It should be nil but I can't give that. Scam, never dealt with them before but keep ringing to say my cover has expired and I need to review. I blocked their number but they now ring on a different on... See more
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See what reviewers are saying
I don't know how this firm are allowed to continue operating. They cold call pensioners - like my dad, aged 88 - and insist that their existing boiler cover has expired and proceed to pressure them i... See more
Cold called me, told them that I wasn't interested. They insisted that they would send me some info to peruse. Received a contract with a confirmation or reject tick box, I ticked the rejection box... See more
This is a scam company Customer service is disgusting Boiler broke down sent out two engineers several weeks apart the second guy knew his stuff and sent Heatplan their recommendation on what... See more
Company details
Information provided by various external sources
Heat Plan Utilities provides a wide range of home services including installations and repairs of boilers and central heating systems, emergency call outs and servicing agreements.
Contact info
Purley Way, CR0 0XZ, Croydon, United Kingdom
- 08444457998
- enquiries@heatplanutilities.co.uk
- www.heatplanutilities.co.uk
1.3
Bad
74 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 14% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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The authentic Heat Plan Utilities is a good company
Having got feedback from Heat Plan Utilities it seems another company calling themselves 'Heat Plan' may be cold calling people and this has been detrimental to the authentic Heat Plan Utilities' business. This is unacceptable and a reputable company should not have to put up with this. Check out their website for information and contact details.
March 24, 2022
Unprompted review
scammed my mum and dad
scammed my mum and dad, when they dont need the insurance.
No I am not thinking of another company.
Please look at other reviews when the same thing has happened to other people.
March 5, 2022
Unprompted review
Reply from Heat Plan Utilities
Dear Jason,
We are not able to identify you from the information you have provided. However, we can assure you we do not 'scam' people. Nor do we provide insurance policies. Is it possible you are thinking of a different company?
If so, please consider updating your review to reflect this.
Kind regards,
Josh Stapleton
Customer Support Advisor
My 91 year old father was sold a…
My 91 year old father was sold a completely inappropriate policy by a cold call. This company are quite unscrupulous but current regulations don't seem to be able to stop them. Avoid them. We still haven't got the £270 back after cancelling the standing order. I am looking into this further and will update when I have more information .
February 27, 2022
Unprompted review
Reply from Heat Plan Utilities
Dear Mr Moss,
We are sorry to hear you feel your father was sold an agreement which did not suit his needs. However, we are not able to advise customers on whether or not our services are suitable for them. The decision on whether or not to take out an agreement with us is always made by the customer themselves.
If your father agree with your sentiment that the agreement does not match his requirements, he is welcome to contact us to cancel the agreement. Perhaps you might then consider updating your review which is based on your own thoughts on your father's actions and maybe he could leave his own review on his own experience with us.
Kind regards,
Josh Stapleton
Customer Support Advisor
Scammed money via direct debit set up…
Scammed money via direct debit set up from my 71 year old mother who has early onset Dimentia.. DO NOT TRUST THEM !!
February 1, 2022
Unprompted review
Reply from Heat Plan Utilities
Dear Terry,
We are sorry to hear you feel your mother was scammed. However, we make sure we adhere to all current distance selling legislation. In addition to this, we offer an extended 14-day cancellation period with all of our agreements during which time customers can cancel new agreements and receive a full refund of any money paid.
If you could kindly contact us at support@heatplanutilities.co.uk, we will check to make sure your mother has been refunded if she cancelled the agreement. If this is the case, perhaps you would consider updating your review to more fairly reflect the outcome of the situation.
Kind regards,
Josh Stapleton
Customer Support Advisor
Reported an issue in November 2021 so…
Reported an issue in November 2021 so far in January of 2022 no engineer has arrived or arranged a visit despite numerous calls and emails.
January 21, 2022
Unprompted review
Reply from Heat Plan Utilities
Dear Glyn,
We're very sorry to hear about this. We're not sure we are able to identify you from the details provided in your review. However, it looks as though your issue may have been resolved. In which case, perhaps you would consider updating your review.
If this is not the case, please contact us at support@heatplanutilities.co.uk and we will gladly look into this for you.
