British Gas Homecare negligence claim?

GoToGal

Hi

I'm having an issue with my boiler. I called British Gas Homecare out as soon as I noticed the problem. The engineer visited and claimed not to find an issue, despite my pointing out the bucket half full of water underneath the boiler and describing the issue in detail.

It has taken 5 more call outs, in some cases having to leave the boiler off until the engineer turned up and it still hasn't been fixed. Each time, the engineer has given me a different reason for the leak. The last engineer however seems to have spotted the underlying cause and arranged to come back to fix it.

Unfortunately due to the fact it has taken them over 2 months to diagnose this, the floorboards are soaked through and mold is showing through the wallpaper underneath the boiler.

Should British Gas Homecare make good the damage caused by the leak? I've read through the policy and it states:

5.26 All other loss and
damage
Unless we are responsible for it,
we will not include loss or damage
to property (including any cleaning
needed) or any other type of loss
caused by the appliance, boiler or
system to which this agreement
relates breaking down or being
accidentally damaged by you or
leaking (for example, damage to
furniture caused by water leaks).
If access has to be made to your
appliance, boiler or system we
will fill in any holes and leave
the surface level but we will not
replace the original surface or
construction. Any redecoration
or repair of damage that may be
needed following our work is your
responsibility, unless we have
been negligent.

Thanks

neilmcl

What exactly is the "issue"?

GoToGal

neilmcl wrote: »

What exactly is the "issue"?

A leaking boiler

shaun_from_Africa

Any redecoration
or repair of damage that may be
needed following our work is your
responsibility, unless we have
been negligent.

Well, my opinion would be that if a large service organisation can't repair a boiler to a satisfactory standard after 5 visits despite there being clear evidence of a water leak, then some of their engineers were negligent.

Optimist

I would suggest in the first instance going through the company's complaints procedure

For HomeCare®, Kitchen Appliance Care,
Home Electrical Care, Gas Appliance Care
You can contact us in the following ways:
by email: [EMAIL="BGS.CustomerRelations@centrica.com"] BGS.CustomerRelations@centrica.com[/EMAIL]
by phone: 0800 294 9650
by post: Helen Emms, Head of Customer Relations,
British Gas Services Customer Relations, PO Box 4394
Dunstable, LU6 9LG.
or: Helen Emms, Head of Customer Relations,
Scottish Gas Services Customer Relations, PO Box 4395
Dunstable, LU6 9LG

GoToGal

Optimist wrote: »

I would suggest in the first instance going through the company's complaints procedure

Thanks, I will do. Just want to ensure I'm not fobbed off with misinformation.