External Wall Insulation Problems With EON

DaveMac73

Hi Everyone,

I'm looking for a bit of advice on how to go about complaining about EON. I'll give you a brief summary of the issues as this problem has been going on for about 14 months now:

Back in 2013 we had some External Wall Insulation fitted for a government scheme as it is meant to make our house, which we own, more energy efficient. A contractor fitted it on behalf of EON.

Last year I noticed holes appearing in the EWI, mainly around the windows. I advised EON of this and they said that they would get one of their departments to take a look at it. Anyway, I expected this to take longer than usual due to the pandemic. I was informed by them that they would keep me fully updated which was fine. Now herein lies the issue, they did not provide me with any updates, it took me weeks to get any kind of response out of them and as time went on the holes began to get worse. 

Eventually, in August of this year, they sent out a surveyor to look at my house. The surveyor told my wife that it urgently needs fixing and if we have a bad winter and there is any water ingress then serious damage could be caused to my property. 

EON then admitted to me in writing that they are liable for the issues. Basically there should be at least 6mm of EWI around my windows, there is barely 2mm so it is a cowboy job

They then emailed me in September and told me in writing that they have a contractor who would get the works done by October. October came around and I heard nothing and I was then left to deal with the contractor myself. Chased the contractor and heard nothing back

I then had an email from the contractor who said that they have no plans to book the work in just yet. At this point I lost my cool with EON and sent a rather unhappy email to them demanding an explanation. I was then informed by them that they are sorry and I shouldnt have been left to deal with the contractor myself and they would be in touch as a matter of urgency. Two days passed and nothing so I sent a further email threatening them with the Ombudsman.

I have since had a call from the Managing Director from the contractor apologising for the delay and finally it looks like it should all be moving.

Now, the issue I have, is that the MD has confirmed to me that EON have lied to me as he told them personally that they cant do the works until November. If I had been told this I would have been fine with it but I dont appreciate being lied to and having to do all the chasing myself

So what are my options here? Can I take them to the Ombudsman, can I put a complaint in? If so how do I go about this? Should I look for compensation from them for the stress of it all? I have emails backing up everything that has gone on.

What's peoples thoughts on this?

warwick2001

IMO it would be very difficult for you to prove this has caused you 'enough' stress to be awarded compensation. If they have agreed to do the work, and will not require payment to do so, it would also be very difficult for you to prove that you have suffered any financial loss. Have you suffered any financial loss? Could you claim you spent X hours chasing up the contractor and bill EON? Not too sure about that either.

Personally, I would just accept companies lie to their customers, and move on.