Vital Energi Avis 236

Vital Energy have left my flat at Prebend Street, London, along with three others in my development, dealing with a persistent high-pitched noise coming from the heat interface unit for over two months.

The noise is constant—day and night—and exceeds 50 decibels, which is loud enough to regularly disturb sleep. Despite multiple reports, the issue remains unresolved. We have been given a series of inconsistent explanations, ranging from incorrect pressure settings, to faulty piping, to trapped air in the system.

Most recently, we were told that a specialist engineer is required. However, it has now been over 10 days without any appointment being arranged or confirmed. To make matters worse, after contacting their call centre, I was informed that Vital Energy does not even maintain the heat plant in our building—raising serious concerns about responsibility and coordination.

This situation demonstrates a clear lack of accountability, leadership, and effective issue resolution. After two months of disruption to our daily lives, I am now being forced to consider legal action.

Victor quickly fixed my HIU and radiator issue, I'm super happy, thanks!

Alvin was extremely professional and helpful from Vital Energi

I spoke with Emma from customer support about an estate-wide hot water supply issue half past midnight on 8th April 2026.

The issue was reported at least four hours (8pm on 7th April 2026) before the call with Emma as I made the first report at that time.

Emma was unable to provide any meaningful update even after more than four hours had already passe since the initial report. She could not confirm whether engineers had attended, what work had been carried out, or what the current status was. Responses were limited to generic scripts, with questions simply logged rather than answered.

This shows that there is no coordination between customer support and engineering. I would think the lack of communication and accountability is unacceptable for such a basic utility like hot water.

Other than this particular instance, the community boiler has failed repeatedly since Vital Energi took over. They recently replaced a boiler, then shortly after, we saw an issue again. This is raising concerns about the quality of both the work and ongoing maintenance.

- No transparency or reliable updates
- Poor internal coordination
- Repeated failure of essential infrastructure

The service falls significantly below reasonable expectations for a basic utility.

Brilliant service from Alvin Adiz, he came on Easter Sunday and made sure everything was fine and that I was happy until he left. He was a really nice guy and helped put my hot water back on.
Thank you so much

Alvin has been fantastic at solving the issue.
Alvin explained what was happening step by step in an easy and understanding manner.
Alving kindly awaited on a van holiday (easter) Sunday at the door for the owner to arrive who was a good 20 mins away and avoiding leaving us without hot water for the next couple of days.
10/10 to Alvin.
All the best.
Leon.

Awful experience. 1 week to send out an engineer to fix the water heating. There have been heating issues multiple times in the last year. Very unreliable. I will never choose to rent an apartment where the heating is supplied by Vital Energi again.

Alvin just came over to fix our heating was really nice and did a great job! 10/10 service. Everything working great!

Absolutely bad experience. Just bought a new property and move in. There is no heating, and engineer coming over and took a look and claimed that it is not their issues without testing and explanation.

20/04/206 UPDATE:
The company contacted me and conducted internal investigation. The issue was resolved.

Two parts: (1) an engineer who finally fixed it (Alvin) and (2) the process/company. My overall rating is related to p.2, not Alvin.

1/ I want to say thank you to the engineer, Alvin, who came and fixed it by finding a solution and a way to get a spare detail. 5 out of 5.

2/
2.1/ During a regular bi-annual check, one of the engineers broke the valve, and we were left without heating during the coldest part of Jan'26. The heating had worked perfectly before. The engineer promised that it would be fixed quickly.
2.2/ I called the company in a week to check the progress. The guy couldn't share any information and could only accept my complaint.
2.3/ I called a few days later. Surprisingly, a specialist who replied was helpful and sent an engineer to double-check what's broken.
2.4/ A new engineer came and said that it's a simple details and was suprised that previous engineers ordered something else.
2.5/ A few weeks later, I got a call, and another engineer came. He was given a detail that didn't look right for fixing. He quickly realised that he could get such details from other heaters stored in the building's storage room. He took it and fixed. Alvin, thanks a lot.

So, everything could be fixed within the day it was broken (broken on 6 Jan, fixed on 13 Feb, 5 weeks!)

My HIU needs repair. I have waited several weeks for the appointment while Vital ordered a replacement part and fitted me in to their schedule.

Based on lack of trust, I called Vital on the day of the appointment to confirm. I was first told that the engineer was on their way, then I received a follow-up call to tell me that they didn't have the part in stock, the appointment was cancelled and that I couldn't rebook. I was told to wait another 5-7 days for them to get in touch.

It seems that the part was ordered and lost. Vital didn't call or email me. They're unreliable and uncommunicative. On the positive side, I received a follow-up email with an explanation and apology. Unfortunately that doesn't change the fact that we have to start the whole process again, while my family's sleep continues to be disrupted by unusual HIU noises.

Alvin was really helpful he came and fix the issue an brought me heaters for my family keep me up to date what was going Alvin was really helpful

Alvin attended on a Sunday to fix our hot water issue after I had been without it for several days. He was professional, kind, and explained everything clearly. He worked efficiently and made sure the problem was fully resolved before leaving. I’m very grateful for his help, especially given how urgent the situation was. Excellent service, thank you.

Alvin was very helpful, listened to all my questions and queries. Very good customer service and made me very confident and comfortable that he was the right person for the job. Thank you Alvin - first time calling out an engineer and explained everything to me and resolved the job

Alvin came in and was genuinely kind and very informative about our heating concerns.

Explained everything in simple terms for us and helped make the whole process easy.

Thank you Alvin!

Harry hynes has arrived at our property professional and knowledgeable. He came in with a positive mind and wanted to find a solution to our heating. He was friendly and helpful 👍🏽

The gas engineer Harry Hynes, was Polite and respected my property at all times, he spent the effort and time to put right my hot water problem, and successfully did so, a great guy who went the extra mile finding the solution to the problem and tidied up afterwards

Linda Morgans

Can't comment on the quality of the engineers because three days after lodging an urgent call I'm still waiting. So the one star is for appalling customer service. I was told the engineer would be with me on Friday so waited in all day. Nothing. Not so much as a call to tell me it wasn't happening after all. I only found out my appointment had been cancelled when I called them at the end of the day to find out where the engineer was. Given my problem had been marked as urgent I was told someone would come between 8 and 12 the next day. You guessed it. Nothing. After two days inside I had to go and get sone shopping in. At half one an engineer called. I explained I had given up waiting but could go straight home to meet him. Which I did. Nothing. No call. What a rude way to treat customers. Why is their time more important than ours? Why are they incapable of basic communication?

Anton was prompt and friendly. Fixed my Heaters in record time and explained the digital display comprehensively and clearly. Also Lee in the office supe helpful and fast. Such a delight to work with so responsive, informed and friendly organisation. Delighted. Val and Mike.

Omg it was just like my dream he just came in sounded like he knew what he was talking about and sorted out the problem .I now Have hot water and heating after nearly 2 months . Thankyou so much Jake .