Kind regards,
Josh Stapleton
Customer Support Advisor
BE WARNED prey on the elderly conned my…
BE WARNED prey on the elderly conned my 91 year old father in law out of £300 should be ashamed of themselves promised refund which is yet to appear disgusting unfriendly people
December 23, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Sarah,
We're not able to identify your father on our database from the details you have provided. However, none of our packages are £300. Is it possible you are referring to a different company?
If you could contact us at support@heatplanutilities.co.uk, we'll be happy to look into this issue for you. However, we can confirm that all of our agreements come with an extended 14-day cancellation period, during which customers are able to cancel a new agreement and receive a full refund of any payments made.
Kind regards,
Josh Stapleton
Customer Support Advisor
Discussing company
Discussing company
Signed a person up with dementia and will not stop payment
Asked to speak with a manager and was refused
Do not trust
Ok little edit
The policy was cancelled a few months ago and for some reason you have re started it.
The account holder has dementia so they should not have started the policy again
It was mid sold in the first place
Then stated again
Very underhand getting a policy from someone who has no clue what’s happening
The payment details you already had from April so you have just started taking payment without consent
July 16, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Sandra,
Thanks for your review. However, perhaps you may consider revising it to more accurately reflect the circumstances?
The customer you are referring to willingly took out an agreement with us and you subsequently called to ask that we cancel it. It was explained that we cannot accept cancellation requests from anyone other than the agreement holder, for obvious reasons.
You then claimed you had lasting power of attorney for the customer and so were asked to email across confirmation of this so that we could accept your cancellation request on behalf of the customer. You refused, stating that you would not have the documentation for 5 weeks.
It was explained to you that the customer could request a cancellation of their agreement at any time but you said this wasn't possible. When you asked to speak to a manager, it was explained to you that a manager would not be able to tell you anything different from what had already been explained to you and you subsequently hung up the phone on our agent.
While I may sympathise with your frustration, I'm sure you can appreciate we cannot cancel an agreement we have with a customer unless the customer themselves (or somebody acting with legal authority on their behalf) requests this.
Of course, if the customer you mention would like to cancel their agreement, they can do so at any time. Or, when you are in a position to prove your claim of POA, you may do so on their behalf.
Kind regards,
Ashley Johnson
Customer Support
Our own little update:
The agreement wasn't cancelled a few months ago because it was only taken out in May. Unfortunately, our sales team are not in a position to know whether a customer is capable of making decisions for themselves unless they were to tell them directly when we go through the confirmation process. We have a variety of measures in place to ensure that people do not take out agreements which are unsuitable for them but ultimately, there must be a point at which trust a customer to know what is in their own best interest.
We offer a cancellation period which is twice the legal requirement and a cancellation request can of course be made on behalf of the customer by somebody who has the correct authority to do so. As explained previously, you refused/ were unable to demonstrate that authority and so were advised it would not be possible for us to accept a cancellation request from you on behalf of the customer.
I would once again ask that you consider revising your review to more accurately reflect the circumstances as your initial review implies wrongdoing by our company that simply did not take place.
Kind regards,
Ashley Johnson
Customer Support
I had to call Heatplan utilities and…
I had to call Heatplan utilities and discuss a sensitive matter with them. Their customer service team could not have been more kind and helpful. It really was a breath of fresh air in respect of some of the companies out there. Thank you Heatplan.
July 5, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Donna,
Thank you for taking the time to leave us such a positive review! We are pleased you are so happy with our service.
Kind regards,
Ashley Johnson
Customer Support
Cold call scam
Just been cold called by person identifying as Heat Plan. Said she was calling to renew my boiler breakdown cover. This is a scam call as I have never had cover from this company. I’m covered by the company who installed and service my boiler. Would have given a minus score if that was possible.
June 25, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Penny,
I can confirm that nobody from our company would have called to offer a renewal of an agreement unless their was an existing agreement in place.
We have received reports of some people receiving calls from a company with a very similar name. However, all of our staff identify themselves as calling from Heat Plan Utilities and are able to provide a customer's exisiting agreement number if asked to do so. It sounds like you were in fact contacted by a separate company. Please could you contact me on: support@heatplanutilities.co.uk so I can confirm this is the case.
Kind regards,
Ashley Johnson
Customer Support
Speechless!
