British gas have disconnected our heating system

drsaccs

Our boiler stopped working and we called BG as we have a service plan with them. The engineer repaired the fan and the system worked OK. He then checked the emissions from the flue outside and informed us that the system was unsafe and he would have to disconnect it and we would need to have a new boiler installed.

I queried with him why the system was unsafe and he said it was due to high CO emissions from the flue which could potentially come into the house. We have a CO alarm fitted next to the boiler, so I said that there was no current CO problem and therefore there was no need to leave us without heating whilst we sorted out a repalcement. He said, if he left the boiler connected to the gas supply, then people just continue to use the condemned boiler and do not get it replaced. I queried the position again and he went off to the van to talk to his manager about it - on his return he confirmed that we must leave the boiler disconnected.

He then called BG to arrange for a salesman to visit to quote for a new boiler (we didn't ask him to do this) and went to extra trouble to get the appointment with a rep he knows in the area, so that he could get in contact with the rep and arrange for him to visit the next working day (we would have had to wait longer through the normal channels). He then gave us a £200 off voucher.

I can't help feeling this is a set up. Disconnect our heating in February and then arrange a fast replacement to ensure they get the buisness because there isn't an easy alternative unless we are prepared to go without heating for an extended amount of time. From everything I've read it appears BG will charge top price. I've already determined that the boiler they will recommend has a RRP of £1400, but can be readily purchased for £750 from any number of heating suppliers, so the is substantial money at stake.

If any one as any advice on what to do please respond to my post. I just wonder what right BG has to disconnect your heating anyway.

Thanks

Cardew

Welcome to the forum.

Firstly BG(or any other gas safe fitter) not only have the right to disconnect the supply, they have a duty to do so if it is unsafe.

That said, as you say, BG charge 'top dollar' for boiler replacement. So get some quotes from other local fitters; but make sure it is like for like - power flushing etc. A couple of £10 fan heaters will provide heating until it is completed.

There is a growing impression that BG fitters are 'commission driven' and all too ready to condemn boilers rather than repair and arrange for a salesman to call. They are happy to have you on cover whist your system is newish and relatively trouble free, but as soon as they have to work for their money they are eager for you to get a new boiler.

I would also get in writing why your boiler cannot be repaired.

gas4you

Bg or any of us gas engineers have no right to disconnect any gas appliance without the responsible persons permission to do so. In this case that is you. All we can do is advise that something is unsafe. To be disconnected from the gas an appliance would have to be classed as Immediately Dangerous.

However, saying that, if the appliance was in fact dangerous enough to need disconnecting and you or whoever refused permission to do this, or even turn it off, the gas engineer would then call the gas transporter, in my area National Grid, report the case to them and obtain a job number from them.

Once that job number is given, the gas enginneer who reports the dangerous appliance is free from responsibilty of the dangerous situation.

National Grid will then call and have the legal power to gain access to the gas meter, without your permission, to disconnect the gas supply/meter so the dangerous appliance cannot be used.

What I cannot understand is that as you are on a BG service contract, why are they not repairing the boiler so the CO levels are safe?

Could be that all it needs is a proper service and not a BG 'safety inspection'.

ollski

It's not a setup, the fast turnaround replacement is arranged so that you have an option to get heat and hot water back on as soon as possible. You are under no obligation to get bg to replace it whatsoever so the price is irrelevant unless you accept it.
A high emission reading in itself is only 'at risk' and requiring the boiler to be turned off and not disconnected so there must be a little more to it.

TanDiy

Hi,
DO NOT TRUST THEM. We had exactly the same experience - heating shut down, warning labels attached, appointment made for BG salesman to call (not just any salesman but the local one who is known to be extra good), a discount voucher to get money off, etc.

We rang the manufacturer of the boiler who gave us all the information we needed to go back to British Gas - there was absolutely nothing wrong with the boiler, no parts needed changing and BG simply came back in and started it all up again. They simply said that they made a mistake.

Of course a heating engineer should be able to shut off something that could be so dangerours. However, were we sent an engineer who was trying to scam us or was we sent an engineer who did not know what he was doing. Either way we were not impressed.

Hope this helps.

Lgas

To the last poster, it is possible that the engineer was being over-cautious (possibly newly qualified?) - it is *highly* unlikely that any engineer would cut off a boiler just to get a boiler lead. Arranging a sales person to call is not forcing you to accept a BG quote, it is sometimes just useful to get an expert's opinion of what size and type of boiler would be most suitable. Then you can compare prices with local companies and plumbers. As someone else mentioned, BG have a fast turnaround time so it is always an option for people in a hurry to get a boiler replacement. It is up to the customer to refuse the appointment, it's just free advice.

Maybe there are a few rogue engineers out there but please do not think that this is representative of the company as a whole.

G_M

Get another (non BG) heating engineer in to a) confirm it is dangerous and b) quote for a new boiler.

as advised, make sure you compare like for like. Similar model, power flush etc.

If another (GasSafe registered) engineer says the boile is actually safe or just needs a service/whatever, I'd write to BG and claim back your costs as they've clearly misadvised you.

If the replacement need is confirmed, at least you'll have another quote for comparison.

jay1181

drsaccs wrote: »

Our boiler stopped working and we called BG as we have a service plan with them. The engineer repaired the fan and the system worked OK. He then checked the emissions from the flue outside and informed us that the system was unsafe and he would have to disconnect it and we would need to have a new boiler installed.

I queried with him why the system was unsafe and he said it was due to high CO emissions from the flue which could potentially come into the house. We have a CO alarm fitted next to the boiler, so I said that there was no current CO problem and therefore there was no need to leave us without heating whilst we sorted out a repalcement. He said, if he left the boiler connected to the gas supply, then people just continue to use the condemned boiler and do not get it replaced. I queried the position again and he went off to the van to talk to his manager about it - on his return he confirmed that we must leave the boiler disconnected.

He then called BG to arrange for a salesman to visit to quote for a new boiler (we didn't ask him to do this) and went to extra trouble to get the appointment with a rep he knows in the area, so that he could get in contact with the rep and arrange for him to visit the next working day (we would have had to wait longer through the normal channels). He then gave us a £200 off voucher.

I can't help feeling this is a set up. Disconnect our heating in February and then arrange a fast replacement to ensure they get the buisness because there isn't an easy alternative unless we are prepared to go without heating for an extended amount of time. From everything I've read it appears BG will charge top price. I've already determined that the boiler they will recommend has a RRP of £1400, but can be readily purchased for £750 from any number of heating suppliers, so the is substantial money at stake.

If any one as any advice on what to do please respond to my post. I just wonder what right BG has to disconnect your heating anyway.

Thanks

get a second opinion asap from another gas safe engineer then go from there just because its old doesnt mean it isnt safe but if he suspects there may be not enough ventaltion ect maybe he was just protecting his job eg somthing goes wrong and he hasnt advised you/ shut off the system ect ect then he would be liable as a previous poster stated he would have had to national grid ect whoever transports your gas and they would have shut you off anyway either at the meter or at the appliance if you had a gas cooker ect so get another engineer in and see what he / she thinks then go from there . also where is the flue located eg directly outside or vented elseware close to a new extension ect as my mothers neighbour was having an extension done and the builders let the flue vent into the new sunroom for a month which was an outside wall before the work which was highly dangerous in which her service was due also with scottish gas/ brittish gas and after servicing ect he checked the flue and promptly disconnected her boiler and due to it being vented inside:eek: the builders got fined for this and after the flue pipe was extended/moved it was commisioned again. good luck