Watret & Co Ltd Reviews

Awful service 11 missed appts!!

No calls, no shows, 3 years 11 missed appts and works not completed. Asked for a sat morning appt, said they dont do that, calls back 40 mins later and they made a acception for me..... no show and made appt for 3 weeks later without asking. Staff on fone done seem to care, when appt finally done engineer bad mouthed the company he works for and stated they lie most missed appts !! Not good company to instruct!!!

Excellent job by Eric Stephenson

Eric Stephenson visited the property twice. The first time was to diagnose the problem, order the relevant product/ parts, and ensure a temporary solution was in place. The second time was to replace the defective programmer. The new programmer is the same brand as the one we previously had, and allows me to time the heating for each specific day according to our requirements. Eric ensured that we would not be without heating whilst we were waiting for the new product to be received. Eric is personable, professional, and knowledgeable. He did an excellent job. We came home to a warm house. Thank you, Eric.

3 years 7 missed appointments, today called 2.5 hours late cant find parts..... 90° copper elbow, avaliable in EVERY STORE IN UK NOW!! Called back 45 mins later sorry engineer is unwell he called in this morning so was never parts, absoute liars and they do this every year without fail! Bunch of liars and terrible service the only slight saving grace is the lady on the phone was very helpful and very apologetic even though it was not her fault directly !!! don't ever use this company go to a local one that is a lot more reliable!!!

Fantastic job by Eric London

Fantastic job by Eric London

Van driver on the M25 couldn’t drive to save his life. Idiotic behaviour

Had great service once again by kaloyan on the 1st and once again he was great ,u can send him again

I thought I was the only one that had an encounter with extremely rude woman who answers the call. Rude to the point that she hung up on me for being upset that nobody turned up to the emergency appointment (I have no hot water for the past 5 days and is scorching hot outside) that they have booked. In order to be home I have cancelled my train ticket as was meant to go somewhere and nobody came. The woman on the phone said engineer did come BUT there was a market and there was no parking! How can a tiny market on THE PAVEMENT be the reason for not turning up? Plus there is a car park right next to my house. Stop lying and take responsibility for your actions. To the rude woman on the phone, who by the way, when last year my heating stopped working and they fixed it after a week, told me I should have been prepared an have a heater - you lack manners and empathy. You are not people’s person and should get sacked ASAP and never work in customer service again!

How long does it take to fix a boiler? Hmm if they did the gas check on time this wouldn’t of happened 10 month down the line

Arrived late, destroyed part of my kitchen, left without fixing the issue

My landlord had raised a call-out with this company for an emergency boiler repair. They were supposed to arrive within four hours but hadn’t shown up all day. A second callout was made via my landlord the following day and an individual named Michael attended at 13:15. This individual broke a section of my newly renovated kitchen, and still did not fix my boiler issue. I am now left in a worse state than before he arrived. I will be filing a formal complaint with this company.

I am writing to express my sincere gratitude for the outstanding service I have received from your team. From the installation of my new boiler and radiators to the customer support throughout the process, my experience has been nothing short of exceptional. I would like to give special recognition to Simon, who single-handedly installed my new heating system. What a credit he is to your company! His professionalism, work ethic, and craftsmanship are truly remarkable—something I rarely see these days. I was particularly impressed by his punctuality; arriving early yet waiting in his van until his scheduled start time, a level of dedication I have observed even when he was working on my neighbors' properties. He was polite, meticulous, and left no trace behind apart from the beautifully installed boiler and radiators. Please pass on my heartfelt thanks and appreciation to him. I also want to commend Louise, who has been an absolute pleasure to deal with. Her friendly demeanor, in-depth knowledge of your engineers, and efficiency in scheduling appointments have made every interaction seamless. A special mention goes to Russell, who conducted my initial assessment. He was incredibly respectful of my home and engaged so well with my toddler, even with the constant interruptions! His patience and professionalism did not go unnoticed. And last, but by no means least—Andy! What can I say about Andy? He has been to my home more times than I can count, and I am convinced there is no issue he cannot solve. His expertise, professionalism, and dedication are unparalleled. While I am thrilled with my new boiler, I must admit I will miss his visits every autumn and winter! Overall, Watret, congratulations and well done for getting right what so many companies seem to get wrong these days. Your team embodies exceptional service, professionalism, and genuine care for your customers, and I am truly grateful.

