Macbrook Gas LTD Avaliações 

I had a heat pump fitted from Macbrook last March. The installation had its own issues such as the initial installer being very rude, the information I had been told by Macbrook being incorrect and there was a lot of information that I hadn’t been told but should have been. I didn’t want to make a fuss so I didn’t complain and just accepted the situation as I was happy to have the heating.

Recently both my heating and hot water broke. I tried to report this but they do not answer the phones half the time, I was waiting on hold over 15 mins approx 6 times to be disconnected and have to call back ending up at the back of the queue. This is very frustrating when you need to speak to someone.
Altogether, I had 5 engineer visits (between them and the manufacturers company Grant) and it was 3 and a half weeks before anything was fixed.
This meant me and my children were absolutely freezing for almost a month in January/February so it was freezing outside. It was so cold that my kids were upset and we couldn’t sleep at night. I was given various different reasons for it not working. It felt like no one knew what was actually wrong with it. There was no urgency sending engineers out to me, I had to chase them each time. One time they had told me to wait in for an engineer for him to not arrive, I called them to be told there was a note on the file to say the job was cancelled as the part didn’t arrive - no one thought to call and to let me know this so me and my children were sitting waiting indoors in our coats for no reason when we could have been somewhere warmer. I asked to speak to a manager over the phone but wasn’t able to. I was told they were treating the job as a priority 2 weeks after it had broken, why wasn’t this a priority before? I was told on the same call they had just read the reports thoroughly, why did it take 2 weeks to read these reports ?
The engineers who visited were all polite and helpful however it did feel as though none of them read each others reports.
Macbrook the company take no responsibility for their actions and simply try to shift the blame to the manufactures company Grant. Surely they should still care about the service their customer is receiving? There organisation, communication and customer service skills are shocking.
I spent a lot of time listening to their hold music over the last few weeks which states… they are committed to delivering a 5 star service, they are committed to keeping our homes warm, great service shouldn’t be complicated etc. I strongly disagree with all of these statements and suggest they should be changed.
I sent a formal complaint email and have had absolutely no response, not even a quick sorry email.
I’m extremely anxious that the heating will break again as I’m still not any wiser what caused it to break so badly and why it took so long to repair. I did state this in my email to Macbrook but as I said have had no reponse.

Edit: reply to Macbrook - you’re right, this is my only review because normally I’m not the sort of person that would complain. Your company has upset me so much that I felt other people should be made aware.
I addressed all the dates/times in my complaint email, it is far to long and detailed to add to here. Are you suggesting I add my phone number and home address to this review for anyone to see? I’m not really sure what you expect me to do? My name is Lianne Moore and post code is cb9. Surely you can search by names? I can assure you that this is a genuine post unfortunately. Strange that you can reply to comments on here so quickly but don’t reply to actual complaint emails that are sent to you. I’ve resent my email this morning so please do respond to it.

Use this company at your peril. MacBrook Gas installed our solar power system in August 2025 under the Government Green Deal initiative and we've had problems ever since. On installation day the fitter pointed out the surveyor should have said the pipework to the boiler needed access to an outside wall. The only option was to fit an unsightly pipe through to our bedroom, we had no option as work had commenced taking the old system out. The contracted fitters used our home as a building site with people wandering in and out without introduction. Covers were not placed on the floor, when challenged I was told they only had a couple of sheets and didn't put them on tiled floors. We were not told the dimensions of the boiler prior to installation and lost valuable storage space. Once installed we were given a few minutes instructions how to use the system; no where near adequate to manage the complicated programming. The workers returned unannounced to collect the scaffold some days later letting themselves into our garden; their language delivered loudly was educational. When I first accessed our loft following installation I discovered the portable electric heater stored therein had been stood on by a fitter and broken beyond repair. I have sent many emails, photos of the damaged item, had someone come out and look at it, telephoned and, despite the company admitting they were responsible, have not received any compensation or replacement. Over the months we have had to call MacBrook back many times to correct holes left in the walls from the old system, pipes unsecured, disused electric cables left live and anomalies regarding setting up the system correctly. Last Friday a warning signal prompted a system breakdown and I was informed it was nothing to do with them but a fault with a part requiring repair by the manufacturer. It is now Tuesday and have heard. nothing from the manufacturer. We have been without heating since. I am a pensioner. A friend, who is also a pensioner, that also employed MacBrook to install their system has also had numerous issues including pipes not being insulated and wrong fittings installed. Be warned, especially if you are an older customer, MacBrook Gas are only interested in getting the job done as quickly as possible to get the Government grant and hope you don't notice the shoddy work; their after sales support is poor. Note: this does not apply to Sam who is a star. UPDATE: Within hours of this review a senior manager contacted us and within a couple of weeks all issues were resolved. However, we are still waiting for additional anomalies, identified by a Macbrookgas installer, to be resolved.

I just wanted to leave a note to say how genuinely impressed I am with Billy’s heat pump installation work. He absolutely deserves 5 stars for his contribution, even though my overall experience would be closer to 3–4 stars.

