British Gas Homecare

Hi everyone, I am new here.

British Gas have got me questioning my sanity.

I have taken out Homecare cover with them but cannot for the life of me figure out how to access this.

They advise me to login, but when I do, it just takes me to my normal gas and electricity account, and within there, there is no option to access Homecare.

I have sent a "help" question but I am just directed to a link which also asks me to log in. See above for same problem.

Or, a phone number, and when I have called BG previously I have been on the phone for over an hour and most of this was on hold.

I have tried sending a complaint which gets a "this email is not monitored" response.

Their Twitter/X help gives an automated "we may not be able to respond" message.

I need to book a boiler service and have absolutely no idea how I am supposed to do this.

Can anyone help? I must say, I have found their admin processes to be appalling ever since I moved into my new property.

Thank you

Comments

  • Lorian
    Lorian Posts: 5,662
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    I've seen similar with BG - make sure you didn't use a different email address when you signed up for homecare - if you did log in with that one.
  • I only have Homecare (bad move!) therefore the link might well not be what you need?


  • Hi everyone,

    Unfortunately I go to the links you have all provided, it asks me for a booking number, which I don't have, and then it tells me to book via my account- so, I log in, and am, as usual, redirected to my normal gas and electric account which has no option to book homecare.

    @Lorian, I don't have a Homecare account, it seems. All I have is the normal gas/electric account. So I can't log in with a separate email, because there is no separate account. I can't even set one up.

    It's actually making me feel a bit ill, all of this. I am now pay for insurance I can't use and cannot book a boiler service.
  • Gerry1
    Gerry1 Posts: 9,721
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    edited 12 November 2023 at 11:50PM
    Welcome to the furum.
    There are several things you can do.  Forget the phone, keep it all in writing so that you have an audit trail.
    Or just write to
    Services Customer Relations
    PO Box 69
    Winchester
    SO23 5AR
    You can go to the Financial Ombudsman if they send you a deadlock letter, or after eight weeks if they haven't sent one and it's still unresolved.  You are dealing with  British Gas Services Limited.
    If all else fails, ask your bank to reverse your Homecare Direct Debits on the grounds that they have failed to deliver the services for which you have paid.
  • ecraig
    ecraig Posts: 199
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    I found this number online on their website:
    03332008899

    and this one too
    03330095784
  • I have had exactly this same problem for over a year. I've never been able to find any way of doing anything online - it's a complete shambles. Links to 'book an appointment' take you back to an account page which has no evidence of any homecare coverage, there's no functionality in the app...car crash.

    As it is, the online chat function has helped me in the past, and I've also been given this number - 0333 202 9802

    But I'm with you - really makes you question your ability to function in the 21st centurey!
  • I have had exactly this same problem for over a year. I've never been able to find any way of doing anything online - it's a complete shambles. Links to 'book an appointment' take you back to an account page which has no evidence of any homecare coverage, there's no functionality in the app...car crash.

    As it is, the online chat function has helped me in the past, and I've also been given this number - 0333 202 9802

    But I'm with you - really makes you question your ability to function in the 21st centurey!
    I had a similar experience a few years ago with British Gas; the online account and app refused to let me book anything. In the end I complained to British Gas, who spent over a year failing to solve the issue, resulting in me cancelling my contract. Because they had missed a service, they agreed to refund me and pay a small amount of compensation, plus provide a final free service.

    Not wishing to go through the same experience again, I've now added boiler cover to my house insurance, which requires me to obtain a separate professional service at least once every 3 years. Strangely, I had my boiler service this year provided by British Gas; I found their system for non-contract customers to be much better and, as they don't charge you until after the service, they also have a much greater incentive to turn up.
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