Terrible customer service over the phone, two days now in a row I have taken time out of work in order to grant access. Yesterday, gentleman came took photos of the issue to pass back and have an engineer come out... Today, we are informed about 30 minutes before the engineer arrives that they are coming, he comes in totally unequipped for the job and says he requires additional parts. I call up to find out as and when the repair engineer will come out and am told they have no idea. I try to emphasize that I can't keep taking time out of work for this and need to be informed when this is going to be repaired and am then told it is pointless having the conversation with the lady on the phone to which I hang up as that is plain rude. The issue itself is a flooded boiler which was the reason our boiler was previously shut off in May last year, the 'repair job' was done at that time but evidently not actually done properly. We are now left in winter with no heating or hot water, provided cash milking electric heaters for the mean time but still no more information provided to me. Not good enough and total lack of empathy to the situation they have left us in.

What an absolutely useless &…

What an absolutely useless & inconsiderate company. Asking you to wait in all day & not turn up. I have had them visit my NHG property numerous times since December 23& as of today 9th of January nothing is resolved.The couldn't careless attitude of the staff is truly disgraceful. They send a gas engineer even though there is no gas at the property & all but said fix it yourself. Avoid at all costs

They have a van like a breakdown service touring the city all day to respond to emergencies at homes. Unfortunately the times they talk about 24/7 is a lie. They have an operator at night taking calls but no service night time. The time I’m writing this comment , this is the second day without central heating or hot water . But unfortunately we give NHG all the responsibility for hiring cheap contractors.

My initial appointment was with Russell who checked with me. What needed doing and offered me choices of the type of boiler I would need. On the due date for the work to begin. I received a call from Russell to let me know that an engineer was on the way this was in addition to a text message that I had received to let me know. Mark arrived on time. Was friendly, thoughtful and efficient. All the work is done to an incredibly high standard and Mark went above and beyond by fitting my new gas cooker in addition to doing a complete change of radiators and the new boiler. I'm very thankful. You're amazing! Caroline

Awesome

My initial appointment was with Russell who checked with me. What needed doing and offered me choices of the type of boiler I would need. On the due date for the work to begin. I received a call from Russell to let me know that an engineer was on the way this was in addition to a text message that I had received to let me know. Mark arrived on time. Was friendly, thoughtful and efficient. All the work is done to an incredibly high standard and Mark went above and beyond by fitting my new gas cooker in addition to doing a complete change of radiators and the new boiler. I'm very thankful. You're amazing! Caroline

The lady on reception is brilliant and Eric and Kai went above and beyond to ensure we felt comfortable and were happy with the job. They were friendly and professional and completed the job perfectly. They fitted radiators in both mine and my daughters room to a high standard. These were complicated jobs as the builders had actually plastered over the pipes! I would highly recommend them!

Terrible service and terrible staff

Terrible service and terrible staff. I have young children under 5 and needed heating and hot water and they told me they don’t care about me or my children and I will be reporting them to the papers

I would not recommend this organisation!

Absolutely disgusting customer service from 'Amanda' who could definitely use a refresher course in customer etiquette... The company's nonchalant attitude to customers needs even in what is considered an emergency is disgraceful!

Removed and repositioned radiator.

