what is the point in having a out off hours number...

what is the point in having a out off hours number when there is no one there to answer it I rang your office every 10 mins from 1.30pm for about 4 hrs no one answered my mother is 84 yrs old and had no hot water or heating for three days I am not very impressed with your service this spoilt my and my husbands holiday because I could relax knowing she had no heating or water over the bank holiday liberty gas were prepared to go out but could not without your authority