Sam the Ideal Boiler service engineer who completed the repair, was excellent, helpful, conscientious and thorough - a true craftsman. Not only did he do all that he could under the contract, but helpfully pointed out what needed to be done for the benefit of my system that he was unable to do. He actually got back to the office to check that he coudn't do the needed extra work! The previous service repair man did a good job of what he came to do. I have only given 4 *s not 5 - commensurate with Sam, because of the now 5-6 calls I have made to your telephone staff for one reason or another, the last two have been excellent, courteous, helpful and "present"(in the sense of communicating genuine helpfulness, rather than the required response) obviously doing their best to be true support staff and resolve my concerns - a credit to you. Sadly that does not describe the other staff I dealt with, who varied betweeen obstructive "jobs worth" in one case, to doing what they had to, communicating that they would rather have been doing something else. Hopefully, they have moved on, or been successfully retrained.