Aquila Heating & Plumbing Ltd: most-reported complaints
Automated analysis of 215 public Trustpilot reviews published 2017-12-28 to 2026-08-29. TrustScore 4.8 from 1,028 total reviews — see the Trustpilot page. Quick answer: is Aquila Heating & Plumbing Ltd legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 58% of the 12 complaints identified. Poor core service was the next most common issue, cited in 33% of complaints, followed by billing errors and overcharging, each mentioned in 17% of cases. No clear trend could be established for these issues due to the limited number of reviews. The analysis covers 215 reviews from December 2017 to August 2026.
How to reach Aquila Heating & Plumbing Ltd
These are the contact details Aquila Heating & Plumbing Ltd publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01925 234450, email [email protected], address 410 Europa Boulevard, Warrington, WA5 7TR, GB.
The company claimed its Trustpilot profile on 2017-05-02, uses Trustpilot’s paid features, and last replied to a negative review on 2026-06-10. Trustpilot ranks it 33 of 47 in Gas Installation Service. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.8★ on Google (279 reviews)
TrustScore over time
4.8 → 4.8 across 9 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (75%, 0.0d) · 2026-08-15 (75%, 0.0d) · 2026-08-21 (75%, 0.0d) · 2026-08-24 (75%, 0.0d) · 2026-08-31 (75%, 0.0d) · 2026-09-08 (67%, 0.0d) · 2026-09-12 (67%, 0.0d) · 2026-09-15 (67%, 0.0d) · 2026-09-21 (67%, 0.0d).
What their policy promises
guarantee: 12-year guarantee
“these boilers come with an outstanding 12-year guarantee.”
guarantee: 12-year guarantee
“With an outstanding 12-year guarantee, your new Lifestyle 8000 boiler comes with the added protection against any material or manufacturing faults during that time.”
guarantee: 12-year guarantee
“That’s why our 12-year guarantee for Lifestyle 8000 boilers gives you the peace of mind you need to carry on- knowing you’re being looked after by a manufacturer who looks after you year-after-year.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 190 company-invited reviews in the recent window average 4.93★, while 23 organic (uninvited) reviews average 4.04★.
9% of its 195 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 58% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 90 of this company’s 1,028 Trustpilot reviews (9%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Aquila Heating & Plumbing Ltd?
Support unhelpful
7 reports · 58% of complaints“Shocking service , advertised as 24 hour service , partner had work done almost 3 weeks ago & was told by engineer would return to complete the work after paying £1700, never hear anything them again !”
1 reader marked this review helpful on Trustpilot.
“3 visits so far...STILL not sorted, but they've sent a 'late payment' notice!”
The company replied on 2023-05-23: “Hi Miles, we do sincerely apologies for the delay on the toilet repair. We are scheduled to come on Thursday to install more parts FOC as a goodwill gesture. You received an automated statement…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“It took 24 hours to find the fault and correct it.”
The company replied on 2020-02-24: “Thanks for taking the time to do the review if you would of contacted us as soon as you noticed we would have sent the engineer back to you immediately. Also we will pass on your feed back to the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Poor core service
4 reports · 33% of complaints“Shocking service , advertised as 24 hour service , partner had work done almost 3 weeks ago & was told by engineer would return to complete the work after paying £1700, never hear anything them again !”
1 reader marked this review helpful on Trustpilot.
“it is actually £75 plus vat this year so 13.3% increase not what you have quoted.”
The company replied on 2023-03-08: “Dear Mrs Johnson, Thanks for taking the time to leave a review and we do appreciate your custom. Constructive reviews help me improve our service to our customers. This being said I am unsure of the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Cadent have reported to RIDDOR as a major safety concern.”
The company replied on 2025-09-04: “Andy, I completely understand your point of view and apologise on behalf of the company for any stress caused. Safety is our number one priority. The engineer in question has recently become a first…”
Our classifier read this reply as a deflection.
Billing errors
2 reports · 17% of complaints“3 visits so far...STILL not sorted, but they've sent a 'late payment' notice!”
The company replied on 2023-05-23: “Hi Miles, we do sincerely apologies for the delay on the toilet repair. We are scheduled to come on Thursday to install more parts FOC as a goodwill gesture. You received an automated statement…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“the price I received online was different to invoice.”
The company replied on 2022-11-14: “Hi Stephen, many thanks for constructive feedback. Apologies, the office manager was not aware of the issue as it has only been an issue once in the last couple of years as not many new customers use…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Overcharging
2 reports · 17% of complaints“it is actually £75 plus vat this year so 13.3% increase not what you have quoted.”
The company replied on 2023-03-08: “Dear Mrs Johnson, Thanks for taking the time to leave a review and we do appreciate your custom. Constructive reviews help me improve our service to our customers. This being said I am unsure of the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Now want to charge me more money to solve my initial problem!”
The company replied on 2026-06-10: “We're sorry to hear that you've been left feeling frustrated by your experience with us. We always aim to communicate clearly and provide the best possible service, so we're disappointed that this…”
Our classifier read this reply as a substantive response.
Compare Aquila Heating & Plumbing Ltd with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.