Should you pay a call-out charge when...

dac1

Not sure where to post this.
I arranged a boiler service a week in advance. When making the appointment the only info asked/given was the boiler is in the loft. The guy turns up and says as you don't have adequate lighting or floor boards so I cannot provide the service due to regulations.
He requests a £30 call-out charge for the hour return trip he has made.
a) was he correct that he cannot service the boiler due to regulations?
b) was he correct to request the call-out charge?

hazyjo

Just to clarify... the company asked 'is the boiler in the loft' and you said 'yes'. Did they ask anything further, like 'is the loft boarded/accessible'?


Mind you, it does sound like something you should have told them. If the loft isn't boarded, they do run the risk of falling through your ceiling! And without light... well, yes, you would expect to have a light up there.


I'd be inclined to kick up a fuss and speak with a manager - but would probably feel a tad sheepish inside.


Jx

AdrianC

Did he say whose regulations...? They may very well be his employer's regulations. They certainly sound like basic common sense.

Personally, I don't think it unfair at all for him to charge for the wasted trip caused by you expecting him to grommit around in a loft by torch with a risk of going through the ceiling... Get it boarded and a light installed!

marksoton

By law his employer will have been required to produce a RAMS.

Whether you are at fault for not providing the information or they for not asking more questions is a pretty grey area.

dac1

It's ok. Just interested to know. We intend to have the boarding/light put inplace. Thanks.

agrinnall

Is this the first time you've had the boiler serviced? If not, how did you overcome the lack of floor and light previously?

bobbymotors

It's not against regulations to have the boiler in the loft...well it wasnt 3 years ago when mine was put in the loft.

No I wouldn't pay the call out charge.

AdrianC

bobbymotors wrote: »

It's not against regulations to have the boiler in the loft...

Nobody's suggesting it is. Re-read the OP.

Mr.Generous

It would be against some sort of health and safety regulation to work in a loft without a crawling board or two, and how is he going to service the boiler without a work light. If you knew that was the condition in the loft then either ask whoever is coming out can they do it - have they got suitable boards and lights - or you provide them. I'd say the charge is perfectly reasonable.

unforeseen

I think it would be against the Work at Height Regulations for working on fragile surfaces, and general H&S regulations for the lack of lighting.

Although the fragile surfaces working is the biggie IMO

bigfreddiel

agrinnall wrote: »

Is this the first time you've had the boiler serviced? If not, how did you overcome the lack of floor and light previously?

Ditto, how was it serviced the last time? fj