Can Homeserve fail my boiler if its working fine

thetimesponsoredby

Hi,

I took out homeserve boiler cover a month ago and an engineer visited last week to do a boiler check and a service. Whilst he was at my flat he mentioned the boiler didn't have an inspection hatch so he couldn't check the flue bracket. He said I shouldn't worry and I could buy a hatch from a nationwide diy merchant if I wanted to. There was a loft hatch in the same room but he said he couldn't fit up there (it is quite small to be fair)!

I've just had a letter from homeserve to say they can't cover the boiler as it has a 'pre-existing problem that needs fixing'. They don't say what but I can only guess it's referring to the lack of an inspection hatch because there's nothing wrong with the boiler and it operates great.

The previous home owner had the boiler installed by a qualified plumber (they do my neighbours plumbing) and it's likely 6-8 years old.  Homeserve say I have 28 days to get the pre-existing problem fixed and I must supply a receipt for work otherwise they can't cover the boiler.  I would cancel altogether but the first engineer date they offered was already after the 14 day cooling off period, so that's no longer on the table.

Can Homeserve refuse to cover a boiler if it's working perfectly but doesn't have an inspction hatch in the ceiling?  I've not noticed many other houses with inspection hatches above the boiler and I'm a but confused?!  If an inspection hatch was required by code at installation, it's not the boiler that's at fault - it's a whole in the ceiling - so does Homeserve have the right not to cover the boiler if the 'issue' is the lack of a hole in the ceiling?

Not sure where I stand.

TadleyBaggie

If they don't want to cover your boiler for whatever reason, that is their choice. You have no right to make them.

CliveOfIndia

thetimesponsoredby said:

The previous home owner had the boiler installed by a qualified plumber (they do my neighbours plumbing) and it's likely 6-8 years old. 

To be honest, if you've got a properly qualified and GSR-registered plumber/heating engineer that you trust, then you're much better to self-insure.  Don't bother with the likes of these big companies - whatever you'd be paying them, stick an equivalent amount each month into a savings account.  This'll easily pay for an annual service, and odds-odd will cover pretty much any repairs that may be needed over the next 15 or 20 years.

Like any insurance, it's a bit of a gamble.  But in the majority of cases, you'll save yourself a whole heap of money in the long term by just putting a bit aside each month, use a trusted independent engineer for routine servicing, and get him/her to do any repairs as and when they may be necessary.

daveyjp

Cancel Homeserve anyway, from my experience (and many others online) they are a terrible company.

ThisIsWeird

thetimesponsoredby said:

Hi,

I took out homeserve boiler cover a month ago and an engineer visited last week to do a boiler check and a service. Whilst he was at my flat he mentioned the boiler didn't have an inspection hatch so he couldn't check the flue bracket. He said I shouldn't worry and I could buy a hatch from a nationwide diy merchant if I wanted to. There was a loft hatch in the same room but he said he couldn't fit up there (it is quite small to be fair)!

I've just had a letter from homeserve to say they can't cover the boiler as it has a 'pre-existing problem that needs fixing'. They don't say what but I can only guess it's referring to the lack of an inspection hatch because there's nothing wrong with the boiler and it operates great.

The previous home owner had the boiler installed by a qualified plumber (they do my neighbours plumbing) and it's likely 6-8 years old.  Homeserve say I have 28 days to get the pre-existing problem fixed and I must supply a receipt for work otherwise they can't cover the boiler.  I would cancel altogether but the first engineer date they offered was already after the 14 day cooling off period, so that's no longer on the table.

Can Homeserve refuse to cover a boiler if it's working perfectly but doesn't have an inspction hatch in the ceiling?  I've not noticed many other houses with inspection hatches above the boiler and I'm a but confused?!  If an inspection hatch was required by code at installation, it's not the boiler that's at fault - it's a whole in the ceiling - so does Homeserve have the right not to cover the boiler if the 'issue' is the lack of a hole in the ceiling?

Not sure where I stand.

What's the worst case scenario? They refuse/cancel the contract, but keep some initial money? If so, then a letter explaining that a GasSafe installing engineer was able to get up through that hatch in order to install and secure the flue, and if their engineers cannot, then that's a whoooole different issue, one for which you are not responsible. And you promise not to offer tea and cakes should they return. If they still intend to withhold some monies, then this is 'gonna go viral'...

If the current situation is that they simply cancel, at no cost to either party, then the answer is, "Yeah, whatevs, talk to the elbow." And cancel.

And then do as Clive suggests.

FreeBear

How big is this loft hatch ?

The hatch was big enough for a Gas Safe engineer to get through 6-8 years ago. So Home Serve either need to send a smaller engineer out (had a skinny little one service my boiler last week), or refund your premiums.

thetimesponsoredby

Thanks for the thoughts.  I've been in touch with Homeserve and asked them to better explain their grievance and they've come back again to say an inspection hatch is not installed and that the engineer said the boiler was making an odd noise on startup.  They said if I wanted to talk to them about fixing the faults I should call their repair team.

I replied explaining that the engineer did not tell me the boiler had failed its health check, and that he refused to go up the loft hatch and that he refused to clean the Magna-clean system because he had 'old hands' so couldn't open the screw-off lid without tools (a radiator key and rubber wrench) that he also didn't have.

The boiler doesn't make any strange noises either, it actually works great and is the best boiler I've owned to date.  I'm starting to feel like I've been fleeced by the chap who was in a hurry to leave as he was illegally parked (so he told us).

The loft hatch is quite small, but I've been up there 2 or 3 times and I'm over 6' and wouldn't call myself thin.  lol.  It measures approx 48 x 27cm so breathing in can be required!  No idea why they installed such a small hatch as it could have been bigger.  Bit of a mystery, but then lots of things in this quirky flat are!

I'll wait to see what Homeserve's reply to my latest email is.  Thanks again for the thoughts everyone.

youth_leader

I had to downsize here when my husband died, and a friend recommend I get Homeserve cover.  The vendor of this bungalow had a new boiler installed in 2019, I bought in 2021. 

It is in the kitchen, she had a joiner to build the cupboard around it.  

I rang Homeserve to set up the account and they also said I'd have to have a service. 

I made an appointment, the man came, walked into the kitchen and said he would not be able to service the boiler because of the cupboard. I said I'd already had it serviced by the local plumbing company who had installed it and I'd be happy to undo the two screws so he could access it -  he went off into a long spiel about health and safety. 

He was very patronising, spoke to me as though I was an idiot,  and I felt very irritated.   My late husband would have said he had a charisma bypass. 

I politely asked him to leave, phoned Homeserve, and cancelled the contract. I have a good relationship with a local plumbing firm and have asked them if they offer emergency cover on demand - they do.

thetimesponsoredby

That's helpful youth_leader, I'm sorry to hear of your experience and thanks for sharing.  That sounds sensible and I do wish I'd done the same as you and asked the engineer to leave.  Like you, my boiler's also in a custom cupboard that the previous home owners plumber made.  I removed it before the engineer arrived incase it stopped them working on it.  Ironically I now wish he had not worked on it so I could have complained and cancelled as I'm now left with a few hundred pound contract I can't utilise because Homeserve tell me I must get all the issues resolved, even though there are no issues but, so far, they won't communicate with me reasonably. I'll never use Homeserve again and will be using a local plumber for support as and when needed in future.

propertyrental

If Homeserve are saying they will cancel your contract, let them. But demand back any payment you have made and cancel any direct debits going forward.

Then do as advised above and rely on a recommended local independent and a personal interest-paying savings account.