My 80+ year old grandparents were cold called in March and were confused and misled into believing they had an existing agreement with this company and they were browbeaten into renewing a contract which we later found out didn’t exist in the first place; they have one with another supplier which they are very happy with. We asked for the direct debit to be cancelled at the bank and informed the company that this agreement and services were not needed as they couldn’t afford to pay for the same thing twice.
However, all communication was not taken seriously by the company and at some points appeared to be ignored entirely and then, despite the fact that they knew we were not proceeding with the agreement, we were horrified to find out that they were able to reinstate the direct debit mandate without my grandparents’ permission or a new agreement being signed, and they would also not give an answer as to where they got my grandparents’ details from to make the cold call in the first place.
It is appalling that companies such as Heat Plan Utilities can so easily take advantage of vulnerable people, especially in a pandemic, and are not prepared to take responsibility for anything. We strongly recommend that if these people cold call you, don’t speak to them.
May 24, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Sammy,
I'm sorry to hear you are unhappy with your grandparents taking out an agreement with us. I can confirm that our sales staff, at no point would have claimed they were renewing an agreement with us unless they had a previous agreement running.
I can also confirm that all of our agreements come with a cancellation period which is twice the length of the one required by legislation and customers can cancel their agreements with us at any time subject to the terms and conditions of their agreement.
From your description, it would appear that perhaps your grandparents did not request a cancellation and so the direct debit continued. However, I cannot confirm this as I am unable to identify the agreement in question from the details you have provided. If you would like to contact me on: support@heatplanutilities.co.uk, I will see if I can provide you with any more information without breaching data protection regulations.
Kind regards,
Ashley Johnson
Customer Support
No service given
I was cold called last August by one of your sales representatives and assured that by taking out one of your boiler policies that my boiler and gas fire would be serviced during the coming year. I thought the £24 a month would have been taken off monthly, but no, the whole amount of £279 was taken straight out of my bank account, and I did not agree to this. Since then I've had no maintenance of my gas fire or boiler carried out. My boiler broke down during the cold spell in February, I am a pensioner with arthritis, but this didn't seem to matter to them, and I was left for over a week before it was repaired. I have sent two emails complaining about your so called service and you have not even had the decency to reply. I am absolutely disgusted by your treatment, and I feel that you have received money by deception. You have not provided me with the service you assured me of and I certainly will not be recommending you to anyone.
May 20, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Rosalind,
I'm sorry to hear you are unhappy with our service. I am unable to identify your customer record from the details you have provided but if you could contact me on: support@heatplanutilities.co.uk, I will be happy to look into this matter for you.
To address your issues, our customers are given the choice to pay monthly or annually. This is offered at the point of sale and followed up by the paperwork. The methods for annual vs monthly payments are quite different and so I am surprised to hear you were not aware you had chosen to pay annually.
Our average response times to breakdowns is around 8 hours. If there was a delay in repairing your boiler, this is most likely because additional parts were needed. However, I have checked with our engineering department and I can confirm there has not been a single instance where it took us over a week to respond to a breakdown report.
I am also unable to find any emails which seem to match the description you have described. I would therefore ask you to contact me directly and I will look into this for you. Perhaps, once I have had a chance to review your issues, you would consider editing your review to be more reflective of the actual events.
Kind regards,
Ashley Johnson
Customer Support
Excellent customer service!
I’ve had cover for a couple of years, always found them to be very helpful and efficient. I’d like to make a special mention of Josh in customer support who really went out of his way to help when i experienced my latest problem!
May 10, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Sarah,
Thank you for taking the time to leave us such a positive review! We are pleased you are so happy with our service.
Kind regards,
Ashley Johnson
Customer Support
Would give them 0 stars if possible.
Would give them 0 stars if possible.
These people cold called my 88 year old mother , who gets confused on the phone, and sold her a heating/boiler policy that she didn't need . No cotract or paperwork posted so the first we knew of this was when we saw the £24.00 monthly direct debit from her account.
Found their address on line and phoned their customer services and asked how they got her bank details , they said from a cold call sales pitch , i replied that it was inappropriate for the salesman to have continued to sell to an old confused person and that they should cancel the policy and give her a refund. This is where the dialogue broke down as the customer service rep was extremely rude and dismissive , even refused to pass me to a supervisor or manager and even told me I couldn't cancel the direct debit or contract.
