Macbrook Gas LTD Reviews 

Engineers arrived on time and worked hard to complete our new boiler installation quickly and efficiently. They checked it was all ok before explaining how it worked and left very little mess behind. Cannot complain at all about their hard work and constant communication throughout. Would definitely recommend.

Have had loft insulation done on bugalow and also have had fitted humidity extractor in kitchen,

BIG THANK YOU TO THE TEAM

Macbrook made the whole process easy. Their office staff were fabulous, especially Megan ,who kept us informed throughout. The team that came to my home were professional and courteous.

It was great did a fantastic job Scott Jamie were very nice and helpful and Kiran the electrician too, a very good company kept you informed all the time I'm well pleased thankyou MacBook

From the beginning to the end I could not find fault with this company or any of the services provided. All of the trades that were involved in the installation of my heating system and solar panels arrived on time and worked all well together. Respected my property and neighbours at all times. Prior to the commencement and after the installation was completed I was contacted by Megan from the Macbrook office who checked that everything went as planned and that I was happy with the service provided. 100% I would recommend this company.

Very efficient and very clean. They made sure everything was tidied up before leaving. The guys that came were also extremely polite.

We have just had an air source heat pump heating and hot water system, and solar panels, fitted by these guys. We cannot rate them highly enough! The installation by its very nature was going to be pretty intrusive and would take five days, however all the staff involved - from the beginning of the process to the end - were amazing. Everyone was kind and respectful and looked after our property really well, and took time to explain everything, resulting in a calm installation with minimal disruption. Our thanks especially to Tom and Sam, who were friendly and cheerful and who worked above and beyond what was needed.
We are delighted with our new heating system.

The sign of a good company is the aftercare. After installation I had a few teething problems with my Air Source Heating system and a particularly difficult fault to find and resolve. Throughout the process Megan in the office was particularly brilliant! She put my mind at rest that everything would be corrected and organised the relevant engineers and always followed up afterwards to see how it went. In her absence she updated Hannah who was also amazing! The issues were finally resolved by the genius Heating Engineer, Fred! His knowledge and expertise was top class! Thank you

Great company, good communication throughout, works carried out very efficiently. Thank you for great experience - very happy customer!

We were contacted to see if we would like to receive free upgrade to our boiler as part of the government's scheme to make homes greener.

What Macbrook seem to not understand is that your home is your place of safety and sanctuary, and that it can be very invasive if you don't know what is going to be done. We really value our privacy and security, and I don't feel they treated us like people with feelings or attachment to the place we call home. It felt more like they were doing *a lot* of houses, probably landlord or council owned where maybe the tenants feel they have less autonomy over their home.

They are keen to find out if anyone in your house has a disability, but ask nothing more, i.e. how will this impact how we do the work. It does, and it did.

I signed up for the scheme because it seemed reasonable (who would say no to a free boiler?) however, when someone came round to do measurements, I did not know they were a surveyor (and therefore should be taking accurate details about material construction and potential issues), and they certainly did not explain exactly what work would be undertaken and to what timescale. We received phone calls which simply stated 'we want to do your loft' or 'can we come and fit your boiler' with no explanation as to how long it would take, what we would need to do, or what the disruption would be. They had a habit of turning up or calling and saying 'can we do the work today?'

What we would have appreciated is someone explaining exactly what work was being done, when, and how long it would take, for the whole job. That way we could have planned our time around it. As it was, we were left guessing, and improvising as they came and went/called on us to do things we were not expecting.

When I finally questioned a member of the management about this, after a day of huge stress, they were incredibly defensive, seemed to want to blame the surveyor, when really what I needed was an apology, some empathy, and way of solving the issue.

We've had no huge issues with individuals, they were all reasonable humans, but more with how the organisation seems to deploy them, and the pressure on them to do things a certain way.

We have contracted people privately to install electrics, plumbing, gardening, so we know what we might expect from someone. And that is someone to come around your house, look at what needs doing, and then explain to you *exactly* what they will do, how long it might take, and what they'll need to do it. If there are any potential problems, we might expect them to point them out, and how they might be resolved.

When we had them come and do the loft insulation, it was one person, and they said they needed to put vents in the windows. This was not explained before, and required access to all our rooms (which was a pain because a) we were working b) we had kittens that needed to be kept in. The guy was also allergic to wasps and found one up there (not really a surprise, it's a loft...), that's fine, we all have things that we need to be aware of, but as he was alone, we were then left responsible if he was stung. He insisted on leaving hooks on the latch of the loft, which was a bit silly as that's not really going to help insulation hugely given the chimney situation (see below).

We had scheduled the days for boiler and loft, but on the lift day a separate guy game to put a hole in the wall for a vent - which were not told about! He then wandered around and tried to find a way to fit it, even though we told him, there's not going to be any way of doing that, concluded the same thing, and left. Why this was not mentioned in the 'survey', I don't know.

When they did do the boiler, they needed to access radiators to fit new valves, and I had gone into the bedroom for peace and quiet and to rest after all the stress. They did not knock before entering twice while I was in bed on my laptop.

We were not told when the rubbish outside our house would be collected, and assumed it wouldn't be. A week later, someone turned up to get it. Fair, but we could have been told.

