Macbrook Gas LTD Avis 244

Oh my goodness. What a dream team and great company to deal with. Initially when I got the call and went through the quote, I was sceptical and the price seemed too good to be true. After explaining that I am getting an extension done, they upgraded my boiler to accommodate this and also upgraded me to move the boiler from my downstairs utility to the upstairs airing cupboard. I did a lot of research on the upgraded boiler and the reviews were great. Two days of the wonderful team being here was no bother at all. They were friendly, helpful and just got on with it. An absolute pleasure to deal with and even tidied up everything afterwards. As a single female home owner - I felt so safe in their hands and I wouldn't hesitate to recommend to all my friends. I feel confident that if any issues or questions arise going forwards that I can contact the company. Great service. Before they left they went through all the instructions so I felt confident working the machine- all fitted correctly with all the extras to get the full warranty. They even take care of that. All the pipework was neat and straight. Thank you SO much!!!

We had macbrook gas ltd install heat source heating system & solar panels this week,
The team Brandon/ Connor/& Page,
Did a fantastic job, very professional, friendly & considerate, so would like to thank them & macbrook gas ltd for a job well done.

Macbrook Gas have just fitted a Heat Pump system, radiators and Solar Panels for our bungalow and we could not be more pleased with the outcome. Also loft insulation and cavity wall insulation. We were prepared for some disruption, but Nick, Tristan, Olly and Kai made it all seem so easy. They worked as a Team and nothing was too much trouble. The Electricians were great too and they all explained everything they were doing. It was a full on week, but well worth it as the result is a state of the art heating system which is a great investment for the future and the Environment. Our thanks again to all involved including the office staff who have been so supportive.

They do exactly what it says on the tin!! From start to finish 5 star plus service,Simion was extremely helpful,any queries he should sorted it,All the team in my property were amazing from start to finish completely trustworthy and left my house as they found it Thanks again Simon and the team

From the beginning our visit from Simon was excellent and extremely knowledgeable. Then followed the rest of the team who were all excellent and completed the job perfectly. It was a pleasure to meet all the team who all took pride in their work. Also a thank you to all the staff in the office who very polite and professional and so very helpful. Highly recommend, trustworthy and a pleasure to have in my home . 5 STAR.

The two guys that travelled down from Norwich to Kent to supply and install a new combi boiler in place of my old condenser boiler did an absolutely first class job.
Not only were they on time, their work was completed professionally and with minimum disruption. Both guys were a pleasure to have in my home and I have no hesitation in recommending this company to my friends and associates.

I’ve had a very poor experience with Macbrook Gas. There have been multiple missed appointments, which has been frustrating from the outset.

Following the initial installation of the heating system, there were several issues that required multiple engineer visits. Despite this, the system still does not function correctly, around 25% of the radiators never work. It has now reached the point where I’ve effectively given up trying to get it resolved.

In addition, I had solar panels installed in 2023, and it now appears they may not even be working. Macbrook were due to attend and confirm this, but yet again, the appointment was cancelled just 15 minutes after the scheduled time.

Overall, the service has been poorly managed, particularly by the office staff, and the entire experience has been extremely disappointing.

We recently had a combi boiler installed, replacing the old cylinder heating system. Great communication from the start via the office with a quote, to the work being done efficiently and professionally by Harry and Neil. Harry & Neil were happy to answer any questions we had during installation as they wanted to ensure we were happy with the work etc. So far, so good and would definitely recommend and use this company again in the future. Thank you.

Whilst the installation work that was done on my property on 17th December 2025 is very good , the companies communication & remedial work is appalling. 2 floors were damaged in my home during the work, despite numerous phone calls & emails I still wait for communication & the remedial work to be done. I had one member of the remedial team come out 2 weeks ago to look & repair the bathroom floor tile. He came back & said the payment for the tile wouldn't go through . So I still wait for an update on that & nothing about the damage to my wooden laminate floor . I am appalled at the aftercare & lack of communication from the company to put right damage they caused .

Further to your reply , I have emailed my details .

Just like to thank MacBrook Gas LTD
We did have some issues after the installation of our heating but was resolved quickly and professionally all staff from onsite and office to the management have been great and helpful
Thank you

I must write a review as I was so pleased with the work carried out recently. I had a new boiler installed and the guys were excellent. They worked very hard the whole time they were here. They didn’t appear to stop for lunch or breaks at all. The work they carried out was very professional. They were clean and tidy, no mess and cleaned up after them. I would definitely recommend these guys and doubt they get paid enough for the excellent work they do. I am a very happy customer.

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.