Hug Boilers Reviews 

My initial conversation with Jason was helpful. However a few mix ups with the installers. Mistakingly still went ahead. 3 years ago. In Feb 2026 had issues. Told to call the office. Call never returned 3 times. Called local boiler people who said call worcester bosch as have 10 year warranty. Worcester bosch said it wasn't fitted correctly. Still no response from hug boilers. So altho under warranty they wouldn't fix it. Had to call plumber again. So cost me £300 to correct it . Worcester bosch then fixed it. But without heating and hot water for 2 weeks!! Not happy at all with lack of help from hug. Would not use them again!!!

All very good from start to finish can't thank these people enough, a big thanks to Chris who sold me the Viesmann and yeah up to now a very good boiler not pushy and was courteous all the way through, also Craig the fitter another nice fella and Paul the spark brilliant oh and not forgetting the ladies on the other end of the phone very polite and top job!!! I would give hug Boilers 10 outta 10 and would recommend these people all day.

Every thing was done and sorted without any fuss or mess

I’m very impressed how the whole process went.
From the telephone enquiry, survey and the installation was all done and dusted with in a week. When completed I received the Viessmann 10 year warranty and the gas complaint certificates. I would recommend Hug anytime.

AVOID, they are absolute rubbish at installing viessman, they have left me 4 times with a broken boiler, DO NOT USE THEM

All good up to your 5 year service plan then they want cash but the sting in the tail is you only get 4 years service and it’s like that with them all they say, avoid or don’t take out there plans as it’s a con and they answer with the usual rubbish thinking the customer is stupid, pay for 5 get 4 no matter how the company dress it up

2nd time I have used Hug Boilers and again I have been impressed with their service and aftercare.
Salesman explained each stage and dates and they did what he said would happen on the dates. I will use again.

I received a competitive quotation on line for a quality boiler.
The office staff were then easy to deal with and were supported by a quality installation engineer.

We had a new boiler fit 9 years ago. The installation was really good. It’s been perfect ever since had the service done by them every year. But this year they let me down not turning up to do the service Excuses so unfortunately I have to go else where for my service. Which is a shame after good service all this time.

I have been let down on 4 occasions in the last 2 months, for the annual service on my boiler, which was purchased and installed by HUG

Poor communication, poor response, poor resolution, poor customer care

Very good service no hassle no pressure Jason the sales guy was brilliant
Very good price
Paul the engineer who fitted the boiler very good clean and tidy answered any questions arrived on time *****

poor and incomplete installation.
poor Health and Safety standards.
poor after care service.

The website was easy to navigate, and ordering was straightforward. Had my boiler replaced and fitted by Luke a couple of days ago; he did an amazing job from start to finish. Really took his time setting me up with the Viessmann and the wireless thermostat app. There were issues connecting to the apps on iPhone, but it connected more quickly on Android. My current boiler was leaking but just about working, and installing it was delayed due to difficulty finding an engineer qualified to work on LPG boilers, which was further hindered by adverse weather conditions (Luke was snowed in). My only negative, hence 4 stars, was the poor communication: I never received an email confirming my purchase, and I had to chase up to see what was happening. That said, I have a lovely new boiler, which was cost-effective and installed excellently by Luke. Luke was knowledgeable about the boiler, friendly and super helpful. Thank you again, Luke!

We had a new boiler fitted in between Christmas and New Year due to ongoing problems with our old one.
I got some quotes before Christmas and Hug boilers was one of them.
I spoke to Jason, he knows his stuff and was so helpful, I was so impressed with his attention to detail.
I contacted Jason on a Sunday as our old boiler decided to stop working. He called me that evening and within 2 days we had a new boiler fitted.
I am so grateful, the parts were delivered the day before and Craig the engineer who fitted it was here the next day on time. He explained everything so well and was great.
Big shout out to Jason and Craig and all the team who work for Hug boilers, they are fantastic!

the new boiler install went very well , tom, the gas engineer was professional and courteous , did a great job, very happy with boiler install and new boiler , many thanks

Jason couldn't have been any more accommodating and knowledgeable. He made the whole process a breeze. I would highly recommend their services to anyone.

Excellent, polite, professional service received from Chris. Would highly recommend eveything was an easy process from start to finish

Really pleased with the service I received from Hug, the installation was planned in quickly and after care was fantastic. Highly recommend this company

Recently had my boiler installed by hug and dont have a bad word to say. The fitter was really helpful and answered all of my questions and cleaned up after himself. The office staff were very helpful and pleasant to deal with. Would definitely recommend!!

My boiler was serviced by a HUG engineer on Friday morning as per agreement. I was promised that he would be at the house between 08:30 and 09:00, I opened my kitchen blind at about 08:05 to find a HUG van parked on my drive with the engineer, patiently and quietly, waiting for us to get up ! Amazing!! The gentleman declined the offered cuppa and got straight on with the job of servicing the boiler. He was quick, clean & tidy, courteous, completed the job, signed off the paperwork and was off on his way to the next job by 09:00.
To HUG management team I would like to say this: your Service engineer this morning has earned you 2 more stars. I would still like to know why I waited in all day with no communication coming from your Engineer or office ? There are clearly issue with your Operation and Control systems that need addressing and I hope you will listen to the people out on the road.

So having just spoken to one of HUG's Customer Service Managers who was very understanding of my position and disappointment. I now have an appointment for my boiler service on 12/12/25 and am booked, as the Engineers first call.
Neil (the Customer Service Manager) apologised and said that there service yesterday was below the standard that he expected from his team.
As I told him I fully appreciate that, when dealing with these kind of job's, members of the public, and pre Christmas traffic, sometimes jobs run over and time can get away from you. It was simply down to poor communication that irked me.
If all goes well on Friday morning, I will update and upgrade this review further. Thank you Neil for your understanding and desire to make things right for me,

Last year I tried to arrange the second service for our new boiler (fitted in September 2022 by H.U.G.). In 2023, I rang HUG a month before the fitting anniversary and got an appointment just after the 12 months service interval was due. All fine, no problem.
So again in 2024, I rang and tried to book for the 24 month post fitting service only to be told they couldn't service the boiler till March this year (2025), over 5 months after the due date. Not ideal, at all. I was however assured that the delay wouldn't invalidate my warranty.
So now this autumn I rang on the 1st of September to book my appointment and duly made an appointment for today the 9th December 2025.
I rang yesterday and confirmed they were still going to come. Yes, they said you are the engineers 4th call, so he should be with you by lunchtime.
Lunchtime came and went no sign of an engineer, so I rang again at 2:00p.m. Yes he was still coming, I was now his 5th call of the day and was coming to me next.
At 4:00p.m. I rang again, the young lady said she would ring the engineer and find out where he was and ring me back.
16:40 I rang back again the young lady who answered the call put me on hold, while she tried to contact the engineer, but he wouldn't answer his phone. She didi offer to make me another appointment but having sat in all day waiting for the missing service engineer I was unwilling to commit to waiting in for another day without speaking to someone in the company with the authority to make sure that the appointment would be kept promptly.
I will attempt to speak to a Manager tomorrow and will update this review after I have spoken to someone and had my last Service Plan service.