I was asked to organise any work needed myself, but then it charged a call-out/excess fee
My gas boiler stopped working in the middle of April, during a very cold spell. As I have a British Gas HomeCare policy, for which I pay £269 a year, I logged on to the website and tried to book an appointment, indicating that we had no hot water or heating.
The first available option was more than a month away. The British Gas chat service confirmed this, but told me that if I could arrange my own repairs, I would be refunded.