The previous installer you sent, Ryan, was unfortunately out of his depth. He opened plasterboard in several places (still open, I need to find someone to complete the plastering) and, after a couple of days, left the job unfinished, which meant I was without heating for over a month during December and January. George was super supportive, but at that stage, it really felt like my case had been dropped.

Then Billy arrived, and the difference was immediate. Several issues that Ryan had struggled to resolve — even with builder support — were handled by Billy with remarkable ease. The way he thinks through problems and connections clearly reflects deep experience and confidence in his work. Concerns that had previously been flagged as potential obstacles turned out to be no issue at all in Billy’s hands.

His calm, practical approach has made a real difference as the work has continued, and I wanted to make sure this was recognised. All is working well!

Avoid this company. Back in September they arranged to replace our oil fired central heating with an air pump using government funding which was available last year. They repeatedly postponed installation until now (February) when it is too late to receive the funding. This has cost us an estimated £40000. I will be taking legal advice on this. Throughout, communication from this company has been abysmal. Use them at your peril. Even a one star rating is too high. Note, their response below is untrue. The cut off date for funding was known well in advance. Copy of actual grant wording follows. EC04 was said to run until 2026, not into 2026:- ECO4: This scheme continues to provide grants for energy-inefficient homes with low-income occupiers until 2026.

Firstly cannot fault the install team for the Storage heaters and the rear solar panels, however was told that the team needed to order some slate for the front aspect before the remaining solar panels can be installed - I thought OK, no problems this can be sorted. This was on the 12th January. Since then all the wiring to the front panels have been installed and is currently dangling in my loft. Despite numerous phone calls and e mails, I have had no communication from Macbrook Gas to say when they will be back, if they have the tiles or anything. Yet they are happy to send a handover pack for incomplete works? Communication is severely lacking. I have spoken to the receptionist who i will say is very helpful, it appears it is the management who appear to not want to engage. All I need is a date and to know what is going on?

Rang on Saturday on the chance they were open as when I arrived to visit my 85 year mother she had no heating. I explained they had installed the gas heating several years ago and service it every year. A lovely lady said she would ring the engineer as he might be able to pop in on his way home and have a look. She kept us updated with phone calls and a lovely gentleman arrived at the arranged time and fixed the problem. My mother said he was very polite and she felt very at ease with having a stranger in her house. He had driven along way to come to her and had a long journey to do to get home to Manningtree. Very much appreciated and thank you very much to everyone for a great service.

Impossible to get an engineer to return for remedial work and repairs. Terrible customer service. My thermostat broke and it took 13 wks of phoning and begging for an engineer to replace the faulty part. I ended up ringing them every single day for 2 wks solidly to finally book an engineer in. 9 times in a row they promised to ring me back and they did not. An engineer failed to show up twice in a row after I had taken time off work, they did not bother to phone me to cancel. When an electrician eventually arrived after 13 weeks of waiting he did not even have the replacement part with him and unfortunately he had not received proper training on the Air Source heat pump settings.
I have now realised that as part of the installation the Aerona Smart Controller should be attached to my WiFi, this has not been done and has been completely ignored. I have requested an electrician comes to my home to hard wire the WiFi to the controller. Once this is set up I can then have support from Grant engineers on line, this is urgently needed as Macbrook Gas are not prepared to provide customer service and aftercare. I am still waiting for a call back to book an electrician in.
Please note all staff have always been very polite and friendly. When an engineer finally arrives he has always tried his hardest to help.

Fantastic job excellent team
Superb service friendly staff
Great superb job 100per cent
Well done

We had an air source heat pump, solar panels, and loft insulation installed in August 2025, and since then the system has been nothing but trouble. It will appear to work for around three weeks, then the same error code returns and both the heating and hot water stop working completely.

We have had numerous engineer visits, yet every visit brings a different explanation — “there’s no issue,” “there’s a leak,” “the pressure is low” — but no actual fix. Engineers regularly tell us they cannot resolve the problem on the day. We are then promised follow-up calls that never happen, forcing us to chase repeatedly, only for another engineer to arrive who is also unable to fix the issue. The cycle simply repeats.

I raised a formal complaint months ago and received no response whatsoever. I sent another complaint yesterday asking for a manager to review the installation from start to finish, as it has clearly never worked correctly since day one.

Overall, this has been a complete waste of time and an incredibly frustrating experience. The system was sold to us as a major improvement to our home, but instead it has caused ongoing stress and disruption. I genuinely wish we had never gone ahead with the installation.

New solar panels, heat pump and radiators fitted under ECO4 scheme. Absolute blessing as I was using cold water before and a new water tank was also installed to heat water. There were a few delays getting started and it was very stressful having a huge crew in the house ripping up floor boards etc for a few days but overall very happy with result. Kim (welfare officer) visited and it was such a relief because I was feeling very stressed out from all the work going on, but she was really reassuring and helpful. There were some communication issues with the office, but this feels minor in comparison to having a warm house now the job is completed. I applied to the scheme in August and the heating system was installed in September, just before the weather turned. Thanks to the team, especially Kim who was so reassuring on a difficult day.

