Consumer Energy - Boiler Breakdown Rights

dodge08

Hi All,

I have a combi boiler that is serviced and covered by British Gas under their HomeCare service. This morning the boiler went to ERROR CODE EA with a flashing blue light and we lost all our hot water, and as the boiler had to be turned off, our heating.

Called up at 9am and used the automated line to report it, appointment 12pm - 6pm today. It even has a tracking page that tells you that your engineer is scheduled to attend.

By 4pm I was getting nervous and phoned them, and they confirmed that no one was coming.

The agent said that something went wrong their end, and that an engineer was not scheduled to attend. I have a 6 year old daughter, and myself several chronic health conditions (T1 Diabetes, OSA) and we face a day/night without hot water or heating. We can manage by going and buying some heaters tonight and getting over-familiar with the kettle until tomorrow.

Where do I stand legally with regards to compensation? I have incurred the following costs:

£60 call out for homecare
£20-£40 for a portable heater
I took a whole day off work for the call out and will have to take off tomorrow now too.

Or are their T&Cs so iron clad that it likely says you're not eligible for compensation as they're only human etc etc?

Any advice appreciated, thanks!!

born_again

All down to their T/C, but maybe look to get on the priority list.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6655956/consumer-energy-boiler-breakdown-rights

it is not about terms being iron clad, there is no default legal position of an entitlement to compensation for something like this. Their service windows are not guaranteed, nor is it guaranteed that they could fix the boiler even if they had attended.

In terms of the call out cost they will not charge you for the day they did not attend so no cost there and the portable heaters are your choice so no real cost there either. If you ask nicely they may reduce tomorrow's call out charge as a gesture of good will but there is no requirement to do so.

luci

Is there still a call out charge even though the boiler is covered by British Gas HomeCare? I would have expected the Home Care cover to include that, or have I missed something?

dodge08

https://forums.moneysavingexpert.com/discussion/comment/81890675#Comment_81890675

Yeah you still have to pay an excess for each visit unfortunately, you pay monthly and then you pay £60 excess, the benefit is that all parts and labour are included for that £60 (excluding a whole new boiler obviously)

luci

https://forums.moneysavingexpert.com/discussion/comment/81890712#Comment_81890712

Thanks. I know a couple of people who have had one with BG, and based on their experiences, I wouldn't let BG anywhere near my boiler or heating system. Other people may have had a good experience with them.

I've never had a service plan or paid for any sort of extended warranty. I prefer to self insure and have saved thousands over the years. The only time our boiler broke down was in the evening and the local heating engineer fixed it next day.

Scot_39

https://forums.moneysavingexpert.com/discussion/comment/81890675#Comment_81890675

They used to offer two levels of cover - one 100% cover - my parents had that - it cost £100s pa for boiler, radiators and the gas fire was extra cover - even a decade ago - one with a nominal call out fee per call out - the OPs £60 - for a reduced annual fee.

A bit like some car breakdown services.

gpman

https://forums.moneysavingexpert.com/discussion/comment/81890712#Comment_81890712

And that often seems the rub with this type of boiler cover.

Last year, my sister's neighbour told us how he has this type of cover and had called BG out because his boiler was playing up, expecting to pay £60 for the repair. BG told him the thermistor had failed, but because they were unable to get replacement parts anymore for this type of boiler, that he needed a new boiler. £2k+ Ker-ching!

Shocked after he told us about it, and aware that my sister still has the same boiler model as he had, (the original from when the houses were built about 7 years ago) we did a quick search online. Lots of places are still selling various replacement parts for this model of boiler and a new thermistor was easily available from various outlets for about £35 + postage typically. Original, brand new and sealed. My sister & I agreed it was probably best not to mention it to him.

I hope you get things sorted soon, and at not too much expense.

WiserMiser

Another good reason for steering well clear of British Gas !

luci

https://forums.moneysavingexpert.com/discussion/comment/81890950#Comment_81890950

That is exactly what happened to my neighbour. The fitter (I refuse to call them engineers) very kindly told her she would get £400 off a new boiler. That sounds like a steal, until you check and find the boiler is cheaper elsewhere.

Edit to add - they also took 3 days to come out, despite her having the full bifta package and a very poorly husband.

dodge08

Thanks everyone for your input.

They came back out this morning (at the end of the slot though, I was nervous) and they've fixed the issue thankfully.

I suppose I was as much interested in whether or not the conduct in this case constituted a breach of contract on their part, I'll send over an email complaint about the lack of communication (i.e. it still said they were coming until I called them).

Anyone got any suggestions for alternative services similar to HomeCare? Curious since there's a lot of unhappy BG customers here.