Be very careful if you live in a hard water area and want to fit a water softener. It will invalidate your 10 year warranty. Help-Link don't tell you this when flogging you a Worcester Bosch condensing boiler. I have tried to get them to rearrange my plumbing so that I can have one without invalidating my warranty. All I receive is polite bleating with no follow up action. ASK FOR INFORMATION ABOUT WATER SOFTENERS IF IT IS OF CONCERN FOR YOU! read more

Help yourself and Not Help - Link UK Avoid using this company as their installation survey engineer caused damage to my property while doing a boiler installation survey. They are refusing to pay for the damage as they seem to think it has nothing to do with them ! read more

Yes it's true! a modern boiler does save you money so I'm glad we took the plunge. I was also glad we chose Helplink as we were impressed by the pre-sales service and by the chap who came to fit the boiler. It was a pretty big job as the boiler needed relocating but he worked fast and took care to minimise mess. What mess was made he cleaned up. So all in all Helplink were heading for five stars but the boiler was fitted 18 months ago and last winter was very cold........ Our new boiler stopped working so we rang Helplink (we have a warranty) who asked me to check a few things and then told me that it sounded like a frozen drainage pipe and could I pour hot water over it. I pointed out that the boiler was in the loft and that the pipe was outside but they said that they had a lot of calls and could get to us for a few days. They again suggested climbing up and putting hot water on the pipe. They asked me to ring back if this didn't work. It didn't. The next suggestion was from a senior manager who asked me to SAW through the drainage pipe near the boiler and put a bucket underneath promising that they would be attending in a few days and would sort it out. OK, I'm not a gas engineer and, although I was pretty sure I knew which pipe to cut I really didn't want to risk it so I disconnected the drain outside the house and this solved the problem. It's a good job I didn't cut the pipe as that was 8 months ago and they haven't got to us yet! read more

Please do not use Help Link of Castleford for any plumbing needs , I have had a disaterous experience right from the salesman miss quoting to a shambles of an insallation , they are only interested in getting the money and not doing a decent job . Do not use this firm !!!!!! They left the house in a mess , forgot to connect the programable timer , located the overflow pipe in the wrong place,They have not provided a gas safety cerrtificate or the benchmark commissioning sheet , this is needed for the warranty , only had the boiler installed for 6 weeks and I must have called them out 5 or 6 times to sort out insallation problems and faults , the last straw was xmas day when again the heating went off yet again , I could go on read more

Had a new boiler fitted on the 2nd of Oct.2012,found a leak the next day and contacted the service people at help-link. As it was just a small leak i was happy to wait a couple of days,no fitter turned up on the appointment day. It is now the 13th Oct.and after several calls to the service people I am still waiting for them to contact me.They even told me they would put it down as an emergency,but still no contact from them. If this is their idea of good service,then what I paid British Gas was well worth it. read more

My complaint to Helplink!!! Dear Helplink, I contacted you regarding having a new boiler system fitted and you said due my circumstances I would be entitled to have a whole new system due to the old one being around 20 years old, you booked an appointment for a technical surveyor to come round and have a look at the property and take all the information you required before works could continue. Appointment was booked for 19th September the guy came out and did the survey and gave me the all clear to have the new boiler fitted, he gave me a fitting date of 3rd October and I asked if he needed permission from my landlord and he said no so he went ahead and booked it in. No-one turned up on 3rd October as was arranged and then I receive a voicemail saying the appointment needed to be changed due to being busy that week so was arranged for a week later 10th October, got to the 10th of October and waited in but no-one turned up again and then I telephoned you to find out what was going on as its twice this has happened and you tell me you are waiting for a form from me so my landlord can confirm all is ok and we have the go ahead for the new boiler (so it turned out I did need permission after all) it wouldn't have been a problem to get permission but if I could have been told this from day one (when the surveyor came out first) before arranging two appointments for the boiler to be actually fitted and waiting in unnecessary! A day or two after the last date of fitting someone from Helplink came out to check if the "New Boiler Fitted" was working and in order in which I told the guy that we don't have a new boiler fitted yet! you need to sort out communication within the company and your staff also. Another month later after all cleared from landlord, I have to chase you to find out when an appointment can be made to get the boiler replaced, after phoning a couple of times and emailing I didn't get a prompt reply and then after going on your online chat I actually get an appointment for the replacement of the boiler for a weeks time 11th and 12th November (2 day job) The boiler engineer Lance Carroll and a apprentice came out to do the work, got here around 9:15 but didn't start working till around 10ish as the poor guy had no notes on what the job involved and where the new boiler was going to be fitted, that delayed things quite a lot, I had to get my landlords son out to confirm extra details and he was told the original surveyor said the boiler was going in the bedroom and not in the kitchen where the old boiler was currently fitted, communication between you and the landlord was not that great either as it was the first the landlord/landlords son knew about a boiler going in the bedroom in which was declined as they didn't want it in the bedroom next to me sleeping no matter how safe it was going to be, they wouldn't have been comfortable with that. Lance Carroll phoned his boss (as he wasn't quite sure of what to do now regarding work) whilst I the tenant and the landlords son Carl was present and the "Boss" had a very just get on with it attitude and was swearing and very rude at Lance, Carl offered to speak to Lance's boss and he said he "couldn't be bothered as he couldn't be arsed to argue" we all was very shocked by the attitude!! There was a third person that came on day one of the work taking place and he left me a right mess outside the bedroom window where he drilled into the walls windowsills were covered in bits of brick and dust so I'm not happy about that at all. Boiler ended up going in the same place as the old one it took about a day and a half to do, I'm very happy with Lance and the apprentice as they worked hard but I just feel the whole job/communication could have made it a better job for them, Lance was very stressed out being put in the situation he was and so was I and didn't need this being heavily pregnant. Job was done 12/11/2013 apart from the electrics in which Lance said I "should" have an electrician coming in the next day or so to come and do the electrics for the boiler, timer and old electric cables removed, a week later no-one has turned up to do it so I'm left with cables hanging out the boiler, no timer or anything working, todays date is 21/11/2013 and I have heard nothing from you! Going through so much hassle with your company I wished I had gone to someone else for help as the service I have received is absolutely shocking and what your two workers have had to deal with is awful, I hope you can make services better from my feedback and experience with Helplink but I really wouldn't recommend anyone use Helplink if someone was to ask me. Regards Mrs Chantelle Cattermole read more

