The Energy Companies Obligation (ECO) Free Boiler Scheme- couple in 70s left in lurch

terrencetrentderby

My in laws, who are in receipt of benefits, & who turn 70 this year, took advantage of the governments ECO scheme to have a new replacement, supposedly more efficient, gas boiler fitted for which they qualify due to being in receipt of pension credit.

Although British Gas provide their gas some private company cold called them & persuaded them to allow them to fit the replacement boiler, which they were assured verbally would be totally free. I've been unable to establish who the company are as they have left not a scrap of paperwork (doesnt seem like good practice but probably deliberate!) & I dont know who the hell this company are but they're obviously making good money out of this scheme and, it seems, they care not a jot about whether they deliver the objective of the scheme ie "...to improve the ability of low income and vulnerable households (the ‘Affordable Warmth Group’) to heat their homes." because they have left this old couple in a terrible situation.

The couple, who had a perfectly functional gas fire in their living room have now had their fire condemned and are looking at upwards of £1,000 just to get back to the position they were in before this company darkened their doors.We're nearly into October & this has most definitely failed in the stated objectives of the scheme. But the company doesn't appear to give a damn!

Various visits were made to the home to assess the requirements prior to the installation date & they were assured verbally that the gas fire would be connected up to the new boiler.

On installation day, the boiler was fitted, all well and good & they do have central heating, however due to some issue with the pipe work from the new boiler being incompatible with their main source of heat during the day in the winter & they are now without a working gas fire altogether in their living room. The man from the company stated, "I'm only hear to fit the boiler. You'll need a new fire fitting. Try British Gas". And the flooring in the upstairs bedroom has been damaged to the point it needs a complete replacement.

The have Home Care with British Gas which they pay a monthly premium for however upon calling the guy out he said as the fire is out of action due to deliberate action by someone supposedly qualified to work with heating systems, the Home Care doesnt cover the cost of getting their gas fire back up and running. I'm sure thats correct. Surely the company operating as an agent under this scheme is responsible for getting the couple back to where they were before they started meddling with it?

I cant believe that they didnt look into the compatibility of the boiler with the gas fire until after the boiler was installed. They're obviously making big money out of this & dont seem to give a damn, they've got their box ticked, will get paid and dont want to know any more.

It's looking like a 5 hour job to put this right. The fitter charges £88 per hour and then parts are likely to be an extra £200. Then there is the cost of the flooring, which was never mentioned when these cold callers or their agents came over with the sales patter.

Is there anyone who regulates this scheme they can complain to?

They're not at the time of life or in the best of health to be fighting this thing. I'm trying to help them. Any advice massively welcome.