Rules for missed appointment compensation

ris2015

Waiting at home for a booked British Gas Homecare repair visit this morning.
Phone call from British gas to reschedule the visit, they did not have an available engineer.
Reluctantly accepting a new date I asked for compensation and a 2 hour booking window, which I thought was now the normal arrangement. Sadly both these requests were rejected.
My morning wasted! Does anyone know what the rules are for this event?

Shaun_of_the_Dead

ris2015 wrote: »

Waiting at home for a booked British Gas Homecare repair visit this morning.
Phone call from British gas to reschedule the visit, they did not have an available engineer.
Reluctantly accepting a new date I asked for compensation and a 2 hour booking window, which I thought was now the normal arrangement. Sadly both these requests were rejected.
My morning wasted! Does anyone know what the rules are for this event?

What's your actual quantifiable loss?

ris2015

The loss can be quantified as 5 hours of my time. This being the time that British Gas gives for its appointment window. I now have to provide a further 5 hours for a new appointment.
However I seem to recall that there was some form of agreement that Utility companies now give a flat rate of £30 for a missed appointment, with a new appointment in a 2 hour window. British Gas did not acknowledge that however.

comeandgo

I get £35 per cancelled visit from one of the electric company's as they seem to cancel appointments regularly. I'm quids in at the moment as it costs me nothing to stay in.

Shaun_of_the_Dead

ris2015 wrote: »

The loss can be quantified as 5 hours of my time. This being the time that British Gas gives for its appointment window. I now have to provide a further 5 hours for a new appointment.
However I seem to recall that there was some form of agreement that Utility companies now give a flat rate of £30 for a missed appointment, with a new appointment in a 2 hour window. British Gas did not acknowledge that however.

Five hours sat in the house. You had that so there's no loss.

tacpot12

The Ofgem Guarantee Standards mean that distribution companies have to give compensation of £30 if they miss an appointment, but the Homecare product is not provided by a distribution company. It is provided by a separate company that is not subject to the Ofgem Guarantee Standards, so they don't have to pay you compensation.

Undervalued

Shaun_of_the_Dead wrote: »

Five hours sat in the house. You had that so there's no loss.

There was if the OP took time off work and will now have to again.

OP, whilst I agree with others that there is no automatic fixed entitlement I suspect if you make enough fuss, write to the chief executive etc and threaten to put it all over social media etc you will get something out of them!

If nothing else it will pass the time during the next five hour wait!

Shaun_of_the_Dead

Undervalued wrote: »

There was if the OP took time off work and will now have to again.

OP, whilst I agree with others that there is no automatic fixed entitlement I suspect if you make enough fuss, write to the chief executive etc and threaten to put it all over social media etc you will get something out of them!

If nothing else it will pass the time during the next five hour wait!

No, there wasn't. If the OP took time off work they haven't lost out as they had the time off.

Undervalued

Shaun_of_the_Dead wrote: »

No, there wasn't. If the OP took time off work they haven't lost out as they had the time off.

Yes they have lost out as they have been restricted in what they could do with the time, plus they will have to do so again to get the gas appliance repaired.

Slinky

Shaun_of_the_Dead wrote: »

No, there wasn't. If the OP took time off work they haven't lost out as they had the time off.

They have either wasted 5 hours of holiday, or lost 5 hours of pay as they will have to take that time off work for the rescheduled visit.

Carrot007

Slinky wrote: »

They have either wasted 5 hours of holiday, or lost 5 hours of pay as they will have to take that time off work for the rescheduled visit.

Or were working from home and lost nothing, not to mention many more options.