Removed and repositioned radiator. Gerry and Lawrence were polite, did a great job, very professional and cleaned up as the went along. The pile work skills were amazing. Great team! Thanks guys Kala

Excellent

I couldn't be happier. Excellent job. My boiler was fully replaced within days. I received updated txt to confirm time and date of installation. The boiler was delivered on time and then was installed by Jeremy the engineer. He was here all day and done a very thougher job. Including taking sink and washing machine pipes apart for cleaning. All radiators where bleed and a new thermostate fitted. Im so grateful to Jeremy for the amount of detailed work carried out. He worked all day without a break. He was considerate to my newly decorated home and cleaned up throughly before leaving. Lovely man Great job

Watret gas safety checks…..left testing nib out…gas leaking out for hours. Well done for almost killing myself and neighbours!!!! Left with no heating and hot water….boiler repairs for 1 month still not working 0 pressure

No one at this company knows anything - they won't give an estimated time of repair nor do they care about elderly vulnerable people when you have no hot water or heating. Absolute disgrace of a 'company'

I’ve been having problems with my…

I’ve been having problems with my heating and we have no heating, boiler was making banging noise which still is. The water pressure was low I was given an appointment for the following week. In the end we had a look on YouTube and fix it ourselves, but the boiler is still making banging noise. I really hate this company they have no consideration.

This Company are absolutely hopeless

This Company are absolutely hopeless. Quite why NHG Housing continue to use them beggars belief. Over 3 weeks ago I reported a fault with my boiler, in that when the Heating is on, it constantly heats the hot water as well! What this means firstly, it takes a Dogs age to heat the House, but more importantly it uses an insane amount of Gas. We have no need for constant hot water, as we have an Electric Shower, and a Dishwasher. I have no idea what insane price our Gasbill will be, but as both my Wife and Myself are Disabled, it's likely we wont be able to afford it anyway. We had an appointment booked for today 29/12/23, only to be called with that old BS that the part had not arrived! This is a part that after checking, is freely available, over the counter, from B&Q, Wickes, Screwfix, and we expect others as well. NHG clearly need to get rid of this Company, a.s.a.p

My heating and water broke today

My heating and water broke today . From my call at 9-15am and the follow up calls and the engineer who visited were trul outstanding . I even called the office to thank them for the outstanding service . 👏👏⭐️⭐️⭐️⭐️⭐️

HORRIBLE COMPANY

HORRIBLE COMPANY. They are a SCAM. They came straight from hell. I have no heating for a year. They kept sending their so-called engineers which is an insult to the title of engineer. I don’t think there is a single qualified engineer in the whole company. I don’t know why NHG contracted them.

Once again

Once again, had the best worker ever, wouldn’t have felt comfortable with anyone else. Thanks so much Gerry !! Tyler thanks too. Polite, comfortable and extremely professional

I wish I could give this so called “ company” minus 4000 stars. An absolutely disgrace . Even if your home Is high priority, even if you have a baby/child or elderly person ! They will lie and fob you off ! Just like the rest of the reviews .. I suggest writing a formal complaint .

In the 26 years I've lived in my…

In the 26 years I've lived in my property I have never made an official complaint about Watret & co. Firstly I would reiterate my family and I have always been pleasant and welcoming to the engineers when they've been called to our address for boiler/heating issues, However I felt incensed to communicate by phone to the Customer Service department at Watret & co and describe how appalling and unacceptable it is to delay sending engineers round to rectify a desperate ongoing issue where we have no heating or hot water as we have a 2 week new born. No form of accountability has been acknowledged by the female over the phone to why one would be angry over this matter, the female and I presume her management team refuse to see this is a matter of high importance and urgency. If You Watret & co do not adhere to the collective complaints being made here, you may find yourself in deep trouble where you will not be able to supply to any clients in the near future because you have no sense of valuable customer care whatsoever!!! Please do not treat All Clients as stupid because we live in Housing Associations. Be mindful, have integrity and invest in quality care when you are dealing with customer complaints over the telephone. Nobody should tolerate threats or abuse but you should ought to grasp that your reviews speak in negative high volumes. Please take immediate affect with positive changes and action if you want to survive as a service provider.

I am being left in a freezing cold flat…

I am being left in a freezing cold flat by them and they are saying they are ordering a part . The job was reported Monday. I have no heating or hot water. I told two people there I have asthma and my child has eczema aged 12. They are refusing to come before Saturday. I am with NHHG. This is supposed to be repaired within 24 hours. I had to chase them twice and make a complaint today. I am not happy.

