OMG British Gas Homecare!

macman

How much is that payment (compared to the referral fee)?
I can't believe that BG pays a bonus for fixing a boiler first time-isn't that what they're supposed to be doing anyway?

ollski

It's not individual it's based on percentage of completed jobs. I guess it is to encourage engineers to be as thorough as they can, manage parts, preempt foreseeable problems, prevent recalls etc. There is very little incentive to keep independent engineers keen on a first time fix. My incentive payments for boiler leads is average and accounts for 0.4% of annual salary.

sisser00

I have just had a service of my boiler with NPower or should i say a partial service as they did not check everything. Although they missed one appointment they came yesterday. The engineer said that my pressure was low that is why my radiators were not heating up at the top. When he left I noticed that he must have played around with the mobile thermostat as the dials were wrong. When i went to put on the heating it would only come on past 28 degrees and be on for a bit and then cut off. I rang NPower, they asked if I had Homecare service which I didnt and told me they would call back. I waited half an hour knowing that it was Friday the engineer came late in the afternoon and may close. When I called back, I had to wait for the second time, by this time it was 5.30pm so I asked what time they finished and was told 6pm. I was further informed that no one would come out until Monday, eventhough I explained that I am disabled with medical conditions which would be aggravated by the cold. I was informed that as I was not part of the Homecare team but it was just an annual service that they provide, I did not qualify for an emergency service. I was told to ring back Saturday to discuss the matter with their technical team to see whether I could do something myself. On Saturday morning I rang up. I was told that there was no one in the technical department in and they rarely came in - it was just a 2 man team. The person told me to switch of the boiler and turn it back on which I did. This seemed to mess up the thermostat control even more as it would not go on until it reached 30 degrees. I was informed that I could not get any heaters until Monday. I am sick of these utility companies, and there call centre mentality

nPower

Hi sisser00,

I'm really sorry to hear about the problems you've had with our Hometeam.

Have you managed to get this sorted now, or is there anything I can help with at all?

If you would like me to take a look into your query, just drop me an email to forumresponse@npower.com with all the details.

Best wishes,

Adam

dickydonkin

sisser00 wrote: »

I have just had a service of my boiler with NPower or should i say a partial service as they did not check everything. Although they missed one appointment they came yesterday. The engineer said that my pressure was low that is why my radiators were not heating up at the top. When he left I noticed that he must have played around with the mobile thermostat as the dials were wrong. When i went to put on the heating it would only come on past 28 degrees and be on for a bit and then cut off. I rang NPower, they asked if I had Homecare service which I didnt and told me they would call back. I waited half an hour knowing that it was Friday the engineer came late in the afternoon and may close. When I called back, I had to wait for the second time, by this time it was 5.30pm so I asked what time they finished and was told 6pm. I was further informed that no one would come out until Monday, eventhough I explained that I am disabled with medical conditions which would be aggravated by the cold. I was informed that as I was not part of the Homecare team but it was just an annual service that they provide, I did not qualify for an emergency service. I was told to ring back Saturday to discuss the matter with their technical team to see whether I could do something myself. On Saturday morning I rang up. I was told that there was no one in the technical department in and they rarely came in - it was just a 2 man team. The person told me to switch of the boiler and turn it back on which I did. This seemed to mess up the thermostat control even more as it would not go on until it reached 30 degrees. I was informed that I could not get any heaters until Monday. I am sick of these utility companies, and there call centre mentality

I have been a 'member' of npower's Homecare's boiler protection scheme for over two years and I am still awaiting my first 'free' annual boiler service which is incorporated into the package.

The first appointment nobody arrived after having stayed in the house all day - but what complounded my anger was that the representative I spoke to told me they had been ringing me all day - which was a complete pack of lies - which my phone log would confirm. After ringing them again, they told me the problem was that they could not contact me because they did not have my number?????

Having reluctantly renewed my cover last year, (yes - I should have known better) the letter I received confirming my cover indicated that I would be contacted to arrange my boiler service - fast forward 5 months nobody contacted me and I had to arrange it myself!

The service appointment was arranged for today - so I turned down work and stayed in all day :mad: waiting for the engineer to arrive.

At 5:15 PM I received a phone call informing me that the engineer could not honour the appointment.

I appreciate that unforseen circumstances can occur - but what was the point at ringing at such a time when I had already come to the conclusion that npower had failed miserably again?

npower Hometeam services are just not fit for purpose - whether they are over subscribed, undermanned or just plain incompetent, their services (or lack of them) are abysmal.

Avoid!

sisser00

I have decided to take my business elsewhere. If the Homecare Team wasnt bad enough, the continued change to my monthly bills takes the biscuit.

Zero_Sum

dickydonkin wrote: »

I have been a 'member' of npower's Homecare's boiler protection scheme for over two years and I am still awaiting my first 'free' annual boiler service which is incorporated into the package.

The first appointment nobody arrived after having stayed in the house all day - but what complounded my anger was that the representative I spoke to told me they had been ringing me all day - which was a complete pack of lies - which my phone log would confirm. After ringing them again, they told me the problem was that they could not contact me because they did not have my number?????

Having reluctantly renewed my cover last year, (yes - I should have known better) the letter I received confirming my cover indicated that I would be contacted to arrange my boiler service - fast forward 5 months nobody contacted me and I had to arrange it myself!

The service appointment was arranged for today - so I turned down work and stayed in all day :mad: waiting for the engineer to arrive.

At 5:15 PM I received a phone call informing me that the engineer could not honour the appointment.

I appreciate that unforseen circumstances can occur - but what was the point at ringing at such a time when I had already come to the conclusion that npower had failed miserably again?

npower Hometeam services are just not fit for purpose - whether they are over subscribed, undermanned or just plain incompetent, their services (or lack of them) are abysmal.

Avoid!

you can get compensation for missed appointments. BG have just sent me £25 for them messing me about

ihateyes

Zero_Sum wrote: »

you can get compensation for missed appointments. BG have just sent me £25 for them messing me about

its descretionary.

Zero_Sum

ihateyes wrote: »

its descretionary.

yes but its worth fighting for