Excellent work by both the panel installation team and the electricians despite very poor weather, it rained most of the time but they got the job done.
A Well done and our thanks to all of them

Installers get five stars . Office staff zero .15/solar panels installed September 2025..Office noted wrong address.Mi electricity supplier helped me correct this.Said Ineeded g98 but. did not sent info. .Then said because they installed 15 panels I need g99.Promised paper copy of handover pack., Four members of staff promised this would all be corrected. I am still waiting, over three months later!!

From the word go the installation was carried out swiftly and professionally.
The engineers clearly know what they are doing and worked through the house adding the necessary pipeworks and electrics.
The house was in total chaos for 5 days, but the end result, of a warm and cosy house made up for it!
Thank you to all involved, you were all polite, hard working and professional.

We have recently had a our boiler replaced under the government EC04 scheme. Once the application had been approved Macbrook arrived within two weeks to start work. From the first contact with Louis until the job was completed all staff were extremely professional, efficient and hardworking; plumbers, electrician and scaffolders. A special mention to Olly and Nick who whizzed round at 100 miles an hour not stopping until the job was complete. Once the boiler had been installed Nick was very clear in explaining exactly what had been done and 'extremely' thorough completing final checks to ensure all was working well. I wouldn't hesitate to recommend Mackbrook to anyone needing a boiler replacement.

Had an install done this year company who installed the system were ok while doing but after sales service was very poor.Macbrook gas took over,after a long period of time found the problem.They have booked 3 appointments to come and fix it but the last 2 times have contacted me and rescheduled with what I think is an excuse.Today I have waited at home for them but I have had to call them to discover yet again they are not attending to fix my problem.Good on install very poor at after sales service.

They are very good,brilliant. I had solar panels and inverter fitted no problems what so ever very efficient ,polite and helpful job completed with hardly anymess left on site 4 roof tiles where broken think he said three but four are missing should think he took one as a sample to get the correct roof tiles they are only 20 minuit s away and said s9meone will pop back to replace very happy with that response, but have contacted the team they have contacted me asking h9w happy I am with the job said I am very happy they did a great job I am very satisfied but can you find out what's happening with the roof tiles oh yes I can do that for you but I have not got any info back from anyone .I am left in limbo land not happy about the lack of information or keeping me informed of what is going on the job is complete seems it's goodbye sort yourself out from Bill SILVERWAY cottage

100% recommended!!!

I am wiriting this review for and on behalf of my parents! I would like to thank the team ESPECIALLY Hannah & Sam!! My elderly parents had no heating on Saturday after having a service completed on Friday. My dad is 84 and vunerable with his health and with the temperatures dropping rapidly he needs to keep warm so this was a concern. Not expecting the best being the weekend we tried on the off chance to telephone first thing Sunday morning to see if we could have an engineer out. Hannah took our call and advised she would do her best to get an engineer out in the afternoon. Within 10 minutes Hannah called back and said that someone would definitely be with them. Sam kindly attended mid afternoon and carried out the works efficiently and reassured my parents that all was working as it should be. Hannah then called back in the evening to check that all was okay. Absolutley outstanding customer service and we thank you for looking after them so efficiently without any trouble!! THANK YOU 😊

Brilliant experience dealing with this company from start to finish of having my heat pump installed was effortless. The office staff are so polite and helpful and the assessor who visited me was very professional and explained everything perfectly.

It has been an absolute pleasure Macbrook gas and thank you for everything

I have been a while waiting to leave this review until all of my work was complete. I have to say that the experience was great apart from misinformation at the survey in respect of how much moving of furniture etc was needed.... it is way more than the space in front of where the radiators and the airing cupboard for the first day. People really need to know exactly what they need to do accurately to save a lot of stress both for the customer and the poor fitters. That said the actual fitting and service was brilliant all the way through. We had Marcus and Martin to do our installation and they were excellent, how they managed to rip out a complete warm air system and have the new one in running and heating the house in two and a half days I will never know but they did it despite being held up at first because more things needed to be moved and carpets should have been taken up. They were both lovely guys who worked like trojans and were very careful of my home and all my treasures. Stella our Lab loved Martin who had time to give her a fuss each day. I must not forget to mention Pam the lady on the end of the phone who is kindness itself she really put herself out to get things booked in on the days that suited me and all went like clockwork just as she said it would, the rubbish was collected the day after the job finished and I had a builder booked in for two weeks later for the day to do the making good. I have just called to confirm that for tomorrow and all is arranged..
I am really pleased with the overall service that I got from Macbrook gas as a whole.

The team, ably led by Brandon and Conner, were polite, cheerful, professional, capable and personable. They explained each stage of the work before it was undertaken and answered our questions in laymen’s terms. The installation was planned efficiently and they coped with any problems as and when they arose. They had to deal with an old and cluttered house and coped admirably. They cleaned up as they went and left everything as much as possible as they found it. They set a good example for the rest of the team.

We were also impressed with the other team members and your contractors. Furniture was moved, carpets unravelled, floorboards raised, electricals installed and old kit removed with the minimum fuss and disturbance The builder left the garden looking fine and the scaffolding was installed with no damage and removed on a Saturday. The whole team were also very kind to our old greyhound who enjoyed the fusses she got!