British Gas Homecare Agreement

The_Deep

I have a British Gas Homecare Agreement, which includes an annual service of the boiler. It was set up in May 2000 which means that the boiler service should take place each May. Last year the boiler was serviced on 25th August.

In early September BG phoned me to arrange the annual service. The date was agreed for 2nd October. On 30th September they left a message on my answering machine cancelling the appointment "for operational reasons".

The next day I telephoned, waiting 17 minutes for them to answer, and the earliest they could offer me was 28th October, I explained that I was likely to be abroad until mid December and could I have something on 18 October ot before. They told me that they did not have any appointments available. I then asked to speak to a manager who offered me an "all day" appointment on 18th October, which I declined. It now looks as though the annual service due in May will take place in January.

I have taken this to the Energy Ombudsman, claiming token compensation for breach of contract, but how much will it cost BG to answer the complaint.

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jalexa

The_Deep wrote: »

... I explained that I was likely to be abroad until mid December and could I have something on 18 October ot before. They told me that they did not have any appointments available. I then asked to speak to a manager who offered me an "all day" appointment on 18th October, which I declined.

In that case I think it is likely you will lose the adjudication.

On the other hand had you "accepted" and BG failed to attend the boot would have been on the other foot.

TIMMY85

The_Deep wrote: »

I have a British Gas Homecare Agreement, which includes an annual service of the boiler. It was set up in May 2000 which means that the boiler service should take place each May. Last year the boiler was serviced on 25th August.

....

It now looks as though the annual service due in May will take place in January.

I have taken this to the Energy Ombudsman, claiming token compensation for breach of contract, but how much will it cost BG to answer the complaint.

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The HC terms and conditions say you are entitled to an annual service in a policy year, not on a specific date or in a specific month.

The Energy Ombudsman would not be able to help with your complaint as it is not an energy product you are complaining about. After following the BG Services complaints procedure you may be able to ask the Financial Ombudsman to intervene on your behalf as it is an insurance product with which you have a complaint.

I am inclined to agree with Jalexa that if you have been offered and then declined an appointment the FOS may say that BG have offered to fulfil their obligation to you. I do not work for BG services so am not sure but the argument would seem to make sense given the information available.

macman

Why didn't you phone them in say June/July, to book for an August service?

The_Deep

But my point is that an appointment was arranged some four weeks in advance, and was cancelled two days before it was due, and the next appointment offered four weeks later. The reason given was heavy demand, i.e. insufficient staff to meet contractual obligations.

Whilst part of this service may be seen as an insurance service, the annual service is not, it is part of a contract to supply a service.

I am not in any concerned about being compensated as my losses are negligable, my concern is that BG are heavily advertising a service which they appear to be unable to deliver in a timely manner.

macman

Cancel the cover and use a local independent GSR RGI.

jalexa

The_Deep wrote: »

my concern is that BG are heavily advertising a service which they appear to be unable to deliver in a timely manner.

If you can make stick the advertising claims and a mismatch in delivery, perhaps the Advertising Standards Authority would cause more mischief.

One important advantage of the ASA over EO/FOS is that individual adjudications are made public.

geoff2

I think BG have cut their service staff because when I booked my service, following their reminder letter, it was almost two months before they could come. It's never been that way before - usually within 2 weeks - and I've been with them for 10 years.

ollski

If the weather drops services take a back seat to breakdowns as you would hope, this does cause rescheduling but usually after 1 resched the job will be marked as 'do not cancel' which means not rescheduled either. You should be able to book your appointment online much easier.

The_Deep

I took the matter to the Energy Ombudsman who got back to me to say that I had to give the company 8 weeks to resolve the matter. Eight weeks! You could not make it up.

yorksdave

I cancelled Homecare when I calculated they increased the premium by nearly 12%, this was when they changed from been a maintenance product to an insurance one