Claiming compensation for waiting time and calls

kmmr

Hi,

I am just after a bit of advice as to how I could go about claiming compensation for being messed around by a supplier.

I have waited at home twice now, and spent hours on the phone trying too get some gas work done, and it is still ongoing. The company has admitted that they delays are all their fault, and just keep saying sorry, but we can't do much about it.

My costs are the days off, the calls (while at work) and now I am faced with days of delays which mean I am paying workmen to do nothing until the gas works are complete. This last cost is obviously the largest, although if this continues for two more weeks, then we will be forced to move into a hotel.

I've never done things like this, and wanted a bit of advice as to what type of regulations to quote, and what could be considered a reasonable cost.

Thanks!

KMMR

fthl

well, first you need to write asking.

can you itemise all your losses for us? We can then advise as to whether these are recoverable. We also need to know the details of the contract.

Freddie_Snowbits

I think OP needs to elaborate what work is being done. It seems to me that some gas work needs to be completed before otehr work is done.

Alas, I doubt unless you have agreed a date and time in advance for the work, you will not be able to claim a penny. Tough I know, but part of the tapestry

kmmr

The contract was in writing, and said they would come on X day, and reserved the right to charge me if they arrived and couldn't get in. So, fine I was there that day. I called in the morning to see if I could get a bit more specifics on the time, but they told me all appointments were just all day, and to wait around. At about 3pm I called, and found out that they had simply forgotten to pass on the job to the operations department! They were very apologetic, said nothing like that had even happened etc etc. (I have been waiting 8 weeks for this appointment).

So, then a few more days of non-stop calls, and non-call backs and I finally get another appointment. For today, but they have realised they can't do the job.

Before they came for the job, someone came out to do a survey to confirm that they understood the work required. The situation now is that now they have showed up but on second look the original surveyor should have told me I needed to either get access to all flats in the block, or they had to get some specialist equipment. So I am now just waiting while they think about how soon they can get the more specialist team out, although they haven't responded to my calls to try and talk through some options.

This is part of a big renovation project, which is coming to an end, but there are a few jobs remaining that we were waiting until this was done to complete. So we need to wait, and can't move back in until this work is done. Right now we have work delayed, and workmen to pay (unknown just yet how much), and if this delay means we can't move in in two weeks then we have to move out of our rental into a hotel.

So - costs I'd think about

1 lost day of work by my partner. Who is a freelancer and only gets paid when he works
1 lost day of work by me - but I am full time and just used up a holiday day.
Phone calls. Many many of them - costing the money (0800 number from a mobile) and a lot of time. I have the records, or I can, from my mobile provider.
Days of workers who can't be re-assigned. Unknown at this stage.
Hotel costs if we can't move back in.

The work was/is quite expensive for a small job, which I have paid in advance (no choice).

Thanks!

KMMR

kmmr

I am currently focussed on getting the work done, so will only address this after things are completed, but just thinking in advance of what I can do. Especially as I suspect they may decide to change extra for the 'specialist' work.

kmmr

Freddie_Snowbits wrote: »

I think OP needs to elaborate what work is being done. It seems to me that some gas work needs to be completed before otehr work is done.

Alas, I doubt unless you have agreed a date and time in advance for the work, you will not be able to claim a penny. Tough I know, but part of the tapestry

A time and date was agreed. In writing, and well in advance. I have delayed work as they couldn't give me an earlier date, but accepted that as part of the scheduling.

If the delay was due to problems I'd understand, but it's the delay just caused by disorganisation which is most annoying!

Freddie_Snowbits

First thing do not panic. Good. You have a list of works to be done and obviously you have had good advice. First thing is it may not be such a big problem. (Should had seen the mess me and Freda had!!!!)

At worse, can you not extend your rent for a week, be far cheaper than a hotel, but delays do happen. A littel juggling if you can with the Jobs and you may be surprised what happens, but sometimes it is just good to talk it over and have a cheese about it.

AS for taking time off, well if OH is freelance, you could throw a sickie, time of the month.

Good luck with your project, it will be worth it in the end.

fthl

i think you might have a claim, but would be surprised if this wandered into three figures. maybe 100 or so. You might have a problem that the freelance work lost would not be considered to be within the reasonable contemplation of the parties and so unrecoverable. beyond that you might get about 60 per wasted day.

Valli

I will refer you to my B-I-L.

he recently had a new gas boiler fitted which triggered some electrical problem and caused frequent tripping and shutdown.

he phoned them on a Saturday.

"We don't do call-outs on a saturday" they bleated.

"Oh yes you do" he said.

And they did.

You don't mess with my B-I-L
(who, incidentally, does not talk to me as I upset him, once, about 4 years ago :rotfl:)

kmmr

Valli wrote: »

I will refer you to my B-I-L.

he recently had a new gas boiler fitted which triggered some electrical problem and caused frequent tripping and shutdown.

he phoned them on a Saturday.

"We don't do call-outs on a saturday" they bleated.

"Oh yes you do" he said.

And they did.

You don't mess with my B-I-L
(who, incidentally, does not talk to me as I upset him, once, about 4 years ago :rotfl:)

I need to be this person! But I just can't be. Part of me always feels sorry for the poor person in the call centre who gets the call. It's not their fault, but they are my only contact, so I can't get too angry.

But is that what I have to do? Be angry and aggressive... which is really just not me, but trying to be sensible about it all isn't really helping either.

kmmr

small update. i was given another day, today, and so i organized another day off, and arranged access to the other flats. and they have forgotten the booking again!

so now i am weeks delayed, on the third day wasted and still no gas.

Looks like i will have to resort to shouting at them. which i hate doing... but this is getting ridiculous...