EON engineer created a leak

Swipe

Well you could argue that it's too much of a coincidence that there happens to be a leak in the exact same place the engineer was trying to gain access to. Remind them that's what they have liability insurance for, to cover these situations where damage is caused. tell them you are giving them one last opportunity to repair the leak and will be pursuing legal redress if not resolved or they'll just palm you off.

tux900

Can you elaborate on what is actually leaking, ideally with a photo? I am wondering if the potential for a leak was already present and it was only movement arising from manhandling the cover that made it manifest itself. Pipework and fittings shouldn't really leak as result of manhandling, unless there was a latent defect. Might that be what they are claiming? 

eldn

Thanks all for your answers. There was definitely no leak, the one he created was really a big one and related to cold water (while the one I reported was very small and related to hot water).

I don't know the details but the pipe that is leaking is called "loop hole" area I think he said. It's the pipe that goes from the roof of my flat down to the Heat Interface Unit. It's just above the HIU, very close to my roof. I have been in this flat for years and never had any issue there. When the engineer came, he spent literarily 5 minutes (which is a very long time) trying to remove the cover of the HIU and pushed very hard, he even scratched my wall around it. It started to leak straight away. I think he was very incompetent, no one struggled like that to remove that cover before.... He said himself that he broke that part and that he needed to order a new piece to replace it.

One thing I didn't mention is that this engineer did come back for a second appointment where he was supposed to fix the issue but realised that they gave him the wrong piece to change. So on that second appointment he didn't do anything and promised me to come back the following week. Then in the same evening he texted me to say that his manager told him that EON wasn't responsible for the leak in this area. I then contacted the Dispute team which of course asked the engineer and he said the leak was already there...
So we cannot say that it was a gesture from him to put a temporary fix since he did come back for a 2nd appointment, he wanted to replace the piece he broke. It's just his manager who stopped the whole procedure and now unfortunately the engineer had to lie to protect himself or his team...

I understand it's hard to challenge their claim, despite the weird coincidence indeed...

I will however try to go to the next step and see if it's worth spending money on that legal dispute... Such a disappointment from EON, they could at least cover the cost of a third party engineer if they don't want to touch that part...