Warm Front - Lets Make Them Accountable

tiamaria

I agree with most of what you say Steve. 6 years ago we weren't aware of any possible problems with this scheme, mum couldn't afford a new boiler as she's not long moved into this property and it seemed like a godsend. We "assumed" that the fitters would be competent and do a half decent job, it's what you'd expect surely? If we knew the pipes would be internal I would have advised her not to go ahead, I can't imagine anyone would want this in their home, no matter what age.

We had the sob story from the fitter when we initially complained, I do realise they are expected to do so many jobs in so little time and are being pressured. Nevertheless I have never applied for any job I knew I couldn't do and neither should they. I agree Warmfront are also to blame for picking the cheapest quote regardless of whether they can do the job or not.

Tomorrow mum is having a new boiler put in, we found the money somehow as it's essential for someone elderly - so the present one lasted about 6 years, minus the cost of the many repairs and the extensive damage to the house, it's not been financially worthwhile, in fact it's left her out of pocket. This totally defeats the object of the scheme in the first place, it was intended to make life easier!

LisaLou1982

Speaking from the other side, i currently work for Eaga, although no longer on the warmfront scheme.

Agree with a lot of what Steve has said, although bear in mind that all customers should be given a brochure at survey stage which clearly outlines the process of what will happen, especially regarding the wall mounted pipes. However, i could probably count on one hand the amount of people that bother to read it. Theyre happy enough to complain afterwards though

Laz123

gasmansteve wrote: »

when i was self employed i would allow 2 days to do a boiler swap, first day to remove old boiler and refit new and get it running, second day to make good any holes etc from old boiler and to powerflush the system. i would charge between 800 and 1000 for this (this is a standard charge amoungst decent gas engineers)

£500 per day. Nice work if you can get it. That's more than the PM earns.

tiamaria

LisaLou1982 wrote: »

Speaking from the other side, i currently work for Eaga, although no longer on the warmfront scheme.

Agree with a lot of what Steve has said, although bear in mind that all customers should be given a brochure at survey stage which clearly outlines the process of what will happen, especially regarding the wall mounted pipes. However, i could probably count on one hand the amount of people that bother to read it. Theyre happy enough to complain afterwards though

I don't remember her having any kind of literature given to her beforehand (maybe there is now, this was 2004), all she has is the boiler manual.

In any case, these are elderly people, many wouldn't have either the eyesight or the understanding to read all the small print. Any important information should be given verbally.

BSW_Bungling_Idiots

thehaughtyculturalist wrote: »

I'd like to hear from anyone who's had trouble with 'Warm Front' themselves, or one of their contractors (heating installers or gas supply installers).

I had my grant approved in October 2006 and I'm still waiting. I have had no end of trouble with Warm Front and have finally given up, I wish I'd never bothered, and although I know of happy satisfied customers, I know I am not alone in my despair.

I have found them unhelpful and unaccountable, at no point have they ever held their hands up and taken any responsibility for delays and mess ups.

By 31st August 2007 there was still no sign of a gas supply, I phoned and they said "oh, one's just been ordered today"...yeah right! I asked how long it would take to get it installed and they didn't know as they were using a new supplier.

Eventually I got an appointment for the end of October (12 months so far). they came, did half the job, and went...saying they'd be back in 2 weeks. Six weeks went by, I rang Warm Front and they said 'someone from SGN will call to make an appointment'. I said that wasn't good enough and I wanted the job finished as I couldn't get heating until I has gas. SGN said they could come back on 9th January 2008! I explained that I found that unacceptable as it was not a new job but and existing job that was incomplete. They were meant to do the job in a day, they didn't, so they should prioritise finishing it.

I contacted the ombudsman via their website and suddenly I had a cancellation in December - by this time too late to get heating before Christmas. This was followed by 18 minutes of groveling from one of the managers at SGN.

I called Iguana for an appointment and was told 'we are not giving out appointments until January'. I explained I'd been waiting for 14 months, and that we are cold, its effecting my health, and we have no heating other than a rayburn that hasn't been serviced in over 13 yrs and costs too much to run anyway. I was given an appointment for the 14th January (Monday just gone). I thought 'better late than never'.

