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Help Required - URGENT
Pebzarolla
Posts: 1 Newbie
Hi MSE,
Looking for some urgent advise:
Our boiler failed last Saturday so as we are covered through our insurance company (Domestic Emergency Cover), I phoned the insurance company to report the fault.
An engineer attended our property the following day and advised that the pump on the combi boiler had failed and would require replacing.
A different engineer attended our home yesterday with replacement pump, fitted it and then advised my wife the boiler was fixed, however hadn't turned the heating back on. At this point he left our property.
An hour and a half later, my son arrives home and goes upstairs to his room (he has an attic bedroom). He shouts downstairs asking why all the stairs leading up to his room are soaking wet!
I ventured upstairs to investigate and identify that the engineer had failed to tighten the bleed nipple on the radiator that sits on the wall above the stairs!
I immediately find some pliers and tighten.
I phone my insurance company to advise of the situation who then advise me that I need to report the matter to the Domestic Emergency Cover team ( I believe this is contracted out to a 3rd party).
I make contact with them and am advised that according to the engineers report the boiler was tested and working correctly before departing my property. They've asked me to send photos of the water damage (difficult to show as stripped carpet) which I've done. They've told me that they will let me know outcome within 24hrs - my worry is that it's the engineers word against mine. Furthermore (not that it makes any difference) is that the stair carpets are less than 12 months old!
I've also videod me putting towels on the stairs which shows the towels absorbing water when I press on them as this shows evidence better than the photos. I've tried to email the video to the insurance company but due to the size of the video I'm unable to send (I've advised insurance of this asking for an alternative way of sending but have received no response).
Looking for guidance as to how i progress if the engineer refuses to admit that he failed to check his work?
Looking for some urgent advise:
Our boiler failed last Saturday so as we are covered through our insurance company (Domestic Emergency Cover), I phoned the insurance company to report the fault.
An engineer attended our property the following day and advised that the pump on the combi boiler had failed and would require replacing.
A different engineer attended our home yesterday with replacement pump, fitted it and then advised my wife the boiler was fixed, however hadn't turned the heating back on. At this point he left our property.
An hour and a half later, my son arrives home and goes upstairs to his room (he has an attic bedroom). He shouts downstairs asking why all the stairs leading up to his room are soaking wet!
I ventured upstairs to investigate and identify that the engineer had failed to tighten the bleed nipple on the radiator that sits on the wall above the stairs!
I immediately find some pliers and tighten.
I phone my insurance company to advise of the situation who then advise me that I need to report the matter to the Domestic Emergency Cover team ( I believe this is contracted out to a 3rd party).
I make contact with them and am advised that according to the engineers report the boiler was tested and working correctly before departing my property. They've asked me to send photos of the water damage (difficult to show as stripped carpet) which I've done. They've told me that they will let me know outcome within 24hrs - my worry is that it's the engineers word against mine. Furthermore (not that it makes any difference) is that the stair carpets are less than 12 months old!
I've also videod me putting towels on the stairs which shows the towels absorbing water when I press on them as this shows evidence better than the photos. I've tried to email the video to the insurance company but due to the size of the video I'm unable to send (I've advised insurance of this asking for an alternative way of sending but have received no response).
Looking for guidance as to how i progress if the engineer refuses to admit that he failed to check his work?
0
Comments
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Their request to you to give them 24 hours to look into this seems reasonable. Especially as no urgent action is needed now you have stemmed the leak
Wait the 24 hours and see what their reply is. Then take it from there.0
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