Hug Boilers Avis 

⭐ 1 Star — Appalling Aftercare / Avoid Hug Boilers

On Thursday 11th September at 6:00pm I contacted Hug Boilers’ out of hours service. I received no response until after 8:00am the following morning - not what most people would expect from an “out of hours” service.

When I eventually spoke to Rebecca, she immediately insisted the fault was with EPH (the remote-control signal) and said EPH didn’t open until 9:00am but that she would contact them and they would call me back. No call came. I had to chase Rebecca; she then transferred me to EPH without giving them any background, leaving me to re-explain the entire situation. Unsurprisingly, the EPH representative said the fault could be either their product or the boiler.

Concerned about being left without heating for the weekend, I called Hug Boilers again and spoke with Holly. She admitted that she had overheard Rebecca insist it was a controls issue, and strongly agreed with her. I asked if it was possible to bypass the controls and manually start the boiler. Holly gave me instructions, but despite following them and pressing several buttons, the boiler still didn’t work. At that point, it should have been clear that the issue was with the boiler itself, not the remote controls.

Throughout our conversations, both women spoke to me in a patronising and dismissive manner. When I explained that I am registered disabled with multiple medical conditions, this was completely ignored. When I asked what policy Hug Boilers had in place for vulnerable customers, I was bluntly told: “none.”

I asked to speak to a manager, Neil, and requested a call back for that Friday. By the following Thursday I was still waiting.

Hours later EPH attended and confirmed the fault was not with their product but with the boiler itself. When I called Hug Boilers to ask why Rebecca and Holly had been so insistent about the remote control being faulty, I asked whether either of them were Gas Safety Registered, since they had been attempting to diagnose a gas appliance. Rebecca accused me of being “rude” and - when pressed - admitted that neither she nor Holly were qualified or Gas Safety Registered, yet they were happy to give definitive (and misleading) advice. She then asked, “Why haven’t you repaired the boiler then?” - despite me telling her I am not qualified, that the appliance is under warranty, and that it is illegal for an unqualified person to tamper with a gas boiler. Rebecca abruptly hung up on me, with no apology and no accountability.

Eventually a Bosch Gas Safety Engineer attended and diagnosed the real fault within minutes: Hug Boilers had recently serviced the boiler but failed to reopen the heating valves afterwards - a basic omission that left me without heating , freezing cold and caused unnecessary distress.

This was a stressful and completely avoidable set of failures. The full experience demonstrates:
• Misleading, inaccurate “diagnoses” from unqualified admin staff (Rebecca & Holly were not Gas Safety Registered).
• Holly admitted overhearing Rebecca and strongly agreeing — yet no correct action or escalation was taken.
• Patronising, dismissive behaviour toward me, despite disclosing I am disabled with multiple health conditions.
• No policy or care for vulnerable customers (“none” was the response).
• Failure to escalate or manage complaints (asked for manager callback; received none).
• Poor communication and finger-pointing that wasted time and left me without heating.
• A dangerous service failure - valves left closed after a Hug Boilers service - identified quickly by a qualified engineer.

⚠️ BEWARE: Hug Boilers’ aftercare is shocking. They leave vulnerable customers unsupported, allow unqualified staff to give potentially dangerous advice, ignore complaints and management escalation, and treat customers with rudeness and contempt. Do not rely on their aftercare - it is unsafe, incompetent and unacceptable.

I am very pleased with the installer's work. He was very organized and perfect in what he does. At the end, he made sure everything was tidied up. I recommend him.

Jason did a great job with a thorough virtual survey of the proposed installation and provided advice on boiler selection. On the day Jonnie was very helpful tidying up the pipes and cables from the previous installation, installed the boiler and explained everything before leaving.

We recently looked into a new boiler after a certain larger company started charging a fortune for yearly service & insurance. A Viessmann boiler and HUG ticked the boxes and after some great and easy questions and answers from Jason in Sales we accepted a quote.
On the day of installation only one fitter turned up, meaning an electrician had to come on a different day, but the old boiler was swapped out and the new one fitted with minimal fuss, leaving us with a working system. There was quite a bit of cleaning up required, rubber shoe marks took some removing from the floor, but a lot less mess than expected for susch a large job.
The electrician was amazing and really knew his stuff around the smart thermostats. Not only did he get everything running perfectly but his neatness (of new wiring and wearing of show protectors) was also something that stood out, as did his overall knowledge and willingness to share.
Unfortuantely, the office is less impressive and it takes repeated emails to get replies to simple queries - HUG offer a far simpler and cheaper service plan than earlier mentioned larger company but getting a reply or suitable form to take it out remains a hardship. It would be easier for customers if this could be done online rather than rely on people reading and replying to emails.
So if you want an amazing boiler form people who know their stuff then HUG are a good choice, but I am a little wary of post installation support and future service/maintrnance due to the office not being as good at communicating as the sales team.

HUG - HONE UTILITY GROUP
HUG that's how they made me feel. Nothing was a problem.
From initial contact with Jason through to completion of installation by Adrian, I have nothing but good to say. Jason had a lovely personna he spoke to me with respect and regard throughout. Adrian had respect and cleanliness for my home whilst carrying out the work. At no point did I feel under any pressure and all decisions were my own. Holly was equally as polite and professional when I need to communicate with her.
Keep up the good work you have an amazing team.
I have only met face to face with Adrian I'm sure the rest of the team come up to the same standards you have all displayed.
Thank you for everything ❤️
Would definitely recommend and use again

The whole process of buying through to installation was flawless. I couldn’t find a better deal elsewhere so I was slightly nervous as it seemed a bit too good to be true. However the gents who came to fit my boiler were polite and tidy and worked very efficiently. They left my house spotless and did a superb job. Cannot recommend the company enough. They could have easily sold me a more expensive boiler but took my needs into account and prevented me from spending money I didn’t need to. Thank you!

