Home Energy Services Central Heating Care - missed appointment

Ivrytwr3

Hey all,

We had an appontment scheduled with Homeserve today for between 8am and 12pm - they didn't show!! No phone call to let us know they weren't coming either.

The appointment was for their annual boiler service.

I called them and they said that there was a computer error and they have rebooked, but i am sure i read sowmehere that compensation is payable in this instance. Can anyone advise?

Ta!

HomeServe_company_representative

Hi Ivrytwr3

I’ve read your review and I can certainly try to help get your boiler service scheduled. I’m sorry it didn’t happen today but if you get in touch I'll do my best to get something sorted.

If you’d like to contact us you’ll find our details on our profile page.

All the best

Anjali
Here To Help Team
HomeServe

Ivrytwr3

Hey Anjali,

When i called to ask why the engineer had not arrived i was told there was a computer error and the engineer will not be attending today - i have rebooked another date.

My query is i had taken a day off work and waited in all day - what is your policy for compensation for missed appointments? (I seem to remember £30 or £50?)

Thanks.

footyguy

Ivrytwr3 wrote: »

...what is your policy for compensation for missed appointments? (I seem to remember £30 or £50?)

Thanks.

You sure it wasn't £250



Are you sure you are not getting confused with energy suppliers (since this is the energy board)?
There is prescribed compensation for missed appointments by energy suppliers (I think it's £20), but this does not extend to insurance providers (which Homeserve effectively is)

Do you have losses you can quantify? If so, perhaps you should consider bringing a small claims case and let a court judge decide what would be reasonable in the circumstances?
(If you do, don't be surprised if he asks you if you have ever missed an appointment in your life and how much you paid in compensation as a result)

Ivrytwr3

Before HES took over from EON there was a set compensation fee for engineers who didn't up for appointments and I am sure HES offered the same when they failed to turn up approx 2yrs ago.

Just waiting to hear the official response if Anjali pops back here (it is the weekend after all!)

naedanger

Ivrytwr3 wrote: »

Before HES took over from EON there was a set compensation fee for engineers who didn't up for appointments and I am sure HES offered the same when they failed to turn up approx 2yrs ago.

Just waiting to hear the official response if Anjali pops back here (it is the weekend after all!)

Your op refers to both Home Energy Services and Homeserve. According to your previous thread when HES failed to turn up these are (or at least were) two separate companies.

https://forums.moneysavingexpert.com/discussion/4882099

Ivrytwr3

Definitely HES (have only been with EON and then switched over automatically by them).

naedanger

Ivrytwr3 wrote: »

Definitely HES (have only been with EON and then switched over automatically by them).

So not Anjali's company, which is a shame given she was going to help.

Home_Energy_Services

Hi Ivrytwr3

Apologies for the slow reply, we were a little confused by the references to Homeserve. We are sorry to hear you have had some issues with your appointment for your annual boiler service and we would very much like to investigate what has happened. Please can you email us at CustomerAssistance@heschc.com with your name, address and tel no. and we look into this for you.

Thank you

Kind regards

Home Energy Services