Have since contacted the bank and cancelled the direct debit and also contacted Trading Standards , next step if HPU don't reply satisfactorily to my email complaint , is to report them to the Financial Ombudsman which I may do in any case.
Totally unscrupulous cold call team and extremely poor customer service
May 6, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Peter,
I'm sorry to hear you were annoyed your mother took out an agreement with us. To be clear, although customers can set up agreements with us over the phone, this is always followed up with paperwork and we offer a cancellation period twice as long as the legal requirement.
If your mother opted to pay by direct debit, she would have in fact received two sets of paperwork as the direct debit confirmation is sent separately to the agreement paperwork.
I understand your frustration that we were unable to accept your cancellation request when you called. However, our staff are not able to accept instructions from anybody other than the named agreement holder. This is why you were told you could not cancel the contract on behalf of your mother.
As was explained to you at the time, your mother is able to cancel her agreement at any time, at which point we would of course cancel the direct debit.
I believe the agreement in question has now been cancelled and refunded. However, if you require any further assistance, please feel free to contact me at: support@heatplanutilities.co.uk and I will see if I can help with your request.
Kind regards,
Ashley Johnson
Customer Support
Avoid at all costs
3 times this company has failed me :
2019:
I contacted the emergency number regarding my boiler no heating no hot water promised a 3 day engineer, for 3 days no hot water or electricity, day 4 comes no engineer, day 5 comes no engineer. I pay for this to be fixed - heat plan utilities refuse to reimburse me.
2020
Boiler breaks down - some electrical fault, called emergency number- promised an engineer in 24 hours- none arrived, called again none arrived , called again none arrived, 3 days no engineer - sorted it out my self via a local engineer.
Between 2018-2021
As part of my plan I am supposed to get an annual service each year I call and call - for 4 years not a single service
Thanks for the reply no it’s defiantly you and your company
Heat Plan Utilities Limited, Airport House, Purley Way, Croydon, Surrey, CR0 0XZ.
£16 monthly direct debit reference - HPU-MT*****
April 29, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Kaz,
I am unable to find anybody with your name on our customer database. Is it possible you have made a mistake regarding which company you were trying to review? This certainly doesn't sound like an experience we recognise.
It would appear you have made a mistake in the review itself as you state you should have received 4 annual services in a 3-year period (2018-2021) Also, if you cancelled the direct debit with the company you describe in 2020, is it not understandable that they wouldn't provide you with an annual service in 2021?
I would be grateful if you could get in touch with me at support@heatplanutilities.co.uk so that I can establish that this review does not in fact pertain to us. Of course, if this is not the case, I will gladly look into the issues you have outlined.
Many thanks,
Josh Stapleton
Customer Support
Appalling Service
Appalling Service.
Our Boiler was serviced by Heat Plan-this only took 15mins, the engineer left us with a leak and the boiler broke down after 2 days, 4 different engineers attended in the next three weeks - none of them managed to fix the problem. After numerous calls to them, several times hanging up on us. Heat Plan then cancelled the annual contract, offering no refund, telling us that a 3 year old boiler was uneconomical to repair.H P offered to install a new boiler at a cost!! This left a 92 and 85 year old vulnerable couple with no heating or hot water. We had to pay a competent independent boiler engineer who fixed the leak in15 minutes and fully serviced the boiler which took the expected 60 minutes- now fully working.
April 15, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi J Barry,
I'm very sorry to hear you are unhappy with the service provided.
I am unable to identify you on our customer database. Would you please contact me at support@heatplanutilities.co.uk so that I can look into this matter for you?
Many thanks,
Josh Stapleton
Customer Support
Persistent Cold Calls
Just today I have had Heat Plan utilities call five times, and another four times during the past week, despite my number being registered with TPS. I have explained to the callers on two separate occasions not to be called again, hopefully they will get the message. This barrage of calls does not engender any good will, nor does it persuade me ever to use their services.
January 26, 2021
Unprompted review
Reply from Heat Plan Utilities
Hi Harriet,
I'm sorry to hear you have had an issue with cold calls. However, I do not think it can have been one of our team members who contacted you. We screen all of our data against the TPS database and would not contact somebody as many times as you have described in any case.