They took out the back boiler from the chimney, but have therefore left a draft from the chimney, so it kind of defeats the point of 'insulating your home' if you don't close that up in any way.

They feel to me like an organisation who have seized the opportunity to expand based on climate/heating targets, and the money available to do so, without real thought or consideration as to if the people really need it, want it, or how they can best do the job of insulating homes. More a case of box ticked, home 'insulated' and done.

We've had someone randomly knock on the door to 'finish the survey' for a 'welcome pack'?? which I told him to leave because I'd had such bad experience with unexpected calling from MBG.

That said, we do have a new combi boiler, which is nice, but honestly, not sure it was worth it.

I would like to thank macbrook gas for installing loft insulation new complete heating system boiler and radiators under eco4 system the lads who came around for both jobs were a credit to themselves and the company very courteous in always cleared after themselves. The lads know who we are a big thank you to you all

Poor communication i was told electrician would be at job for 8.30am on 2x separate occasions and cavity wall insulation where going to follow after 12pm got a call at 10.30 am explaining cavity wall truck had a puncher and was unable to get to job and electrician was on another job and would be there late afternoon i was told lies by office staff and work was not completed but mackbrook have still not given confirmation they have cancelled government grant even though i have asked for confirmation.
I would avoid like the plage.
I have now logged a formal complaint with the greener scheme offcom.
Also I hope they record phone conversations as there reply was i was shouting and swearing down the phone this is more lies from mackbrook the same as the punchers on van's and the time of engineer to be onsite looking through comments I'm not the only one they have lied to !

Macbrook recently did loft insulation, and new boiler they were very efficient, polite, tidy and professional. I was impressed at how quickly the work was done and the whole process was smooth and professional. On 01.05.25 Openreach were insulating fast Fibre Broadband and they removed the Tado connection from the modem and replaced it with fast fibre B/B therefore we had no heating and hot water, I rang Macbrook spoke with lovely young lady called Hannah Weatherall, she was very helpful and manged to get a electrician to us the following day (02.05.25) the young man called Tinashe, he was so helpful and got the system working in no time, he also explain how we could use the system on manually it made a huge difference nothing was too much trouble for Hannah and Tinashe were absolutely 1st class. I had phone call from Hannah to check if everything was working which I thought was brilliant customer Service, Even though it was Openreach has caused this issue. Thank you Hannah, Tinashe and to all at Macbrook and would 100% recommend them.

Date of experience: 02.05.25

Absolutely amazing company from start to finish finish!

DO NOT USE this company. Zero customer service- They never turn up when they say they will. They don’t inform you that they are letting you down. They tell you they are doing something and don’t do it. Trying to speak to any manager is impossible to explain your complaint. They don’t return your call when they say they will. Appalling treatment of my elderly dad. Absolutely disgusted that they get away with it.
In response to the company’s reply…this is genuine review.

Well what can I say , the whole team were fantastic, big big shout out to Tristan , Mike and Hunter for such an amazing job done in record time due to the bank holiday Monday. Tristan and Mike removed 4 old heaters , old emersion heater, old water tank , fitted 7 new radiators, hot water tank , cold water tank , redone the whole piping system throughout the house, fitted air source heat pump all in the space of 4 days ! Hunter done an amazing job digging for all the pipes to be underground and making a nice base for the air source heat pump and then coming back to help the others . A couple outside slabs were broken when the scaffolding went up , but Hunter replaced these and done a very nice cut out on one of them to go around the drain pipe. The electricians and solar panel guys were great too but I can't remember their names (sorry). They were all polite, funny , and answered any questions that I had. The work they carried out has been done to a very high professional standard. They tidied as they went which was a great bonus. All in all I would like to say an enormous thank you to you all for the brilliant work carried out.
I would highly recommend them 100%

The guys that installed our new boiler and radiators where fantastic they worked very hard and kept our home clean and tidy (thanks so much ) I have read other reviews and to be fair I don't agree I would strongly recommend these guys and would 100% use them again .
We have had
Whole new heating system
Solar panels
We are having
Cavity wall insulation

So far I can not fault them at all very professional and both jobs that are completed have been top draw 👍 😀

Macbrook recently installed solid wall insulation, air source heat pump and solar panels for us. Paul and his team (insulation) and Richard and his team (pump and radiators) were very efficient, polite, tidy and professional. I was impressed at how quickly the work was done and the whole process was smooth and professional. It's also made a huge difference already to the warmth of our home - there's no condensation and bills have reduced already (we had electric storage heaters and live in an old stone house). Thanks to all at Macbrook and would 100% recommend them.

We were a little concerned at how much disruption there was going to be, but all the work individuals were very polite and great to meet. The final completion was finished in 6 days and we have to be honest in saying that it was a shock to get all that work done in that space of time. Great service and five star review.

Everyone was absolutely brilliant. Very organised from start to finish. All the lads were very polite very helpful and they worked really hard. I am so grateful to them all. All the ladies I spoke with on the phone where so helpful and very kind and understanding. I will most certainly recommend Macbrook Gas Ltd to anyone. Thank you so much to them all.