Help - No hot water or heating - ongoing problems with boiler for 4 months! Compensat

Ilovelittlelily

Hi Everyone,

I would really like some advice here as I am in a very confusing situation, I have gotten to the end of my tether and I just don't know what to do now.

I gave birth to my daughter on the 19th of November 2010, if you remember it was freezing cold weather at this time. Unfortunately I was in hopsital for 2 weeks and the boiler broke down the day before my daughter was born.

My hubby rang the estate agents who sent out their service team to come and sort it. I was so distressed thinking of him having to go back to an empty house with no hot water or heating!

The service agents came out and did their magic - they claimed that the pressure had just dropped so told him how to top it up for future reference and went on their way.

Over the period of the next few weeks and months the water pressure kept dropping. We would have a fault code showing upto 20 times a day and obv all we could do was top it up. Something was blatently not right as you should never have to top up a boiler that much. So they came out again and bled the radiators. Apparently FULL of air.

Then pressure relief pipe was pouring out water into the garden - so they came out again and did the same thing - they mentioned that the pressure relief valve might need changing - so ordered one - but everytime the agent came to our property (twice) he said it wasnt nescesary and took it back with him.

The boiler was still on the blink and temporarily shutting down and saying that the pressure was too low.

On their 4th visit the bloke realised that the boiler was under warranty all along - How was I meant to know - the paperwork wasnt left with me - it was left with the service agents head office - they should know!

So - they called out the manufacturer Ferroli.

A Ferroli guy came out the next day after we had spent the night yet again in a freezing cold house with no heating or hot water.
He did his magic and claimed that the boiler was fine now - we shouldnt have any problems.

By now it was the end of January. The boiler had gone on the blink again - it was a friday afternoon - and I dreaded the thought of a whole weekend of no hot water or heating!

On monday Ferroli sent out another bloke from a different company acting as a sole trader/ service agent.

He claimed that he'd fixed it too and went.

Two days later he was called back in as we had no heating again.

By now the boiler was coming up with all sorts of fault codes - some were temporary shut down fault codes meaning the boiler could just be reset. The others were major fault codes - meaning the boiler may turn off permanently!

Ferrolli then refused to come out to fix the boiler until they had seen proof of the boiler being serviced as it had been a year since it had been installed - Yes the boiler is only 1 year old!

I called the servicing agents on behalf of the estate agents as they hold the contracts for this - to do a service on the boiler.

They said that they couldnt come out to service the boiler as they needed permission from the landlord.

When I rang the estate agents - they then said 'Its not anything to do with us - they don't need to have authorisation as surely the fact that they have the tender for this very service is adequate?!!'

So anyhow - they phoned and agreed that a service could take place.

The next day a guy came out to service the boiler.

He left me with the docs etc and went.

I then waited. I was told that as soon as the service had taken place - the service agents would inform Ferroli and send them the paperwork.

I called the estate agents maintenance team who said that they had contacted Ferroli who said that they would now send out an engineer within 3 days. Whether this phone call happened or not - I don't know. I waited some more until it was 3 days and I called again and said that I hadn't heard anything from Ferroli. She then asked if I would phone them!!

So - I made the call. They said they hadn't received proof of service. So now I was back to square one. I emailed the paperwork to them myself and they organised for an engineer to contact me within 2 days. Still no reliable hot water or heating.

An engineer came out the next day and again claimed he had fixed the boiler and said it should be fine. It was still on the blink - so he came back out the next day. He adjusted various things on the boiler including the fact that the boiler was set to LPG gas?!! and not natural.

The boiler worked better without disruption to our lives for a couple of days - and then it started flashing again. He came out again and adjusted the outputs and took off one of the temperature valves off the radiator in the lounge was on permanently and claimed we needed a room thermostat in the house.

a couple of weeks went by and it was fine - hurrah!!

then i noticed that there was a small puddle of water underneath the boiler. and no surprise - the boiler began flashing the same fault code again. This was last thursday - I rang the maintenance team and told them that the boiler had started flashing fault codes again - she asked if I would phone Ferroli!!

I got really cross at this point - not at them - but started swearing when i put the phone down.

As I thought this was no real emergency as we had managed to cope with the boiler having just temporary shut downs before - and resetting it I said I would phone them Ferroli on Monday - Boy was I wrong!

I woke up on Sunday morning to find that the boiler had permanently shut itself down - and there was no was of turning it back on - until the problem had been fixed! I was cold and had no hot water whatsoever. Absolute nightmare with a small premature child!

I tried to phone Ferroli but they were closed. So I phoned the emergency team for the estate agents - who like I thought said that there was nothing they could do as the boiler was under warranty. I broke down in tears at this point - totally fed up - as this had been an ongoing battle for months!

My daughter is booked in for an operation next Tuesday in a weeks time. If she gets ill before - they will cancel her operation. She is having facial surgery to repair a cleft lip and I have been told that this is the optimum time for the best results - if it is delayed - it could have a big impact on her healing and the scarring.

The estate agents phoned Ferroli to find out that they wouldnt send out an engineer until a room thermostat and a new automatic bypass valve had been fitted. So the estate agents arranged for the plumber who initially fitted the boiler in the first place to come out and check it etc and to install what was requested.

He noticed that the boiler was leaking water - quite alot to be fair and said that he didn't think that the installations were needed, that the boiler already had an automatic bypass valve within its system. Now I was so confused I didn't have a clue where to turn. The plumber said it wasn't needed - yet Ferroli claimed it was.