We have received reports from our customers about another 'company' with a very similar name to ours who have contacted them offering similar services to our own. I would be very grateful if you could get in touch with us so I can establish if this was the same 'company' who contacted you.
If you would be so kind as to get in touch on support@heatplanutilities.co.uk.
Many thanks,
Josh Stapleton
Customer Support
My 82 year old mum asked for a call out…
My 82 year old mum asked for a call out . They told her there would be a charge of £76. No definitely not she paid for the top contract , be very careful using this company. I am in the process of seeking judgement for a heating engineer i called out at a cost of £50. He even said the company had a bad name. Cancelled direct debit and using a much better and trusted company.
Having now spoken with Ashley its has now been resolved. Unfortunately definitely our fault for not reading terms and conditions. There is a charge for call outs if its NOT A breakdown, such as the pressure has dropped. A simple task Ashley has kindly refunded most of the payment which is above and beyond my expectation. Thank you so much. The morale is read everything before you sign . I take back what I said about the company. Definitely one you can trust . 5 stars 🌟 well done Ashley and team .
December 1, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Andy,
Unfortunately, you have not provided any information which would enable me to identify your mother.
However, I can confirm unequivocally, there is no way your mother would have been charged by us for a callout if she had an agreement in place which covered that callout.
If you could please contact me at: support@heatplanutilities.co.uk, I will be happy to look into this to confirm the actual course of events and then would invite you to re-visit you review to ensure it is based on correct information.
Ashley Johnson
Customer Support Advisor
Cold called my 80 year old mother. What a rip off
Cold called my 80 year old mother, confused her with a bombardment of information, which resulted in her taking out a maintenance contract she didn't want or need. This should be illegal!
November 26, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Rich,
I'm sorry to hear you believe that sales calls should be illegal but they are not.
If your mother does not wish to receive sales calls, I would suggest she subscribes to the Telephone Preference Service. Information on how to do this can be readily found online. I'm sorry to hear also that you feel we provided too much information to your mother to enable her to make an informed decision. I'm sure you can appreciate that we want our customers to have all the information they need before they make a decision on whether to purchase any of our products or services. We also follow-up all purchases with full details of the terms & conditions in our welcome packs.
We understand that people can change their minds about decisions to purchase and, for this reason, we we offer an extended 14-day cancellation period which means anybody who changes their mind after taking out an agreement can cancel completely free of charge.
As I am unable to identify your mother from the information you have provided, I am not able to confirm whether she cancelled her agreement but, from the tone of your review, I would expect this is the case. Perhaps you could edit your review to reflect a more measured reaction to the event of a customer being contacted by phone, offered a service, agreeing in principle to the service, receiving the full information and changing her mind with no money ever having changed hands.
Ashley Johnson
Customer Support Advisor
Rips the elderly off
This company make cold calls to the elderly and use pressure selling of heating maintenance contracts. My 80 yr old Father in Law received such a call and provided his bank details to purchase a maintenance plan which was almost twice the cost of the one he has in place and offers far less cover!
Totally immoral company!
November 24, 2020
Unprompted review
Reply from Heat Plan Utilities
Dear Sir/Madam,
I am sorry to hear you are unhappy with our level of service. However, you have not provided any information would enable us to identify your father. The fact you state we offered a price which is higher than your father's current cover is a little confusing as our agreements are very competitively priced. I am also unsure as to why he would have agreed to switch to a provider who was charging more for a lower level of cover.
With all of this in mind, I would be grateful if you would contact me at: support@heatplanutilities.co.uk so I can check the information you have cited actually relates to our company.
I look forward to hearing from you,
Ashley Johnson
Customer Support Advisor
I still don't like your approach
Are you happy now, but one thing is for sure, I won't be using your company.
November 5, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Kenneth,
I'm sorry to hear about your experience. However, I have located you on our system and have listened to the recording of the sales call you received. The agent you spoke to clearly started the conversation by introducing themselves as being from Heat Plan. I am unsure where you got the idea we were affiliated with another company.
I can also see that there was never a direct debit set up because you returned the cancellation slip we provide with our paperwork.
Perhaps you could contact us at: support@heatplanutilities.co.uk so that I can clear up these matters for you and you could then edit your review to reflect a more accurate recollection of the events you describe.
I look forward to hearing from you,
Ashley Johnson
Customer Support Advisor
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