This company should win the award for not turning up. The workman did not turn up and when you call them they tell you to wait another week. I have been using my oven to heat my place and that’s what I’m left to do. If I ever called to report no hot water or heating and they offered to come round that very same week, I’d fall off my chair. Also There’s a lovely lady called Jade then there’s a rude Ogre type impolite and I’ll mannered one called Amanda her customer service and manners are disgusting. If you are the owner of this company you should know that this person is running your business into the ground

Watret's staff are unprofessional, unreasonable & rude.

My landlord NGH sent this company to investigate how to repair the failed (dead) central heating system in the basement of my flat. An engineer visited and said Watret would propose a repair solution to NHG I heard nothing more from Watret nor NHG. After a few months I contacted Watret. Watret refused to give me any information whatsoever and said to speak to me directly was a conflict of interest. This was a 100% negative experience. Watrets's unreasonable attitude that they have the right to waste my time beggars belief. Stay away from this company.

ABYSMAL SERVICE!

This afternoon a “Service Engineer” from Watret attended to carry out a gas safety check, as required under contract by NHG. Unfortunately our Landlords, NHG, don’t go out of their way to appoint top contractors. The Watret staff member attending seemed to have a casual attitude towards his work and was engaged on a private phone call as he ascended the stairs. When shown the gas-operated water heater which was to be inspected, the staff member appeared to be very confused and apparently had not seen one before. Nor did he seem to know where to find the flue or indeed, know whether there was a flue or not! It was pointed out to the “Engineer” that the previous gas safety company had measured flue gases by holding a probe outside of the adjacent window. But our intrepid “Engineer” declined to do so, claiming that he would be putting his life at risk. When first confronted with the gas water heater our learned operative has to call the office for assistance and spoke with a Mr Newton. But according to Watret, they have no employee of that name. Presumably then, the baffled operative was “Phoning a Friend” and not in touch with his employer, so as not to expose his ignorance. From this point, matters rapidly deteriorated and the “Engineer” attempted to depart whilst leaving the water heater inoperative. It had been working perfectly before he attended. Before finally leaving, with the job incomplete, the operative declared that the gas meter was faulty and consequently the writer (Tenant of over 30 years) was going to be ejected from his home! Incidentally the operative refused to provide any written credentials and it was only with difficulty that we were able to establish he was working for Watret. No problems have ever been experienced with our previous gas safety engineers, Rapid Maintenance, who in contrast, always seemed highly professional. Presumably, residents have NHG to thank for having appointed inept contractors.

Darren Clark . . Plus his apprentice carried out a boiler installation in my home! They failed to carry out the installation correctly causing damage to my property then Darren proceeded to shout at me in my home becoming aggressive in tone and manner. According to Russell, installation manager, everyone, Vaillant and their own staff is wrong, but not them! They have 1) shouted at me in my home and been aggressive. 2) disrespected me and my home. 3) lied. 4) contradicted themselves. 5) damaged my property. Please stay away from these cowboys. Will be reporting all to gas register etc. Well done Darren, Russell and NHG (for employing yet another incompetent contractor). Darren Clark is extremely abusive, shouting at me in my home, walking around my home as if he owns the place as if i wasnt there. Asked him at least 4 times to stop shouting but he continued to do so. He was trying to intimidate and bully me! I will not be bullied or tolerate this behaviour! They will probably get away with their negligence, incompetence etc. Please don't let you be the next time. KARMA.

I had a visit yesterday, from engineers James and Bradley from Watret due to my boiler not working. What a great service! Punctual, professional, but also friendly and polite. They fixed the issue with a boiler without any issues and explained step by step what happened with it in the first place and what I can expect next. What a lovely guys! Excellent customer service skills! Thank you so much James and Bradley! Keep up the good work!

