A hidden camera investigation by Which? has found that some central heating boiler engineers are missing vital checks but charging customers for a full service.

The consumer champion invited ten engineers to service a boiler which had been given a minor fault that could be fixed in minutes, by simply tightening a part.

The pressure the gas was being used at by the boiler had also been altered to the wrong level.

One engineer failed to turn up, five (including a British Gas engineer) failed to check the pressure the gas was being used at by the boiler, and two didn't check if the boiler needed cleaning, which ensures it works efficiently.


To make matters worse, two of the engineers lied about checks they hadn't done, not knowing they were caught on camera.

Another engineer wrongly condemned the boiler and disconnected the gas, despite the fact it was safe. This advice would leave a customer without hot water and faced with a bill of up to £800 for a new boiler plus installation costs.

Just one out of the ten engineers carried out a thorough service with all the necessary checks, but at £120 he charged significantly more than any of the other engineers.

Which? has reported the three worst engineers to the Gas Safe Register and they are now under further investigation.

(CD/BMcc)