NPower Homecare Boiler Repair what are my rights?

onesixfive

Over the Xmas period my central heating boiler (a 6 year old British gas 330), was repeatedly going off. It had to be manually reactivated by re-setting the mains switch. We initially put it down to the excessively windy weather but this was happening more & more so I called for the Hometeam the first week in the New Year.

• Understandably, with Xmas backlogs, & those without heating taking priority, it took 3 or 4 days for my initial for Friday 6th Jan callout. There appears to be no set time limit for the callouts!

I (reluctantly) took half a day off work, as planned for the morning appointment. My Holidays are precious to me –only getting 22 days, and having sole care of an elderly mother; some of my holidays are taken up with her needs and appointments. I therefore (wherever possible) try to fit all my own appointments in at weekends.

• I was therefore not happy when I received a call around 9am to say it may be early afternoon (ie: 1-3pm) before anyone may reach me.

I explained it was too late for me to go to work by then & I’d made arrangements to be in work by lunchtime and would only be home until 1pm, so the caller said they’d get back to me.

• At 9.45am when nobody had called me back I called NPower & was told an engineer would be with me before lunch.
• The engineer (Wayne) duly arrived later that morning of the 6th, and although he worked on the boiler was unable to fix it – it required parts he didn’t carry. He used my landline to order the parts & I was told it would be a matter of days, and I specifically requested a weekend appointment to fit them, which I was assured wouldn’t be a problem provided I gave notice, and that it would simply involve maybe the Bradford Engineers.
• When Wayne left not only was it intermittent in its activation – I also now had a leaking pipe. This has a pan under it at this time albeit it so far has not needed emptying - it leaks so little.

When I had heard nothing, I made several calls requesting when the parts would be in & explaining about the weekend appointments. Again I was assured this wouldn’t be a problem.

• Finally I was told the parts would be arriving on or around the 16th Jan.
• I was called at home one evening last week & the appointment was scheduled for Saturday 21st Jan. It was explained that it would be an “all day” appointment – I accepted that.
• I called just after lunch on Saturday 21st just to ensure it was still OK, and was assured it was indeed scheduled.
• When nobody had arrived by 4.45pm I called again. This time I was told somebody would call me back. I was told there had been an IT glitch, and although the job was shown as scheduled it had never appeared on the engineers’ worksheets.
• I was obviously angry having waited in all day, on one of the colder, windiest days of the year, without heating (having been told to leave the boiler off), so I asked that somebody call me back on Monday at 10am with assurances that the appointment be carried out next Saturday 28th instead at 9am (to save me waiting in all day again), and with NPowers arrangements for compensation for yesterdays missed appointment.

My request for a Monday 10am call was obviously ignored because I came home Sunday to 2 missed calls on my mobile (1 from Saturday evening & 1 from Sunday Morning), and a message on my landline phone asking for me to call NPower, and saying engineers were not working on Saturday 28th.

Well to my knowledge 28th Jan isn’t a bank or public holiday, and after almost 4 weeks wait I would hope I was up towards the top of that priority list!

I called NPower on the freephone number only to be told it may be a further 3 to 4 weeks! before I could have a Saturday appointment.



I am sorry to say I then lost my temper.

• I suggested I would get my own plumber to finish the job if necessary but I would bill NPower for the Job & the inconvenience, I was told this would not be honoured despite Npowers workman leaving my boiler in a worse state than he found it. (ie leaking).
• I also suggested maybe legal action may be necessary to settle this matter.
• Finally I asked for a supervisor – who I am told will be calling me back (as initially requested) today -Monday at 10am.
• I am still waiting for the call
• I have to say, that had this boiler been in a “fit state” then I would have given serious consideration to moving this cover/policy back to British Gas on the recent renewal date which fell mid-Jan (and wonder whether these delays have played a part in ensuring the policy stays with NPower?
• this (rather long winded) summary was sent to the CEO of NPower on Sunday night since I understand he likes to be kept informed of complaints

I'd still like to know where I stand legally etc. before I pursue the matter further....any advice would be welcomed ♥ as I sincerely hope that if (and when) the engineers do turn up and carry out the repairs, on the 28th, that they are indeed completed on that date & what to do if they are not....!

nPower

Hi sng165,

I'm really sorry to hear about the problems you've had with your boiler and the service you have received. This is not something we would expect.

Can you send me your details to forumresponse@npower.com and I can look at this right away?

Best wishes,

Adam

onesixfive

I have forwarded you a copy of the letter as requested...thank you. I will keep you informed of progress.

ihateyes

sng165 wrote: »

Over the Xmas period my central heating boiler (a 6 year old British gas 330), was repeatedly going off. It had to be manually reactivated by re-setting the mains switch. We initially put it down to the excessively windy weather but this was happening more & more so I called for the Hometeam the first week in the New Year.

• Understandably, with Xmas backlogs, & those without heating taking priority, it took 3 or 4 days for my initial for Friday 6th Jan callout. There appears to be no set time limit for the callouts!

