Borthwick Group - Hartlepool

Amanda T.

I’m posting this review as it’s been 15 weeks since I logged an official complaint with Borthwick. I chased after hearing nothing and was told they wouldn’t be following up the complaint as they came and rectified the faults - no apology at all or offer to repair/compensate for the damage to my property. I’m now in the process of taking this through the TrustMark complaints procedure.There’s too many issues to discuss at length so here’s a list of what to expect after a Borthwick boiler fit…

Live mains cable left exposed in my child’s bedroom.
Dangerous positioning of gas pipe.
Workmen playing a podcast on speaker with swearing and adult themes when my young children (7 & 5) were in the room.
No shoe coverings so all carpets muddy (rainy day and they were in every room).
The day after the fit - my daughters bedroom flooded, due to faulty valve fit - 1 saturated room and no hot water or central heating.
1 days emergency unpaid leave from work to rectify.
1 week later master bedroom valve failed flooding that room, and yet again no hot water or heating.
Another unpaid leave day to rectify.
A month later my daughters valve fails again, flooding her bedroom again and this time it came through the ceiling and was running down the walls downstairs. It also saturated the plug socket in her room so badly that it was condemned- it was so wet the plaster behind it had crumbled. That’s the only socket in her room - trying to get a 5 year old to sleep without her nightlight was not fun.

During the final repair one of the Borthwick employees took photos and encouraged me to make a formal complaint (I already had at that stage) as his clothes were soaked through after working in my daughters bedroom. Despite all this damage to my property, I didn’t even get as much as an apology.

Lesley B.

Excellent- I have had the internal wall insulation done by Paul and his 2 sons and I cannot praise them enough for the excellent work they have done.
Everything is perfect, walls look fabulous, they covered everything with plastic sheeting which meant that there was minimal mess, they were extremely polite, very well mannered and always cheerful and smiling and very respectful of my home. I can honestly say that I would highly recommend Paul and his sons to do any future work.
Thank you so much for doing a fantastic job.
Also a big thank you to Samantha, Bekkah and Michaela.
Brilliant communication from the 3 of you.
Extremely happy customer. 😁
Fantastic job done by all the workmen, electricians, plumbers, very polite and I am more than happy with everything I have had done.
Thank you all so much. 😀

Tommy A.

Hi Taryne,

The team who came to replace our cavity wall insulation today were brilliant. They came right on time and had everything done within a few hours. They were respectful of our property and cleaned up everything really nicely.

Thanks,

Jodie B.

We had Borthwick visit us to do a wall cavity insulation. The 2 guys who turned up were very polite, respectful to our property and very grateful for their cups of tea! Hard workers and highly recommended. Many thanks!

Daisy P.

Further to my received call this morning from ‘Kris’, I will reiterate, on Friday 7th February 2025 I ended a call with Kris regarding a fault on my boiler. I ended the call after he advised Borthwick were not liable for damage caused by the fault on my boiler. I wanted to contact my insurance company to clarify if I was covered for the damage due to my having had a leaking in 2023 where the waste pipe of my daughters wet room leaking for a substantial amount of time causing the ceiling below to eventually collapse, it being my kitchen. I was shocked to find I wasn’t covered on my policy. I am currently having the kitchen repaired as I couldn’t afford it until now. So I was panicking. I also have legal cover and wanted advice regarding this issue.
When I ended the calls, I had received an email off Kris, cancelling the call out due today, Monday 10th. With that I re called my insurance company as they had advised in the previous call that I had to ensure I took steps to reduce the damage caused. I have emergency home cover so I claimed on that policy to get an independent plumber to repair the leak and as per the advice of my insurer , get a written report.

Simon H.

I recently had insulation work carried out through Borthwick Group, and the entire process was very well-organized. Samantha kept in regular contact with me, ensuring everything ran smoothly and that all the necessary arrangements were coordinated.

Lewis, the home assessor, visited the property to carry out a thorough survey. He was very knowledgeable and made sure all aspects of the property were properly assessed.

The workmen, though I didn’t catch their names, were prompt, efficient, and carried out the insulation work without any issues. Everything was completed to a high standard, and I was very satisfied with the result.

I’m now just waiting for the PIV installation to be completed. Best of all, the entire process was fully funded by grants, which made it even better.

I would gladly recommend Borthwick Group and would not hesitate to use their services again in the future.

Thank you to everyone involved for making this such a smooth process

Jm R.

Poor customer services! Poor installation! Wish I wouldn’t have used this company! No care was taken of my property or belongings, inside my property nothing was covered during works all my furniture covered in dust and scratched from being used as a tool shelf. Been left with a system that barely heats my house and issues with works still unresolved. Would certainly not recommend to anyone

Heidi L.

A fantastic company to work with.
From the initial contact, the communication was great. Any concerns or questions were answered straight away.
I spoke with them several times and didn’t have any issues with waiting for calls back.
Absolutely amazing experience today with the 3 lads doing our cavity wall insulation. Arrived early and got straight on, working nonstop until finished( well, stopping only to have coffee and biscuits hehe)
They were very polite and professional but down to earth lads.
Everything went without a problem and the whole of my drive and patio area was washed down thoroughly afterwards.
Amazing service and I couldn’t recommend them highly enough.
Thankyou!