional. I would recommend HUG highly - their service is outstanding!

Never use HUG Boilers!!! --- Please read all reviews from other sites to get an indication of how bad this company is. I am also instructed from my MP to contact Trading Standards regarding the issues stated below. I have encountered numerous problems since having the boiler installed (29 October 2021). List of problems: 1. Rubbish left behind after installation 29 October 2021. 2. Cold Water Tank still not removed since installation 29 October 2021 and numerous phone calls have been made regarding this. 3. Pipe work not fastened strong enough to the boiler, causing leaks. See pictures for clarification.

Having gotten a series of quotes, theirs was competitive without being the cheapest. I did thoroughly question the on-site surveyor to drill into the quote which was about 20% cheaper than many others. Having been reassured that there were no shortcuts taken, once signed up and given a date, the installation engineer declined the job siting that the flue was not the right size and the area unsafe. On contacting the surveyor, I was reassured that the engineer was wrong and that they'd send another engineer the following week. On his arrival, I had stated I needed a bracket to keep the boiler from the wall and had paid an extra £90 for it. He informed me that the Veissman boiler doesn't make a bracket but instead did me a favour by putting some plywood behind it to act as a bracket. It is a difficult job and credit to the engineer, he laboured for almost 4 hours trying to balance the radiators after the installation of the boiler. With one left cold, I contacted Hub , I was passed from the surveyor to the "customer service" team but was rather met with a voicemail for a home number. I was warned about the poor service but thought that if I could oversee the installation (being and engineer myself) I wouldn't need to call them. Am currently left with a non-functioning radiator in the hallway that needs it the most. Bravo Hub!

Changed my old boiler with with new Viessmann storage combi boiler. The service is great right from the start. Andy who help me with the quote is fantastic. He is responsive and always get back to me quickly, no matter how silly my questions maybe. On the day, Danny and Alex turned up early, removed my old boiler. thermal store and install the new boiler all within a day. They guys are very professional, and keep everything clean and tidy. putting down the protective film in the house first and clean up all the mess at the end. Can't really ask for more, 10 out of 10. Although the electrician, Paul could not turn up the same day to get the NEST setup, Alex and Danny were able to get the boiler working, just without the remote control over the weekend, not a problem at all. And they did not ask for the final payment until all the work was done. The price is competitive and there was never any hard selling. I would definitely recommend them to anyone.