Anyway - after a bit more mooching around - the plumber said that the heat exchanger would need replacing as this had burst - so we would need to phone Ferroli to call out another engineer - he also said that the room thermostat wouldnt make any difference. Even though the Ferroli agent had sworn by this - saying it would make all the difference.

So - I called Ferroli - who said they would again send out an engineer within 2 days. That afternoon I got a call saying that the engineer would come out at 8am the next morning. Hooray!

I spent the whole night last night freezing cold - with electric heaters - no hot water - total nightmare when you dont have a dishwasher and a small baby! Not to mention I am dying to have a bath.

The Ferroli guy has just come out and has said that it does need a new heat exchanger as well as a few other things as there has been water damage. He said he doesnt carry the parts - and he will have to order the parts. These - if they are in stock can take 3 days to arrive. If not in stock - they are ordered from Italy which can take weeks!

I have no hot water or heating!

I am waiting for the estate agents to call me back. I cannot stay in this house - the stress and cold has made me ill - I am not functioning properly - I have a severe headache from the electric heaters and am feeling very worn down.

I want advice in regards to compensation for all this mess, not to mention the stress this has caused me - and it has affected my precious time with my first newborn baby.

We wont be able to stay in this house - so will either have to stay with parents or see if they can put us up somewhere. A B & B is not an option as I need to stay in during the day with my little girl. A hotel or a furnished house would be an option - but only if they can pay for my dog to go into kennels for the duration as I personally cannot afford this expense. Even If me and my hubby do go to our parents houses - neither will be able to accept our dog as A she is huge - and B she doesnt get on with other dogs - and both our parents have dogs.

I want to be reimbursed the cost of the rent - for all the time that we have had no heating or hot water!

Where do I stand on this - what would be a reasonable ask?

If this was a council property this would be regarded as an emergency as I have a small child under the age of 5. Not to mention the fact that she is only 4 months old - is premature - and she has an operation next Tuesday.

I really dont know what to do and would really appreciate some feedback! I am in a total CRISIS!

flora48

((((Hugs)))) Can't say much in practical terms but just hope you get it all sorted. Be thinking of you and and your LO next week, I appeciate the problem, my 2 week old grandaughter sees the surgeon for the same condition this Friday.
I think you have a very good case, after all a new boiler should be trouble free. It is clearly not fit for purpose and your LA/LL should be doing something about replacing it. Can you get help from Trading Standards?
What did you ask of the LA, surely your house is uninhabitable and you should get alternative accommodation, the LL should have some insurance to cover this type of thing.
Don't wait too long for theLA to ring back, keep on their case, or another day will have slipped away.

Andy_WSM

flora48 wrote: »

surely your house is uninhabitable and you should get alternative accommodation

That's a bit of a stretch isn't it? We all managed perfectly well without central heating in the past and I'm sure we've all had to boil pans of water on the stove when necessary too. I own my house, I've had similar nightmare scenarios with hot water & heating in the past, as I'm sure most house owners will have done at some point. Just one of those things, not the Landlords fault that the boiler is rubbish. He purchased it in good faith, just the same as any house owner would have done.

flora48

Yes he purchased it in good faith and it is not fit for purpose and he should be doing something about it, this has gone on for 4 months now. A householder would be able to take action themselves whereas a tenant cannot. A tenant pays rent for the facilities offered in the accommodation when signing the contract. These tenants have given the LL plenty of opportunity to solve the problem.
We do not live in the past but the 21st century when central heating and running water are the norm.

Ilovelittlelily

Hi Andy,

Yes I am aware that this is not the landlords fault. I feel terrible having to phone the estate agents nearly every day.

But, they have had 4 months to sort the boiler out.

They knew back in November that my daughter was booked in for surgery.

I understand that the manufacturer have their own terms and conditions and on the other hand its under warranty, and I have also been very leanient in regards to living in the house with no hot water and heating - even when I brought her home at only 4lbs.

but I have had atleast 5 weekends of no hot water and heating and no assistance - and have had atleast 12 visits from engineers.

I've gotten used to boiling pans and boiling the kettle - but when you're shattered - freezing cold - feeling ill and you've got to boil kettles and pans just to bath your baby - and then to wash up her bottles for her feeds - it gets a bit much when you're doing it every day and you see no end . . since its taken 4 months to diagnose the problem.

Thanks for your input - I have tried to be as patient as possible - and endeavor to stay as calm as I can.

I have spoken to the estate agents this morning - and they are trying to find temporary housing for me as they understand that it must be a nightmare with the baby.

I also heard from the engineer that 'if the parts aren't in stock, it may take weeks' - I certainly hope not *fingers crossed*

Ilovelittlelily

Hi Flora,

Yes I am terribly worried about the operation, and this is an added stress that I just don't need.

Thanks for your support.

I'll keep this updated to let you know what they come back with.

And yes - surely since I pay rent for a property that should have central heating and hot water - if i'm not receiving these facilities then reduced rent is what is owed? Not to mention the stress this has caused.

Ilovelittlelily

Hi Everyone,

I could still really do with some advice in regards to compensating me? ie part or full refund of rent? what would be acceptable to ask for?

jackieglasgow

You might well put this on the house renting forum, people there will have more knowledge.