Hassle Free Boilers Omdömen 

Good workers, polite, quick and tidy

I've been with hassle free boilers for a number of years and ive generally been happy with their after care service in particular I've recently had an issue with the boiler I rang services and spoke to Trudy who arranged an appointment with a gas engineer to sort the problem
Impressed with the outcome

Very helpful

Very good customer service and any difficulties experienced are resolved quickly. I would recommend this company.

I wouldn’t go near this company they are unreliable, non-communicative only when it works for them and a waste of time. They never agreed to their own contract and I suggest you read the small print as they’ll try and catch you out.

Very polite and understandable. They were approachable and helpful and would recommend the company

I have been a customer of HFB for years. The service has always been attentive and friendly, responsive and helpful. The service we have had has always been professional and customer service is great. I would definitely recommend HFB.

This is quite a long saga so bare with me as lm going to start from the beginning right through to present day, it may make you think twice about dealing with this company.

In 2019 l signed up to have a new boiler fitted and maintenance contract under there boiler rental scheme. For the first c
Few years things worked great, you could contact them by phone to arrange the annual service that was required to satisfy the terms of the boiler warranty and they were efficient.

After a few years things started to change you could no longer contact them by telephone only by email then wait for them to get back to you which is ridiculous if you have a emergency sometimes waiting days for a response. This also affected the boiler annual service to the extent that the last two annual services l ended up paying for a local gas engineer to do them as hassle free boilers couldn't arrange for a service to be carried out within the 12 month period to satisfy the warranty of the boiler.

But the real problems started towards the end of 2023. I was moving house and needed to buy out of the rental and service contract. Having consulted the terms of my contract l was aware that the cost was £3021.60 so l contacted hassle free boilers for a settlement figure. I was correct in the amount owed, however they had also added another £750 in charges to the settlement figure which were not listed in my contract this consisted of a £250 early repayment charge, £250 admin charge and a £250 land registry release fee which incidentally is a totally free service on the land registry site. After pointing out to hassle free boilers that none of these charges were listed on the contract that l had they tried to claim that a letter was sent out to me in 2020 with changes to my contract.

At this point I contacted my solicitor who was dealing with my house sale and showed her my contract, she confirmed there was no such charges in the contract and she drafted me a letter to send hassle free boilers explaining how the charges were in breach of the unfair terms of consumer contract regulations as you can't unilaterally change the terms of a contract without both parties agreeing to the change. After sending the letter to hasslefree boilers l had a email back confirming that the charges had been removed. The balance of £3021.60 was then paid in full in February 2024 by my solicitor on completion of the house sale and the charge against the property was removed with land registry. I thought this was the end of the saga but it wasn't to be.

In march 2025 a full 13 months after the balance had been paid in full l received an email from credit style bailiffs that had been instructed by hassle free boilers to collect the £750 of extra charges that had been added then removed. Luckily for me l have kept all the correspondence from hasslefree boilers including all the emails and the confirmation from them that the charges had been removed from the account. After sending these to the bailiffs they then confirmed the case had been dropped by there client.

Moving on to January 2026 l have now had a email from Pauline Watson who is a collections manager for hasslefree boilers because there records show that my direct debit for the maintenance and service contract is not active, threatening me with monthly charges and interest and not forgetting the charge with land registry. You really couldn't make this up no wonder there's no direct debit as the account has been paid in full since February 2024 !!!!!!

I have explained everything to Pauline by email and asked for her to email me back confirming that this will be the last l hear from hasslefree boilers but she has failed to respond to the request, so lve decided that my next step is to report everything that's been happening to the Financial Conduct Authority as l dont see any other way to put a stop to the harassment from them.

Please do not deal with this company and if you already have keep every bit of correspondence as l have because they will try it on.

I received an email from HFB saying my direct debit has been removed and I should contact them immediately, or face severe penalties. The d/d is still in place and the latest payment went out on time, so I can only assume that the email is fake and fraudsters are after my bank details. This leads me to believe that HFB have allowed some of my contact details to fall into the wrong hands. However, they are impossible to get hold of. Worst company I have ever had the misfortune to come across.

Trudie in the office, and Matthew (engineer) could not have been more helpful. I had been in contact with them regarding a routine service, but then had a problem that was urgent. They both went over and above to get the problem resolved for me, while listening to my concerns throughout. I felt heard and reassured and both kept in contact throughout.

contacted them twice by telephone and once by Webform recently No response. Probably as I'm coming to the end of the 12 years where I can ditch them ,they feel no obligation to respond or provide any service. Looking back over the years ,if I had bought my boiler for cash and signed up with British Gas I would have saved a lot of money

Awful cannot get in touch with them. Boiler broken - no heating and no hot water -2

Edited to say I have now had a reply after spending all day phoning and emailing.

The lady who spoke to my husband has said we will be able to have an engineer visit in 7 days time. It is January and we are cold. I would not say this is hassle free and considering the amount of money paid in service and repair plan I think it’s absolutely disgraceful.

Value for money - definitely not
Hassle free definitely not

Something

Great service, copy of email sent to company below;

Hi Trudie
Hopefully this will land with the team that oversee the gents who have recently visited.

In brief after not really having a boiler that worked correctly for many years is now sorted, working like it should do, instant hot water on request.

It’s not very often you get fantastic service, Great communication, engineers turning up when they said they would, sorted the problem offered some great advice and now it’s working like a dream.

In a world where everyone complains I thought it would only be fair to highlight fantastic service.

Thanks

My experience today with a professional lady trudie was fantastic very helpful went above and beyond to cater for me funny (I’m free) truly scrumptious 😂😂👌👍👊

Jacob Pyatt Portfolio Manager is so helpful. He helped me a lot to sort out everything with my account. His customer service is so great, and thank you for everything you did for me.

Hassle free boilers is anything BUT hassle free. I’ve been with them for about 8 years now and trying to get them to come and even service our boiler the last couple of years has been a nightmare. Funny enough they’re quick enough to take our money every month, but give nothing in return.

Thank you for your reply but i have done both emailed and telephoned several times. I’m looking to end our contract with you as the contract is not being honoured. I’ll try one last time to email as a good will gesture on our part.

Appalling company to deal with. Stealing money from people and not servicing boilers as per contract. Crooks

Hassle free boiler has been excellent
Trudie worked really fast from the minute I sent an email.
She was fast, always confirming everything and worked efficiently.
Excellent costumer service.

I contacted hassle free boilers who we have been with for some years. I had an issue with water from outlet pipe and system switching off and needing top ups frequently to get heat back in. The next day the engineer contacted me, talked through the problem and likely issue. He arranged for a colleague to come out the next day and fixed in same day. Absolutely brilliant engineer really helpful friendly and job sorted so quickly. Excellent service and support !

Terrible Customer Service, takes ages to arrange boiler services, and refuse to update thermostat as the old one is now not able to work as sold to me due to becoming obsolete and no longer supported by Nest. What the hell am I paying for?? AVOID LIKE THE PLAGUE. You only have to look at Facebook to see all the bad reviews.