British Gas = worst service ever & lies galore. You are best off contacting smaller firms or independent engineers. Avoid them! I waited the whole day for an appointment booked for 10am -12pm on the coldest day of the year as we had no heating or hot water . We were told the engineer was on his way,he never turned up. When I managed to get through to someone after waiting on the phone for 4 hours I was told he came but no one was at home. Which was a blatant lie. I went back again and was told other lies that the appointment was cancelled because the parts were not delivered and then there was no appointment booked. Avoid them like the plague! Let's support small businesses .Buyer be aware!