Rightio - April 2025

In October, Jeff’s Dad Frank saw Rightio advertised in his local newspaper. It promised fast response times, highly experienced staff and an OAP discount. He booked it to look at his faulty boiler, expecting a cost of between £60 and £100. Frank was charged £185, and although the company said it left his boiler in working order. He told us he was still unable to use it. When he complained, Rightio offered to send the same engineer, but Frank had lost faith, and instead called British Gas to take a look. After paying a further £90 Frank says the problem was fixed.

Another service Rightio offers is its Care Club – which promises fee-paying members emergency cover. Charlotte, pays it £33 a month to keep her home in good order. In January, she called a Rightio engineer to help unblock a toilet, but says not only was it not fixed, but it was left in a terrible state.

We also heard from Angela who was unhappy with Rightio, In September 2024, a Rightio engineer was called out to fix her glass-fronted gas fire. He diagnosed the fault, but then ended up breaking it further. Angela expected Rightio to order the replacement glass, but first it wanted her to pay for the visit, during which it was broken by the engineer. Angela paid the £206 fee in November, but had to wait until January for the glass to arrive, despite her chasing.

We heard from Rightio, who said it takes customer satisfaction and service quality very seriously. It said it had reviewed the featured cases and concluded that each situation involved a misunderstanding, external factors beyond its control, or an isolated delay, none of which point to widespread issues within its business.

It said that Rightio serves over 3,000 customers per month across the UK, maintaining an Excellent-rated “Net Promoter Score”, with nearly 10,000 four and five star reviews on Trustpilot. It said that the cases we featured represent an exception rather than the norm, and that it remains committed to addressing customer concerns promptly and fairly.

We were told that there were several inaccuracies in Frank’s account, including claims that his boiler was left unusable, going onto say that its engineer left it fully operational and even provided written instructions. It said that Rightio offered a free return visit, but Frank declined to allow the same engineer back, limiting its ability to assist. It went onto say that it also offered an alternative engineer in the following days, but Frank chose to cancel the job instead. Rightio told us that the attending engineer has 16+ years of experience, is Gas Safe registered, and holds a customer rating of 9.2/10 from 130+ reviews in the last 12 months.

We were told that Charlotte’s case was more complex than expected and required specialist drainage work, which contributed to delays. Rightio said that multiple attempts were made to schedule a return visit, but calls were not answered, resulting in an unannounced visit on 3rd January 2025. It acknowledged that its initial engineer fell short of its standards, which it has addressed accordingly. It said the subsequent engineer fully resolved the issue on 31st January 2025 with no further complaints. It said that Charlotte has been a Care Club member since 2021, with eight previous claims handled successfully, making this an isolated dissatisfaction rather than a pattern of poor service.

Rightio said it immediately accepted responsibility for accidentally damaging Angela’s fire, and covered the full cost of £800+VAT. It said that delays occurred due to: Angela seeking third-party verification of its diagnosis, which extended the timeline; awaiting payment for the initial diagnostic work before proceeding with the glass replacement; the specialist nature of the glass, which required import from Holland, leading to unavoidable lead time. It acknowledged some communication delays but said that, ultimately, it fulfilled its obligations, covered the cost, and ensured delivery of the replacement glass.

You can watch the VT here for 28 days - https://truemac.vn/iplayer/episode/m0029l4f/the-one-show-02042025?seriesId=unsliced