Yes it's true modern boiler and a ten year warrenty.After 5 engineers,2 Inspections and remedial work still to be done,Will not by recommending to people.May be company has taken on to much in short space of time and now cannot keep up with standards of work/customer service it had before. read more

Had Helplink in today to install a new Worcester 28i boiler. The plumber arrived in the morning to do the bulk of the work, and an eletrician later in the afternoon to install the new thermostat and take care of a small piece of wiring. I can't speak highly enough of the two staff whom attended my home and also those I spoke with on the telephone. The work was carried out effeciently and professionally in both cases and up until now (noting Tim M's review) I am very happy with Helplink. read more

We contacted Helplink with regard to quoting for a new boiler. Someone came out very quickly. However, did not spend long doing the quote, but anxious for us to complete the credit agreement. A date to have the boiler installed was agreed. When the engineer arrived Tuesday 8th Nov to install said boiler he discovered that the survey taken was wrong. Chap that came initially did not notice that the boiler we had was gravity fed, so loads more work would have to be done, including the need for an electrician on site. Engineer then left. After many phone calls to the original salesman, who was very apologetic he finally came back to us and told us that I would need to pay an additional £475 for his mistake. We very reluctantly agreed to this on the condition that the boiler would be fitted later that week, he agreed and said he would post the paperwork that day. (Tuesday 8th November) To date this paperwork has yet to arrive. After many calls to helplink and being told eventually that nobody from installations was available and they would call me back - after 6 hours and still no phone call back I eventually managed to get hold of the installations manager. He told me that he could not install our boiler until the 16th November. He said that he could not upset a customer by delaying there install to bring mine forward. I agreed to this date and asked that for confirmation that the install was booked - yet again no phone call. I asked to speak to a manager of the customer services team , again no one was available - I was told I would be phoned back - several days later we are still awaiting a call. So far our experience with Helplink has cost my husband 2 days holiday and about 20 phone calls - We would ask for recompense but we know we would not get any response. Our only positive experience with Helplink has been with the girls who answer the phones, who have been unfailingly polite and apologetic through out and the engineer who came to fit the boiler on Tuesday 8th November. Last but not least we then discovered that the Worcester Boiler that was going to be installed would have been wrong as the salesman failed to notice the water softener that was at the entrance to the loft (no one asked us either). Worcester boilers not compatible with water softeners. Needless to say we cancelled the order, and have not heard anything from helplink at all. We had a competitor come out and do a thorough quote on the 10th Nov and on the 14th Nov the engineer came and fitted the boiler and it was completed yesterday afternoon. Lesson to learn is you get what you pay for. read more

COWBOYS!! If I was deciding on a boiler again, I would just get a local Plumber - getting involved with Help Link has been a total disaster. They didn't arrive on the correct date to begin work. The guy who worked in my home on day 1, went off to get my new boiler, leaving the old system to drain. There was water coming through my ceiling upon his return. I was due to have a Worcester Bosch Boiler and Cavity Wall Insulation, but ended up with just Ideal Boiler - was fobbed off with some story about vouchers not being correctly completed!! My furniture got moved around and I have huge scratches on my wooden floors now. A few days after my boiler installation was completed, I discovered water at the location of the boiler. Apparently something had not been connected correctly. All the above was in August, but here I am in October still awaiting my £1600 from the Green Deal Home Improvement Fund and I am so fed up with having to chase things up. I cannot tell you how angry I can become when I see Mr. Ball on Help-Link's TV ad! read more

