NPower & National Grid stalemate

Lainey59

Please can you help me?

On 7th September, as part of a National Grid upgrade programme in my street, my gas supply was transferred to a new mains. The gas was disconnected for most of the day. When their engineer came to reconnect the gas and turn on the appliances my Worcester Bosch boiler wouldn't start up, a small amount of water leaked out and it flashed an error code (C1 - Fan problem). I have NPower Hometeam 50 central heating care insurance so called them. Their engineer came and said the fault was caused by water getting into the fan via the gas valve from the gas supply pipe, therefore I was not covered and would have to pay for the repair. I contacted National Grid who agreed to look into it and if they found it was their fault I could be reimbursed. So I paid £281.22 to have the boiler repaired.

Since then both NPower and National Grid are saying the problem is not their responsibility and have provided me with 'reports' to back up their opinion.

This has left me extremely stressed - I feel aggrieved that despite the fact that I am not liable for the cost - its either National Grid or NPower - I am left spending time and money trying to sort out something which is not my fault!

I really don't know what to do. Consumer advice have recommended getting a second opinion (in case I have to take legal action), but I know this is going to involve more time, money and stress - and I really don't know how to go about this or where to start.

Can anyone help me to end this stalemate and get my money back? Or anyone had the same experience?

lemontart

Did other people in your street have issues due to water ingress following mains replacement? that may point you in a direction. Other than that third party independent of both parties is option then past cost to either company once some conclusion arrived at, Not ideal but if statemate.

You could of course go to the ombudsman

C_Mababejive

Where id the "small amount of water"leak out from ??

chanz4

lemontart wrote: »

Did other people in your street have issues due to water ingress following mains replacement? that may point you in a direction. Other than that third party independent of both parties is option then past cost to either company once some conclusion arrived at, Not ideal but if statemate.

You could of course go to the ombudsman

Tricky one, as don't forget their is no proof to say whos liable. Also grid as you know Is so split up.

lemontart

chanz4 wrote: »

Tricky one, as don't forget their is no proof to say whos liable. Also grid as you know Is so split up.

National grid would have contracted work out to civil engineering company to do mains replacement as no direct labor for that now. Not sure if that company would investigate or ng themselves or both.

It is difficult to know about liabilty with out seeing the reports hence stage 4 of independent reports

But any complaints etc and timescale, process extremely regulated

http://www.nationalgrid.com/uk/gas/about/complaints/

with step 5 being the ombudsman, op appears to be at step 4.

What springs to mind that Ng will get an all mighty fine if they do not meet ofgems rules if they fail to meet where as npower are not governed by such so I believe.

Lainey59

It leaked out of the front of the boiler just above the control panel. prob no more than a cupful, a little while after it was turned back on.

Lainey59

lemontart wrote: »

National grid would have contracted work out to civil engineering company to do mains replacement as no direct labor for that now. Not sure if that company would investigate or ng themselves or both.

Think the NG company was trio who are looking in to it, but both sides have said it wasn't their fault. Some of the reasons given by NPower don't make sense but I'm no engineer so need an independent opinion.