NPower Homecare Problems

vaxthehunted

Hi Everyone,
I hope its ok to post this here its quite a long one.

I have a question about the Homecare service. My mother is 70 years old and has the full npower homecare service. yesterday at 2pm they came to check the boiler system as part of the routine check service.
After they had checked it they explained to my mother that they had found a cs leak in the flue and would have to shut the gas and the boiler off, after they did this they then told my mother that they cant replace the flue due to it being fitted by a british gas engineer (my mum hasnt been with british gas for nigh on 7 years and has been with npower 3 years) and then they left!!!. so my mum phoned me at around 9:30 that evening saying she was cold and had no hot water, i immediatly phoned npower asking for an explination to which i was told that "no report had been filed and they would get an engineer out at 9:00 am tomorrow" so my mother is without hot water and heating all night. (fantasic service for a 70 year old:mad:).
so i phoned my mum today to be told that she still has no gas and no hot water and was told (by the same engineer) that she would need to contact british gas !?!?!?!. so i phoned them to be told the new company takes on the boiler(just as i expected) phoned nower again to be told that a report had just come in and now the part might not be covered by the homecare service. awaiting a phone call now.
i ave to ask Is this really ok,
1. leaving an old woman in her home with no central heating or hot water for over a day possibly 2?.
2. not covering everything on a boiler when paying fo it?.
3. telling my mum she needs to contact another company about it?.


Any info would be gratefully recived.

MK55

1. They've got back out in a priority time (although they have done a crap job explaining why it's happened so i think it's pretty unfair)
2. You'd need to read the T&C's of what is covered as if it isn't covered you haven't paid for cover on that element.
3. Awful they've asked her to contact another company as it isn't their responsbility