Phoenix Gas Services Reviews 

We had our annual council gas check today and the council use this company. addie(sorry if I spelt name wrong),who works at our local branch(which is Oldbury),went about professional and made sure everything was safe.if only everyone was as professional and safety conscious as addie was. A credit to the company he works for and a really pleasant guy, explained what he was doing and the reasons why. Would give addie ten stars if I could

I am a tenant with Homesplus, initial visit Thursday 9th May. Boiler needs a pressure relief valve, I have now been without heating or hot water for 7 days!. Homesplus have asked them to contact me, they haven't, I have emailed the management team with 100 years experience, no response. Friday 17th May still no responses.
So latest update, Homesplus have again asked Phoenix to contact me directly but haven't. If they don't attend today I will have been without heating or hot water for 12 days, as they won't be out till Monday if I'm lucky !!! Shocking
I had already tried to email Kirsty, the email bounced back.

So its now 12pm on the 20th May.
No phone call as promised
No update as promised
I received an email from the MD on Friday after ignoring my previous email assuring me he has spoken to the team. So if your team dont respond to you, culturally you've got problems.
Now before you comment I have not emailed Kirsty, I submitted my details to you via Trustpilot as requested, so as with other negative feedback you attempt to blame the customer

So I've upgraded the stars, because after a bad start, the engineer that visited was outstanding, solved the initial problem but found another, promised to come back 2 days later and did. All business' are only as good as its people and this engineer is a credit to your business. He was informative, helpful and polite, give him a bonus.

My usual gas/plumbing service agent was no longer available, but they recommended Phoenix to me.
But 27% of there Trustpilot reviews were one star!?
They attended to carry out a boiler/gas fire service and discovered a serious gas leak somewhere on the ground floor, needless to say, the gas meter was capped and one of there surveyors visited to assess the way forward and it was looking grim.
A gas safe engineer was dispatched to sort the leak out after agreeing to the quote and paying a 50% deposit (don’t you trust me guys).
Superman turned up today, his name is Leighton, and saved me from surface mounted pipe work around my living room and kitchen. He went the extra metre and found the leak, which was in a very awkward position but persevered. to my relief, great job Leighton but slightly disappointed when you refused to relay my laminate flooring and straiten out the kitchen, just joking. You were great and wouldn’t hesitate to recommend Phoenix Gas Services to anyone looking for a reliable and responsive company xx

Though the part took a while to source but once Phoenix got it they acted quickly. Billy was friendly and efficient and the job was finished to our complete satisfaction.

I recently moved from my 16th C, cottage in Somerset to a small new estate in Woore, at my daughter's bidding, in order that she could keep an eye on me in my declining years (nearly 90 now) and I moved into a brand new home, with all mod-coms I was not used to, and on the recommendation of a neighbour, contacted Phoenix Gas Services to explain to me how my ultra-new air-source heat pump worked and to provide an annual service. The Head office in Stoke were very understanding and on the 18th April a very friendly and polite engineer came out early in the morning as requested, and carefully explained how everything worked and then carried out a full service, indicating where all the possible weak areas were that may go wrong in the future. He was very proficient and left everything tidy and clean, and I would certainly recommend Phoenix Gas Services to anyone who has such an up to date heating system that they are not familiar with..

Gas Service and Repair Engineer - Stoke-on-Trent, Staffordshire
This is the first time I’ve ever felt inclined to write a review regarding my time working for a business due to my terrible experience working for Phoenix gas services based in Stoke-On-Trent. Engineers like myself are promised training to further their skill set that never comes to fruition . You are always told that the following month is the magic month where all the promises will come true but they never do . You are expected to work on call all night into the early hours, and are not allowed paid recovery time. Phoenix will want you to complete work at any cost even if this results in potential driving accidents due to exhaustion from being out until the early hours. This company have a huge turnover of staff on the engineering team and it’s very easy to see why. Phoenix is a family business who don’t care about their employees. Jobs are an unorganised mess you are expected to go into the office and chase parts from various members of office staff. You will often turn up at angry customers houses with the wrong parts due to their incompetence, and you’re expected to deal with the tenants complaints yourself. If engineers make mistakes you will be thrown under the bus by the company without a second thought. I’ve seen it on a daily basis. The service and repair department are inept and not capable of organising a children’s party never mind the dangerous matter of highly important Gas works in people’s homes. Locally in Stoke-On-Trent the company has a terrible reputation amongst creditable trades people, and people always had the same reaction when you told them you worked for Phoenix. Do not make the mistake of believing Phoenix's lies. They will promise you the world in the Interview and won’t deliver. You will want to leave within the first 6 months of employment. Also you will be told in the interview you will have a set patch, however you will be working all across the Uk so 5-6 hours of driving a day is not uncommon. Please believe this review and don’t make the mistake of joining this firm.

