Good evening Please treat this as a formal complaint, which I will also make through your online channels and by telephone when your call centre opens at 9am. I am putting it here too so people considering taking out your services or renewing them can be aware of your poor service levels and the obvious contempt you have for your customers and, to a degree your staff, as you do not equip them with what is needed to respond to customer queries. I will detail the background to the complaint and the steps I would like you to take to put it right. I have been a long standing homecare customer for well over a decade and have always thought it provided a good service and peace of mind when there is a problem. Your service is a very poor imitation of what it once was, and on today’s experience, pathetic and not fit for purpose and the £300 a year charge. Our boiler broke on Tuesday evening and we have no means of heating or hot water. I logged on to the system and booked the first available appointment of Thursday between 8am to 6pm. My partner has taken a day off work to wait for the engineer to arrive. He is self employed and lost income for the day. It got to late afternoon and we were expecting to be told the engineer would be with us on the next call. I called the call centre to see where we were in the queue. You were unable to provide any information - please consider why you have a call centre if you cannot deal with basic queries such as the arrival time of an engineer. I asked what I should do if the engineer did not arrive as expected. I was assured this was unlikely to be the case but if this did happen I would be notified and a prompt resolution offered. At 5.45 approximately, I received a call at work which went to voice mail. In the call you offered no apology and advised an engineer has been rescheduled for Sunday. Today is Thursday, tomorrow is Friday - why are we not at the top of the queue for a rescheduled appointment. On the performance of today, there is no point me having boiler cover - I pay for this so any problem can be resolved quickly. I would have been better advised to not pay for boiler cover and call a local engineer. This is what I would like you to do to resolve this complaint. 1. You have failed to fulfill your appointment commitment. I should not have to wait until Sunday, you should be offering an appointment as soon as possible, in this case Friday morning. 2. Details of how to claim for a days lost earnings. I await your response. I hope some of your senior leadership team read this review and reflect on how your service levels have deteriorated. This used to be an exemplar service and is now shockingly bad on todays experience. Date of experience: 05 January 2023