Alex came to ffit my boiler, he did a great job and was very efficient neat and tidy even took all rubbish with him
I would recommend him to anyone

Amazing customer service and expertise from start to finish - made the experience of converting an ancient boiler system to a sparkly new combi a seamless dream! Stuart had fantastic suggestions of the best boiler, where and how to fit it making the quote stand out from other companies. Alex did an brilliant job fitting the boiler very quickly and considerately making sure it would meet my needs. I feel like I'm in very good hands now for future servicing. Would definitely recommend HUG!

The whole process from start to finish was very easy. The boiler was fitted in less than 72 hrs from my initial inquiry. Fitter was quick and worked very cleanly, absolutely no mess. 5*

We decided on a Viessmann 100W boiler, due to reading great reviews. Mounted in our bathroom with a vertical flue. Darren was very efficient, tidy and explained all about the controls for the heating. Over the moon with the result and our choice of using Hugg Boilers to do our upgrade.
Not really had chance to use the heating as yet,but the hot water is amazing compared with our last boiler. Great service from Hugg. Can't praise them enough.
Would definitely recommend.

Alex came to change my mum and dad’s ancient coal boiler for a modern gas one. He was polite and professional and took time to explain everything he was doing. The job looks great, very neat and tidy. Everyone was happy with the whole experience.

We had a beautiful experience. The materials arrived early and so did the lovely engineer, he left our home tidy and was engaging us all through installation. Jason was also a friendly frontline fellow. Yes, I would refer them and use them again.

Super service and great price. Jason Brownrigg was an excellent company rep to deal with. He kept us informed all the way through the planning, purchase and installed phases. Craig Coleman the installer was so helpful during the installation and always asked about the various options for switch locations etc. I was managing the installation on behalf of my elderly mother, and never once felt pressured or railroaded down a particular option. So pleased with them I have absolutely no hesitation in recommending The Hug Group. Thanks guys 5 star job.

⭐️⭐️⭐️⭐️⭐️
Fantastic service from start to finish. HUG Boiler Company was professional, efficient, and easy to deal with. Chris came out for the initial estimate and was friendly, informative, and clear about the options and pricing. Alex, the gas engineer, did a brilliant job with the installation – punctual, tidy, and highly skilled. And Wayne, the electrician, was just as impressive – neat work and made sure everything was safe and well explained. Great team effort. Highly recommend!

This is my second time using them. I had done my research on the work cost this time and did again find them to be competitive. And having a good experience before I used them again.

The installer Alex has done a great job and removed two water tanks and replaced with a combi and undertook the work at a high standard and was professional throughout. Alex also took time to explain everything and was very helpful and contentious in being tidy - we have carpets everywhere.

Installation went ok (LPG Boiler) on a holiday let. Installation was into the attic. Every now and again, when cleaning, we would get an odd smell, but living in the countryside that happens !. When the service was done, mentioned it to the engineer and it turns out there was a gas leak. Guy fixed it, so good fixed but shouldn’t have passed the pressure test in the first place.
Then, trying to get the (already paid up front) service booked in was a nightmare. Earliest date over 2 months away. That date comes and get told “engineer has a problem, can we reschedule” not happy, but reschedule for a month later (again, earliest available). Today (the rearranged date) get called “the engineer has a problem on his current job…. Can we reschedule”. As a landlord, we have a legal obligation to have it checked annually. Customer support say they understand this, but still can’t get it done any sooner, leaving me, the landlord with a legal liability of up to 6 months in jail or fine of up to £6,000. Currently refusing to allow me to get another engineer and send them the bill as “we are still willing to service it”.
If you’re a landlord, be very aware that they could leave you in this position. Lesson learnt myside

All good. Thanks

This is on behalf of my parents who are in their 80's. They had a boiler installed in August 2024. The issues started when the boiler was installed incorrectly. A service engineer was sent out to fix the problem and that was fixed. However the engineer forgot to turn off the radiator, resulting in a flood from the radiator. The contract for the installation included a Powerflush, but only a Chemical Flush was done. Consequently they have had circulation issue since and have had to pay for subsequent flushing. They had a contract that included a Powerflush, but none was done. As older people, it's harder for them to get things resolved and have really been fobbed off by this company. At present I'm waiting for a call from Hug to explain both the incorrect fitting and the contract which wasn't honoured properly. Will assess things based on the follow up. The company's telephone message states how much they care about customers, but at the moment they haven't shown much care towards these elderly customers who have been without hot water for weeks. So we await the reponse....

Can't say how the job will play out over time but as far as the installation was concerned it was excellent. It was not a straight forward job to start with, and survived painlessly several date changes and last minute customer requests. The dynamic duo of Alex and Wayne took everything in their stride and were considerate and careful, not least because they had to move through the entire house to get the job done. Coordination (the job included roof work so needed scaffolding) was seamless and the financial package excellent. Nuff said ?

Had the boiler installed, great, had a service year later, great, needed the Gas Safe Cert. Not great wrong house number on it. Asked for replacement 13th June, still waiting 3rd July. Called 3 times it's been requested, just checked Gas Safe registration website, not registered. How hard is it it to sort this address issue?