Custom heat installed Worcester boiler approximately 12 years ago. Still going strong! Yearly service, past 2 years by excellent Ruby. Have taken boiler cover past 2 years. Peace of mind for a re... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Recently had the bath removed and a shower tray,plus Aqua panelling put in around the walls of the shower area plus window area too.The Custom heat engineer did a terrific job,over three days...replac... See more
Company replied
You were able to come snd service our air con at short notice as we couldn't get responses from elsewhere, so we are very grateful to keep the warranty valid. Your engineer was very considerate and ex... See more
Company replied
Initial stock shortages pushed back my air conditioning installation without much notice, but everything else was great. Technicians were really friendly and consulted me every time there was a decisi... See more
Company replied
Company details
Written by the company
Custom Heat & Cool is a family run business with modern values. Since opening our first office in 1980 in Rugby, we've grown into the trusted name people turn to for heating and cooling comfort — for today and for generations to come.
Custom Heat & Cool
Written by the company
- Established in 1980
- Custom Heat & Cool is a family-run heating and cooling company, proudly serving customers across the Midlands and the South West. We've had a physical presence in Rugby ever since our foundation in 1980, and in that time we've encountered pretty much every problem that can occur with central heating, air conditioning, and domestic appliances. We specialise in all aspects of heating and cooling, including boiler installation, servicing and repair, and air conditioning installation and maintenance. We can also install gas fires and full bathroom suites. Wherever you're based, when you contact Custom Heat & Cool you're calling on one of the most experienced heating and cooling teams in the business — and you'll get more than just our decades of know-how. We only use manufacturer-approved parts, and we keep our vans well stocked to give us the best chance of fixing your problem on the first visit. Every job we do represents excellent value for money, and when you ask us for a quote, you'll get our best price first time. Comfort you can feel, care you can trust.
The only company to guarantee same day call out
We guarantee same day call out on all Care Plans and boiler guarantees
If you lets us know before 10 we will be out with you the same day guaranteed!
Contact info
9 Somers Road , CV22 7DB, RUGBY, United Kingdom
- 0330 383 0000
- office@customheat.co.uk
- customheat.co.uk
4.8
Excellent
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great people facing skills
I had 3 engineers come and service my boiler, replace a radiator and box in the pipework and come back out because the heating went off! They all had exceptional people facing skills. A special shout out to Isaac and the last young man whose name I forgot to ask, who made suggestions as to how I could ensure most heat in my lounge.
7 October 2026
Reply from Custom Heat & Cool
What a lovely review to receive — thank you so much for taking the time to share such detailed feedback. It's brilliant to hear that Isaac and the rest of the team looked after you so well across all three visits, and that they went the extra mile with practical suggestions to help you get the most heat in your lounge. We'll be sure to pass your kind words on to the team.
The Custom Heat Team
Efficient and polite worker
9 October 2026
Reply from Custom Heat & Cool
We really appreciate you taking the time to leave this review. It's great to hear our team came across as efficient and polite — that's exactly the standard we always aim for. We hope to be of service again in the future.
The Custom Heat Team
Excellent communication
Excellent communication, understanding of the issue and resolution as always from Custom Heat
8 October 2026
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear that the communication and resolution hit the mark — and the fact that you say "as always" means a great deal to us. We look forward to continuing to be your go-to team for years to come.
The Custom Heat Team
Cheerful hardworking engineer
A very pleasant engineer who fitted boiler andworked none stopped
8 October 2026
Reply from Custom Heat & Cool
What a lovely review to receive — thank you for taking the time to share it. It's great to hear the boiler installation went well and that our engineer kept at it until the job was done. We'll be sure to pass on your kind words to the team.
The Custom Heat Team
Heat Pump specialists? Not in my experience.
Despite the rave reviews on Google and Trustpilot, my experience has been appalling. Scheduled an annual service of our air source heat pump which has been serviced annually by another company.
Big mistake. When we turned the heating on a few days after the 'service', it started up and....stopped. A little tepid water in the pipes from the system that couldn't make it to the rooms. Bottom line...the engineers didn't check that the heating would reach the room and HEAT.
Called them back. Return visit had lots of scratching of heads. They tried calling the office for advice but, as it was 4.30 on a Friday, nobody there. Theories ranged from the electrical controls being on the fritz to the heat exchange plates being clogged up or even calcified (we're in a soft water county). I had to chase the office multiple times to get some diagnosis and action plan.
Umpteen promises (after me calling them) that they'd be back in two weeks to try pressure washing the plates which would take a full day's labour (no heat for this period and my wife is disabled) but still no date confirmed. They even proposed that the exchange unit might need replacing if it's calcified but still haven't been able to come up with a cost and lead time.
Then... after being told 'no charge for the follow-up visit as it's linked to the service' I get an invoice for £70 this morning!
I called again this morning to challenge the invoice and ask what's going on. After calling first thing today, it's nearly 12 and I'm awaiting a callback/resolution from a manager but, honestly, I know it's busy season now as people turn their heating on, but, based on this experience I can't recommend anyone to rely on either engineers or central office of this supposed 'specialist' in heat pumps and feel the need to warn others.
