I had to call the home emergency team as I lost electricity and heating at 7.30 in the evening in November 2014. Someone arrived at 9.15 pm took a quick look at the fuse box and said sorry he hadn't the part but someone would call me. That was it. I would still be waiting now (March) if the next morning I didn't source my own electrician. Noone ever contacted me and I had weeks of trying to get reimbursement. Their slogan OUR PROMISE TO YOU says the following " acknowledge all complaints promptly, investigate quickly and thoroughly, keep you informed of progress, do everything possible to resolve your complaint, use the information from your complaint to proactively improve our service in the future." Despite sending several emails, telephone calling, I was fobbed off continuously. Eventually got a cheque 3/4 weeks after the event. But the hassle I had to get it was very stressful and totally unacceptable.