Came out on a Sunday to repair my radiator that my grandchild accidentally pulled off the wall. The engineer came out quickly and soon had the problem sorted, many thanks 🙏

Leasehold property run by East Midlands Housing (Emh) and bought by my parents in the year 2000. I have inherited it. I am gradually sorting through everything to clear it out. I have piled up bags and boxes of things ready for recycling, charity shop, etc.

Emh insisted on replacing the entire boiler system and removing the water tank and immersion tank. Surveyor said that a heater would be supplied. (I have had hypothermia earlier this year and am at risk.) The surveyor told me what to move out of the way ready for the engineer: this I did.

On the day the engineer said he should have been on leave. He did not bring the heater I had been promised. He said something about he would have had to drive fifty miles to get it. He did not protect the carpets nor wear overshoes. I made a coffee for him. He played loud music without asking if it was OK.

I soon discovered he had moved a lot of my parents' things WITHOUT ASKING.

Phoenix Gas Head Office unhelpful and fobbed me off.

Engineer left by 10am without doing any work and without telling me, and has left the floors in the kitchen and the hall disgustingly filthy. I presume the dirt came off his many toolboxes, his steps and his shoes. He only moved one item back, and then only to the approximate position it had been in. Everything else he has left where he put it. He even dumped the heavy vacuum cleaner on top of other things, not knowing what was in the bags and boxes. I cannot now access some of the kitchen cupboards, and cannot get to the chest of drawers where my parents' ashes are.

Just put the kettle on to make a cup of tea for a friend and myself. Discovered the engineer had spilt his coffee over the work surface and the freezer.

Just used the bathroom. The other engineer who brought the new boiler used the toilet and did not flush it.

19:05pm. Just discovered the engineer had unlocked the back door. This means when I went out this afternoon the house was not secure. I also discovered he had taken things out of one of the kitchen cupboards and not put them back.

22 March 2024.
Wanted to use my father's printer/copier. Could not get to it as I discovered more of my parent's belongings had been moved blocking access. Later in the day a friend and I discovered he had opened the exterior cupboard where the gas meter is located and had not shut and locked it afterwards.

Update 25.03.24. Response to their reply.
There are no newspapers in the house as I do not read them, and my father stopped reading them about 5 years ago when he could no longer see well enough. It is noted that their reply fails to admit that no work was done. A friend who is helping me sort out my parents' belongings confirmed that the review was accurate as she could see that many items had been moved. She is the same friend who was with me when we found the gas meter cupboard open and unlocked.

For the last few years my landlord has used phoenix gas.
The engineers are always polite, sort any issues very quickly, I had no heating or hot water within 24 hours they'd fixed it.
I'm autistic and on my own with my children so having trusted people in the house is a massive thing.
I'd definitely recommend phoenix gas.

Very fast efficient service. Very polite and informative. No trouble.

Horrendous customer service and even though I had explained why I wouldn't be available on the original date due to medical reasons
I had phoned on 23/02/24 prior to this to rearrange but when I contacted them on the Friday they seemed to have no recollection of this
I totally understand that it's a requirement from Rugby Borough Council but awful beyond my imagination

Excellent service the man who was servicing my gas boiler was professional he checked everything. And the price was very low. I would have them every time

Once again phoenix gas services have continued their excellent service.
Had boiler replaced, installer's and electrician were excellent, worked hard, friendly, tidied up afterwards.
Shall continue to use phoenix.
Have recommended Phoenix to my family.

Hi They are good carers very short staffed.

Our central heating boiler recently stopped working, we have annual service contract with Phoenix who installed the boiler some 10 years ago. We phoned their service department and they had an engineer out with in hour. The problem was overcome with new boiler parts installed and we were up and running in no time. I can highly recommend Phoenix Gas Services for all your plumbing & servicing needs! Ray Podmore

Bumped into one of your guys today at Screwfix in Rugeley who was such a legend. Helped me when with some advice for my heating when he didn’t have to and I’ve taken his number for any future jobs. Just wanted to say what a legend he is and what a guy you have on your team and true gent.

Pleasant polite and efficient service from all staff I dealt with, office and engineers alike. Prompt reaction to boiler service request and also a bit of attention to leaking radiators which i requested. This company are clearly focussing on customer satisfaction...and doing a great job of it.

This company is trash.
My boiler is broken and has been leaking for almost two weeks but they came out to look and said they would make a new appointment to replace the broken part but they don't call, I called them and they said we will call you.
The counsil housing has sent them an email that they need to make this urgently, but they still do not call to make an appointment.
And they have the part in the warehouse as well as the technician.

Always friendly. Cleans up after. Polite guy

Engineer came when he said. Was very friendly & professional, cleaned up after he’d finished & explained everything that had been done. Would highly recommend Phoenix as a company as it’s well organised & they are very competitive with there prices.