Hug Boilers Avis 

The chap who came to install our boiler, Alex, nice lad, pleasant and informative about the operation of the boiler. Tidy worker, and efficient. Definitely a 5 star 🌟

Our boiler went off on Monday night and was written off by our insurance company on the Wednesday stating it was beyond economical repair at 14 years old. I started looking online at various boiler companies who could supply and fit asap. HUG was by far the most competitive price wise. We looked at boiler reviews before deciding on a Vaillant one. At 8:30 on the Thursday morning I filled out my details on HUG website, selected the boiler and installation date (Friday)and uploaded the relevant photos that were required. I got an email to confirm the order had gone through and an engineer would be there the next day. Alex turned up just after 9am on the Friday morning and got the old boiler out and the new one in by 2:30pm. He never stopped. Really friendly guy who was clean and tidy and answered all our questions. Wouldn't hesitate to recommend HUG. Thank you 👍

Boiler ordered and fitted by 3pm the next day. After our boiler of 16 years failed I was recommended Hug. Everything was sorted quickly and the old boiler taken away by the friendly installers, Good pricing and great service. Family now happy they can get shower again !

I was really pleased with the whole experience with buying this boiler ordering online easy, to the fitter turning up on time doing a excellent job of fitting boiler and the explanation of using it, he even got the app on my phone to control the heating. Nice and clean job

I paid for the boiler and installation. When choosing an installation day, I selected the next available day which happened to be the day after (my day off). Following that, I was asked to submit about 10 photos of the current boiler, I was at work so figured I would do this when I got home that day. Within 10 minutes I received a message saying that they couldn't install tomorrow because I had not submitted the photos yet. I went home and immediately sent across the photos. This was too late so we had to postpone the installation by 4 more days.

The installation day came around, my husband kindly worked from home that day so someone would be available to let the engineer in. I had a phonecall asking how everything went, I explained I was at work so the lady said she would call me back after 5pm. I came home excited to see our new boiler after not having hot water for 2 months! :( However, I came home to find a smashed garden tile, and our outdoor tap pipe had been bashed - it had come apart and there was water leaking down our brickwork. The lady never called back so I sent a message on Whatsapp, the next day I was told the photos I submitted would be sent to their supervisor but I still haven't heard anything back.

Great having a working boiler, just a shame it came with damage to our property... I usually leave only good reviews but this was actually upsetting and has ended up causing more jobs that need doing... so sorry.

Initially impressed but not so with the installer who was more concerned with getting finished for the weekend.
Put boiler in a different room to that planned but didn't say anything until done and no explanation as to why.
Left floor boards loose and dangerous,
I am having trouble getting boiler to work on timer and have called a few times and promised a call from someone but not heard anything so I am thinking of contacting manufacturer soon.

Excellent service throughout both from the team over the phone and the engineer (Adrian) and electrician (Wayne) who came to fit the boiler. All were very helpful, friendly and professional.
Team arrived on time and did an excellent job of removing the old boiler and fitting the new one, explaining how it worked and left everything clean and tidy.

Hats off to Jason (Negotiator), Darren (Plumber) & Ryan (Electrician). They turned up on time, got on with the job; clearly knew what they were doing and all I had to do was make tea, coffee and bacon sandwiches. No fuss, no mess, job done.

Fantastic service and the guys very polite and friendly and courteous. Excellent price

I'm so glad that I've contacted this company to install a central heating in my house
Jason was fantastic, understood me when I've delayed the job and I didn't lose the deposit. The price was lower than I expected. The engineer, Greg, was brilliant as well, tidy, fast, polite and did the job faster than I expected. Many thanks for everything and I recommend this company 100%

The engineer was so helpful, tidy, professional and polite I would recommend him to anyone, his name escapes me unfortunalely however he was very good indeed.

Great service and great tradesmen

Excellent professional service, from quote to installation. Great staff. Would highly recommend!

The lads that fitted my boiler were absolutely brilliant, I was a a technician for 42 years and that’s the service I loved to provide, great lads !!👍

Can't fault HUG at all. Less than a week from quotation to boiler installation. A few issues that meant their engineer (Darren - very polite and approachable) had to take all day. Since installation, our hot water is back and our central heating is working better than it has for years following the radiators having the air removed. A new water pump is far quieter than our last one and radiator thermostats mean that we can finally control temperatures in every room to our comfort.

Special thanks also to Chris and Rebecca who are a credit to the company.

Wouldn't hesitate to recommend on my experience to date.

Shop around for your boiler service plan!! Wish I'd cancelled mine sooner.

21st April 2025

Dear HUG

I am writing to inform you that we are terminating our service plan with your company. After experiencing several cancelled appointments and a lack of thorough service during my last appointment, we no longer find the service plan to be cost-effective. In fact it’s a rip off. We have paid over £400 into the plan for two services, one of which lasted 10 minutes. This is unacceptable.

I have had multiple appointments cancelled, or unconfirmed, which means I've been waiting at home for an engineer and no-one has turned up. Additionally, during my last service appointment, the engineer was present for only 10 minutes. I find it hard to believe that a boiler can be properly serviced in such a short amount of time. On your own website it states a service will take a minimum of 30 minutes. As a result, I have decided to seek independent servicing for my boiler to ensure that it is properly maintained and to maintain the warranty on it. I am disappointed with the level of service provided by your company and will not be recommending your services to others.

Jason contacted me and he explained everything in great detail, I felt at ease with our conversation and felt no sales pressure whatsoever. He advised the best boiler for the house . I opted for some new rad valves as we had just recently moved into the house. The engineer arrived on time, was very polite and kept everything tidy and clean. Great job by the engineer (sorry but his name escapes me, apologies). Great work and would highly recommend. Phil.

Just got my Hug (Home Utility Group) new boiler installation order cancelled yesterday after placing the order 2 days ago. But I was told afterwards there will be a charge of £150 for their cost and preparation. This caught us in much surprise as we are cancelling the order well within the cooling off period and there was no mentioning of the charge by the sales person beforehand. Home Utility Group told us there were fine print terms at the back of the one page sheet i received. As an old retiree and English not my mother language, we felt being caught in a trap and helpless!
Beware of these tricky business. Adding to these, I never receive any formal order confirmation through email. No description of work in writings. These added my discomfort leading to my cancelling of the order

Alex (plumber) and Wayne (electrician) came and fitted a new boiler today.
They were courteous, tidy, and completed the work to an impressive standard.
I am very pleased with the way they explained everything and made sure I was completely satisfied before they left.
I would recommend HUG for new boiler installations.

Fantastic service will be using for our annual service, get engineers left no mess and really polite strongly recommend 👍