gas company complaint - advice welcome!

scottishlass21

Dear All

I was wondering if someone could advise. This is my situation:

One recent morning we woke to the small of gas coming from the boiler. We immediately turned the gas supply off and phoned the emergency number. The emergency person arrived and subsequently advised of a leak near the pilot light within the boiler. He also capped the meter (which is located in the hallway) and advised to call our gas proivder as we have Home Care.

I immediately called them who advised that someone would be out. A representative arrived a while later. He began work on and around the meter, he then went onto the boiler. He confirmed that there was indeed a leak at the boiler pilot light and this had now been resolved. He at this point had turned the gas supply back on.

I left the premises and returned hours later to the smell of strong gas in the hallway. I, again, immediately turned the gas supply off and called the emergency phone number. The emergency person arrived and advised there was gas "pouring" out of the pipe and a washer was missing which means that the pipe wasn't connected and sealed adequately. He advised that this was a highly dangerous gas leak and I was lucky to have called them out so quickly.

So I've emailed the above as a complaint but no reply as yet and I can't get through on the telephone. They also have taken £50 excess for the Home Care agreement.

If anyone could advise anymore or how I should take this forward I'd be very grateful

Kind regards

Gerrard_8_lfc

Its the Same Problem they will book a recall job for you at no cost as it is the same problem.

Heres the Area Service Centre's Number -0800 2949 650.

I work for BGS.

scottishlass21

Thanks for this, both leaks are now fixed, with the latter thanks to the emergency gas services. However, my concern now lies with the lack of a securely sealed gas pipe which the engineer left (due to the missing washer) is this something I should pursue?

Thanks

lemontart

may be worth asking for a written job report from both emergency call outs - call 0845 605 6677 and they can either give you the email address to request it from if national grid or the contact number for the appropiate gas network who attended

scottishlass21

Thanks, I contacted the emergency engineer and they have confirmed that there was negligence on behalf of the gas company as the washer was missing which caused the gas leak. Prior to getting this proof I was contacted by the manager of the gas company who backed his engineer as having carried out his duties correctly. As I explained that we were put in a dangerous situation and expected compensation of some sort ie our £50 excess back. He responded with what price can I put on safety, nothing dangerous happened anyway and we were out of the premises at the time so no harm was done.

I'm obviously not happy with this response but wondering if there is any point in pursuing this?

Thanks

C_Mababejive

To Err is human..

macman

So your concern is not so much to report an incompetent gas engineer, but to get some financial compensation? Yet you have not suffered any financial loss, so on what basis are you claiming?

gas4you

I'm very surprised the emergency engineer didn't RIDDOR the chap who left the washer out.

What you have posted is a dangerous situation and it sounds as though the chap never done a tightness test after working on your meter/appliance.

scottishlass21

to err is human.....what about taking responsibility for when you're wrong?

I'm sorry if you are misreading the posts above, the complaint is about negligence, the lack of responsibility and attitude from the gas company when they created a dangerous situation. The compensation, from a gas company, I'm not that naive. But when you pay for something and it isn't resolved surely you would look for your money back?

Thanks gas4you for confirming that this is a serious situation. I was beginning to think that I was making this a bigger concern that it is.

C_Mababejive

I wouldnt worry about it. No one got injured or died and i all likelihood,the chances of that happening were minuscule.

Its more an issue of inconvenience than anything else.

It would be impossible to expect every worker to get every job 100% perfect.

The only way that could be done is using robots on a production line.