My experience with my watret engineer…Mr James Murphy

My experience with my watret engineer was absolutely fab.i couldn't have asked for a better engineer.my engineer a Mr James Murphy.was brilliant been to Mt address on a few occasion and has managed to achieve fo me what other engineers failed to do.i had no heating or hot water and he got that done for me.he made all the necessary checks to make sure everything was in working order before he left my home .He has only had to return to fit any parts but always got the job done.he is respectful of my home and me as a person, very curtious,exceptional manners and an absolute pleasure to have in my home.i will only ask that Mr Murphy attend to sort out any problems that might occur in the future.i wouldn't really want another engineer

I'd say these engineers got their qualifications from YouTube because they know as much about boilers as I do, came out to service our boiler a few weeks back and since then we've had no hot water or heating. They've since been back to try and fix it twice, on both occasions they left unsuccessfully as they needed "a new part". Waited all day for them to come yesterday also and nobody came or even texted to say they weren't coming. Absolutely appalling service, would give zero stars if I could.

Absolutely disgusting the way people get treated. I phoned just after lunch time to say I had no heating or hot water and a 5 month old baby. I was told my appt would be up until 8pm. 8pm came, no sign of an engineer. I called 7 times and was told someone would be coming. I even stayed up until 11pm - again, no one came! Phoned this morning and was told someone would be coming this morning. I'm not holding my breath! I had no messages to say the engineer wasn't coming either. Absolutely disgusting when you have a baby!

Absolutely disgusted by watrets service. An engineer came out within 24hrs to look at a boiler that wasn't firing up, in and out within 20 mins ordered a fan to be fitted, recieved an appointment to fit the part 4 days later (friday) a different engineer came out to fit the part took one look and said a new board was needed, ordered the part infront of me and requested the office to send someone out the following day (Saturday) - I personally looked for this part and there are 3 local branches to me that had collection right away. Nobody bothered to get in touch from head office - how great it must be to provide an 'emergency service' but be able to clock off after 5pm mon-fri & have the weekend off, switch board is just as useless and after speaking to the office this morning once they reopened after the weekend they have informed me all parts from Friday are ordered on Monday so i will have to wait for the order to arrive before they provide a date?! I have 3 children one being a newborn with no heating or hot water. Watret have supplied me with one fan heater to heat a 2 bed house with the weather below -0°c and I have now racked up an electric bill of over £200. Incompetent egineers who do not do there jobs properly and customer service couldnt give a monkeys, told them I am having to choose between heating and food and there reply was "oh well, we will be in touch". Now coming up to two weeks where this company has left me with no working boiler. For the past 6 years I have had my yearly gas checks with watret and every year without fail they book atleast 3 appointments which they fail to turn up to, giving zero notice then threatening me that they need to come and do there checks?! - I am self employed and do not get paid for booking time off work so I am absolutely sick to death of the amount of money these cowboys have made me loose. Landlords stay the hell away from this company all anyone has to do is a quick search on trustpilot to see the continuous poor service this company provides. I have filed a complaint with the gas safe register and advise others to do the same. Update: 10 Days after reported issue, they have come out to replace the board. My heating/hot water now does not turn off unless the boiler is switched off completely!

Really shameful behaviour from your director Derek on 1 February 2022 who met an engineer along with Housing fo Women Housing Association repairs manager Elly. Derek and Elly were outside my neighbours homes, openly discussing and talking about my legal disrepair case in front of my neighbours. Derek was not happy about his report being branded incompetent. He said there were no real issues and didn’t want to be bias but had the audacity to lie about the thermostat and then mock me, make fun of me and then laugh with Elly and the engineer. The engineer then went on to discuss his findings from his inspection of my home. FYI my thermostat was NOT set at 48 degrees. It has been on 65 degrees since last summer when your company increased it. You should be ashamed of yourselves, gaslighting and lying, mocking and humiliating me in that way in front of my neighbours who were listening and recording. The way Derek and some staff from Watret and H4W talk about women, the way they treat women is really disgusting and unacceptable.