I (reluctantly) took half a day off work, as planned for the morning appointment. My Holidays are precious to me –only getting 22 days, and having sole care of an elderly mother; some of my holidays are taken up with her needs and appointments. I therefore (wherever possible) try to fit all my own appointments in at weekends.

• I was therefore not happy when I received a call around 9am to say it may be early afternoon (ie: 1-3pm) before anyone may reach me.

I explained it was too late for me to go to work by then & I’d made arrangements to be in work by lunchtime and would only be home until 1pm, so the caller said they’d get back to me.

• At 9.45am when nobody had called me back I called NPower & was told an engineer would be with me before lunch.
• The engineer (Wayne) duly arrived later that morning of the 6th, and although he worked on the boiler was unable to fix it – it required parts he didn’t carry. He used my landline to order the parts & I was told it would be a matter of days, and I specifically requested a weekend appointment to fit them, which I was assured wouldn’t be a problem provided I gave notice, and that it would simply involve maybe the Bradford Engineers.
• When Wayne left not only was it intermittent in its activation – I also now had a leaking pipe. This has a pan under it at this time albeit it so far has not needed emptying - it leaks so little.

When I had heard nothing, I made several calls requesting when the parts would be in & explaining about the weekend appointments. Again I was assured this wouldn’t be a problem.

• Finally I was told the parts would be arriving on or around the 16th Jan.
• I was called at home one evening last week & the appointment was scheduled for Saturday 21st Jan. It was explained that it would be an “all day” appointment – I accepted that.
• I called just after lunch on Saturday 21st just to ensure it was still OK, and was assured it was indeed scheduled.
• When nobody had arrived by 4.45pm I called again. This time I was told somebody would call me back. I was told there had been an IT glitch, and although the job was shown as scheduled it had never appeared on the engineers’ worksheets.
• I was obviously angry having waited in all day, on one of the colder, windiest days of the year, without heating (having been told to leave the boiler off), so I asked that somebody call me back on Monday at 10am with assurances that the appointment be carried out next Saturday 28th instead at 9am (to save me waiting in all day again), and with NPowers arrangements for compensation for yesterdays missed appointment.

My request for a Monday 10am call was obviously ignored because I came home Sunday to 2 missed calls on my mobile (1 from Saturday evening & 1 from Sunday Morning), and a message on my landline phone asking for me to call NPower, and saying engineers were not working on Saturday 28th.

Well to my knowledge 28th Jan isn’t a bank or public holiday, and after almost 4 weeks wait I would hope I was up towards the top of that priority list!

I called NPower on the freephone number only to be told it may be a further 3 to 4 weeks! before I could have a Saturday appointment.



I am sorry to say I then lost my temper.

• I suggested I would get my own plumber to finish the job if necessary but I would bill NPower for the Job & the inconvenience, I was told this would not be honoured despite Npowers workman leaving my boiler in a worse state than he found it. (ie leaking).
• I also suggested maybe legal action may be necessary to settle this matter.
• Finally I asked for a supervisor – who I am told will be calling me back (as initially requested) today -Monday at 10am.
• I am still waiting for the call
• I have to say, that had this boiler been in a “fit state” then I would have given serious consideration to moving this cover/policy back to British Gas on the recent renewal date which fell mid-Jan (and wonder whether these delays have played a part in ensuring the policy stays with NPower?
• this (rather long winded) summary was sent to the CEO of NPower on Sunday night since I understand he likes to be kept informed of complaints

I'd still like to know where I stand legally etc. before I pursue the matter further....any advice would be welcomed ♥ as I sincerely hope that if (and when) the engineers do turn up and carry out the repairs, on the 28th, that they are indeed completed on that date & what to do if they are not....!

They have clearly breached their contract..... very easy to start a small claims against them, and veru highly likely that once they recieve the papers, the will be on the fone trying to settle, as it would be too costly for them to contest:beer:

nPower

Hi sng165,

I've received your email and this is being looked into as we speak.

Many thanks,

Adam

dan23uk

Just out of interest, what happens when the boiler shuts off, does it come up with any fault codes in the display? F1 or F4 perhaps?

Dan

onesixfive

Hi, thanks - yes its come up with both F1 and F4 faults over the past few weeks when its gone off.

dan23uk

A common fault with this model, the ignition electrodes become brittle and break off. I presume that is what's been ordered?
It really shouldn't take any more than a few days to obtain the part though!

Hopefully it will be sorted for you soon

Dan

Sponge

I'm looking into boiler cover and reading as many reviews on different policies/companies as I can. I was wondering, if you're still around, how this turned out for you?

Thanks in advance.

C_Mababejive

Pay peanuts,get monkeys. Trouble is that the whole heating insurance has become fiercely competitive. Companies find it hard to source REAL Engineers and even so,are trying to suppress wages. At the same time they employ as few as possible and overload them with work. People are then running round like scalded cats trying to get the work done.

Somethings got to give.