OVO and Corgi Homecare Plan - Legal Rights

russcolesmith

Good Morning, I need to know the timescale that OVO and Corgi Homecare Plan , can leave a customer without heating and Hot Water, I am currently in my 3rd week [November 23 without any heating , and Hot Water, and failed fixes [1 small oil heater for the whole house] , and no customer services, so at this present time, the earliest they can give me for part delivery is December 9, contract doesn't state a timescale, I am of a senior age also.

Timeline is below

November 23: Boiler failed

November 23: Called Corgi told to repressureize the Boiler [Myself] - Completed Worked

November 24: Failed Again 10pm - Called Corgi Engineer to visit November 26

November 26: Engineer visits need apparently 4 new parts asked Corgi/OVO to call me, to confirm parts ordered

November 27: No Call

November 28: No Call - I called 5 times for over an hour was told we will call November 29

November 29 - No Call so I called again - Parts not ordered or authorised for payment. makes a complaint asks for a customer service manager to call , no return call/

November 29 - Parts Ordered but Engineer not available until December 2

So at this point unable to wash or have any heating for a week.

December 1 - Called to confirm Friday's appointment still on I asked for time not given one, not even an all day appointment. Apparently I have had a call on a number that doesn't exist anymore 2 numbers are available though, still no customer service call.

December 2 - Takes a day off for the appointment - Waits in called at 10:31

December 2 - Call from Corgi at 10:31 [RINGS TWICE THEN IS PUT DOWN]

December 2 10:32 - Calls Corgi speaks to Sue [very nice lady] , Im returning [AGAIN there call].

December 2 - 1:45 pm Called soke the lady I previously spoke to, advised she would contact Customer Services 40 minutes call

December - 2:15 Custmomer Services call whilst Im still on the call, and Im replied with a message that I cant call the number thats been left , ridiculous on bot counts

December 2 - Ask for Call back at 3:15 NO CALL COMES

December 2 16:30 hrs - Calls back wait 40 minutes again - , and the Customer Service team , have gone home for the weekend

December 3 - No Call

December 4 - no call

December 5 - No Call 10:30 am

macman

None of these contracts specify a maximum timescale for attending or fixing a fault, which is why they are such a waste of money. Much better to cancel your service contract and self-insure.
Use a local independent Gas Safe RGI and they will probably have you up and running in a few days, unless there is a specific issue with obtaining parts for your boiler.
Are you on the Priority Services Register?
Your service contract is with Corgi, so not sure what OVO have to do with this, even if you purchased via an OVO referral? This is a boiler issue, not a gas supply issue?