Help-link installed our boiler and were very pleased about it, we took out the service plan which cost £13 per month, after hearing their adverts saying they would install new boilers with service plan for 10 years at £17 a month I though what is the point of paying £13, if anything goes wrong and it will be really expensive to repair I will just go for the £17 option. When I tried cancelling my plan, it was difficult after several phone calls and the plan not getting cancelled and emails and putting it writing that I want to cancel I could not get any joy, so I canceled my payments through the bank, I never got any feedback from help-link so I am posting here. read more

Nice and easy. No big outlay, because they offered me credit and then installed within 2 days. Not exciting changing the boiler - but these guys made it painless! read more

Just wanted to say a HUGE thank you for the supply and fit of our new boiler. Your guys - were fabulous!!! They worked hard, were extremely polite, respectful and caring. Their work was clean and tidy. I cannot speak too highly of them. Thank you for your service and staff that came to my home, you are the BEST!!! read more

Boiler fitted on time and efficiently on 13 May 2014. So far so good! Recommended a friend who had a boiler fiitted in June. Have had to chase for reward vouchers. Lots of calls to Helplink with promises of callback never fulfilled. Eventually, early August I received a M&S £25 voucher but addressed to my friend but at my address. More chasing, a letter to the MD with no results. My friend still hasn't received anything. More phone calls from us, no one available but a promise to phone us back. Still waiting. It begs the question. What will happen should I need to call out service? Then I read the reviews. What a disaster! Why ever did I think of leaving British Gas. read more

Please do not use this comapny. They rush the job, making mistakes, poor workmanship and then when there are problems - I have had 2 leaks they suddenly can't answer the phone. Please stay away as I have been so disaapointed and upset by their service. Would give them one star but its not possible. Please think twice before using them. read more

We cannot fault the service of the trades people who came to visit. However, the administration is apparently very poorly trained. When we attempted to finalise our bill, we ended up paying 4 times! My bank account called to say our bank accounts had been hacked and we must destroy the cards we had used to pay the bill. We were without a debit card and a credit card and the repayment took a full 10 days. The customer service attendant Elizabeth Hezeltine, indicated that any outstanding fees would be paid, but never apologised. When I suggested some compensation for the inconvenience, she parroted back that any outstanding fees would be paid, but she would get back to me. Needless to say, that call was never received. We have now waited 14 working days for our gas safety and environmental certificates to be issued, despite being told we'd have to wait 10 days. Sadly, the good service from the tradesmen has been completely overshadowed by the unsympathetic, and verging on criminal response of the customer service and accounts teams. I cannot recommend this company. read more

We used Helplink through our bank's emergency cover service. I was given between the hours of 9-5 for a repairman to arrive. Before saying "hello" or introducing himself, he asked to use our loo. After that, he took a look at our kitchen boiler and told me he couldn't even look at it because the cupboard needed to be removed. I tried to ask what needed to be removed and he cut me off and said he wouldn't check it. He went to re-park his vehicle and said he'd put a sticker on the boiler when he got back. During that time, I removed the two screws holding the top of the cupboard in and he was able to look at the boiler. Despite record of British Gas service on the boiler from the previous owner (we have only lived in the house for 8 months) he stated on his report that no maintenance had be done and condemned the boiler. This invalidated our insurance so they would not be able to contribute to repair unless we went through a long appeal process to show the previous owner's service record. We immediately applied for the Affordable Warmth scheme and a surveyor came out to look at the boiler the next day. The surveyor was very nice and fast. We paid a 345 pound contribution for the new boiler and were told that it may be a three week wait. We paid on a Friday, but were told that we would be called on Monday to book in our installation. I called midday Monday after not hearing anything and told them we have a two year-old child and no working boiler and need to book in. I was told I would get a call back. I called again at 4:50 and was hung up on. I called again at 4:55 and was told that everyone had left for the day and that I should call back Tuesday. I asked to speak to a Manager who said I would not be able to book in before April 15th (it was March 31st). I called the next day and was told the earliest I would be able to book in was May 12th! I told them I have a small child, and that they had condemned our boiler. They don't care. I asked to speak to a manager and was told s/he was in a meeting and would call me back. Of course the manager has yet to call me back. We paid them our money and as soon as we did, the customer service was non-existent. We were told it would be a three week wait for a new boiler and now it is a one and a half month wait. Ridiculous. Completely poor and rude service. Who knows when we will get a boiler? read more