Maybe I've just been unusually unfortunate and there are many happy customers, but winter is coming.
8 October 2026
Unprompted review
Reply from Custom Heat & Cool
We're very sorry to hear about your experience and the frustration this has caused. We understand your concerns, particularly with the colder weather approaching. Our team is currently looking into this further, and someone will be in touch with you directly to discuss the matter.
Engineer arrived on time
Engineer arrived on time. Serviced boiler in good time. Excellent
8 October 2026
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear the engineer arrived promptly and got the boiler service completed efficiently. We look forward to being of service again in the future.
The Custom Heat Team
Reply from Custom Heat & Cool
We really appreciate you taking the time to leave this review. Prompt, polite and trustworthy is exactly what we strive to be, so it's genuinely good to hear that came through. We look forward to being of help again in the future.
The Custom Heat Team
New boiler installed
I had a new boiler installed the service was excellent, good communication throughout. Chris the engineer arrived promptly was very polite, efficient and very tidy.
7 October 2026
Reply from Custom Heat & Cool
What a great review to receive — thank you for taking the time to share your experience. We're really pleased to hear that Chris made such a positive impression with his punctuality, politeness and tidy workmanship during your new boiler installation. Good communication matters to us, so it's lovely to know that came through from start to finish.
The Custom Heat Team
We have used Custom Heat for several…
We have used Custom Heat for several years now aways had a professional service &very friendly engineer's cannot ask for anything more.
7 October 2026
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear that after several years you've consistently found our engineers to be both professional and friendly — that's exactly the standard we strive to maintain. We look forward to continuing to look after your heating and plumbing needs.
The Custom Heat Team
Service Engineer
Service Engineer arrived on time, was polite and courteous, respectful to the property and was clean & tidy around the work area.
7 October 2026
Unprompted review
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear that our engineer arrived on time and left the work area clean and tidy — that respectful approach to customers' homes is something we take real pride in. We look forward to being of service again in the future.
The Custom Heat Team
Top notch service
As usual excellent service from Custom Heat. Annual boiler service done and dusted. Informed all the way date and time then a call just before engineer arrived.
7 October 2026
Unprompted review
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear that the communication worked well for you — from the advance notice of date and time through to the call just before our engineer arrived. We look forward to seeing you again for next year's service.
The Custom Heat Team
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear the booking process was straightforward and that the engineer did a good job on the day.
The Custom Heat Team
Turn up when he said he would done the…
Turn up when he said he would done the job nice and tidy
29 September 2026
Reply from Custom Heat & Cool
We really appreciate you taking the time to leave this review. It's great to hear the job was completed on time and left neat and tidy — that's exactly the standard we always aim for.
The Custom Heat Team
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear the engineer arrived on time and made the visit a pleasant one — that's exactly the standard we aim for.
The Custom Heat Team
Cannot recommend Custom Heat enough
Cannot recommend Custom Heat enough. The lady I spoke to was amazing. Would definitely use again 😀
Kyle
Leamington Spa
1 October 2026
Unprompted review
Reply from Custom Heat & Cool
What a lovely review to receive — thank you so much for sharing it! It's great to hear that the member of our office team made such a positive impression; we'll be sure to pass that on. We look forward to helping you again whenever you need us.
The Custom Heat Team
A good service
A good service, engineer came across as very knowledgeable, useful tips, and why !
Will be looking for a quote to replace 3 radiators ( they are over fifty years old.)
Very happy with the work carried out.
3 October 2026
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear the engineer's knowledge and practical advice made a difference, and we're pleased you were happy with the work carried out. We'd be delighted to put together a quote for those radiator replacements whenever you're ready — just get in touch and we'll be happy to help.
The Custom Heat Team
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to know we've been a reliable choice for your boiler repairs, and that you've been happy with the service each time. We look forward to being there whenever you need us.
The Custom Heat Team
very efficient and friendly
1 October 2026
Reply from Custom Heat & Cool
We really appreciate you taking the time to leave this review. It's great to hear you found our team both efficient and friendly — that's exactly the kind of service we always aim to deliver.
The Custom Heat Team
Excellent customer service
As always I am very pleased with my boiler service. Niall always turns up on time and carries out the work to a high standard.
29 September 2026
Unprompted review
Reply from Custom Heat & Cool
We really appreciate you posting this review. It's great to hear that Niall continues to deliver a punctual, high-quality service visit after visit — that's exactly the standard we set out to achieve. We'll be sure to pass your kind words along to him.
The Custom Heat Team
Shame they let us down
This company are usually brilliant and I'm glad I switched to them to service my boiler. However we were left without any heating for five days at the end of last Winter. I understand it was partly over a bank holiday but still wasn't good for two people with severe health issues.
26 June 2026
Reply from Custom Heat & Cool
Thank you for your feedback and for your continued trust in Custom Heat & Cool. We’re really sorry to hear you were left without heating for five days. While the bank holiday did unfortunately affect availability, we completely understand how difficult this must have been, especially given your circumstances.
The Custom Heat Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.