The gas supply was finally completed mid December. I called a gas supplier and got a meter fitted in record time, I thought things were looking up.

I called Iguana on Friday to check they were ok to do the job if the landlords electricians were here and they said yes no problem.

Monday came, no Iguana. I called Warmfront and they said they'd had to cancel as 'the parts had expired'. I was beside myself. It seems they have to reorder the parts (its not like they didn't know they needed them months in advance) then someone will call to make another appointment. I said I don't want Iguana in the house as they had let me down so badly and it was unacceptable behavior, and was informed if I chose to do that then I'd go to the back of a 6 month queue.

I was very upset, and then I rang my MP to see if there is anything he can do. His secretary was very understanding and concerned but I have heard nothing yet.

Now I have given up. I'm not prepared to be treated like apiece of dirt just because I happen to be in a personal situation that makes me eligible for a grant. And neither should anyone else!

My dad, who is retired and disabled, was canceled on by BlueFlag three times (he lives in Lancashire - I'm in East Sussex). It seems this is how it is.

What I'd like to see is a change in legislation to make Warm Front and the contractors accountable. They should
1. give a breakdown of what the grant is being spent on, particularly when they are asking tenants/homeowners to contribute above and beyond the grant. I was asked for an extra £680 but have no idea how much of the £2,700 was spent on what and so no idea why they need an extra £680 or what for
2. be accountable at all stages
3. be penalised by the government for missing deadline's / letting people down at short notice (particularly on the day of fitting)
4. pay compensation to customers who have been canceled on and messed around (taken time off work, lifted carpets etc)

I'll be writing a long letter to my MP about what happened to me and to my father, but I'd like to hear other peoples stories too to build a strong case for change either anonymously or otherwise. I also urge anyone who has had similar difficulites to write to their own MP, and to complain in writing to Warm Front and the contractors involved. Its a great scheme in theory but in the process its causing a lot of people a lot of extras stress, anxiety and misery.[/Q


[B]LISTEN TO THIS ONE FOLKS [/B]
Hi , totally agree with above. I have my own warmfront/ contractor nightmare story as a consequence of BSW building services "fitting" a new boiler and couple of radiators. Bear with me... ...Some months ago, BSW cancelled my first install date due to manpower probs.Then the surveyor came and talked bullls..t , made errors, forgot to order some parts , ordered wrong size other parts ( took BSW 3 attempts before they got right size rad for lounge) .

Office girl assured me I WOULD receive a phone call when parts were to be delivered- I got no call / warning - they were lucky to catch me in.Eventually a second date was set and this "nipper" , a cocky lad- " engineer "arrived with his lad at 8.15 ... walking dog sh.t all down my porch and hall carpet ! Great start - NOT ! This "engr" came without parts and tools . He had to go out locally for simple basic bits ( should carry in van). So For a further three hours he spent more time out of the house , and on his phone -than working. Then at 1245 , I was told he was leaving . I asked why and he said his office dragged him away. I now had no boiler, no heating and no hot water, a large hole in my wall and several loose bricks where he had BUTCHERED the wall trying to get the flue out - which he couldn't- I could, but he couldn't !-He even took one of my tools home with him , took me a week to get it back- after threats to report him. And this is supposed to be a TWO DAY job ! I phoned his manager and complained ,BUT GOT NO JOY. THREE DAYS WENT BY- and nothing , no contact ,no work - AND NO HEAT OR HOT WATER .

I then phoned the Managing Director of BSW and aired my total disgust at being ABANDONED with now NO BOILER.The following week another guy arrived to brick up their hole. Then another 3 engrs came, but wall was still damp, so couldn't hang boiler . Despite three of them they managed to fail to fit all the valves to radiators, left some valves loose! Got another guy to do that a day or so later. Its now a week and half into a 2day job. Electrician came to wire up ,and as he is leaving - tells me "not to use the immersion too much as the electrics are IFFY ", ( Dangerous !!!) So that is supposed to re-assure me.- definately NOT??? I believe that was ILLEGAL !

Then to make matters worse at the end of the second week ,I have a CHAIRMAN ring me up at 7pm and starts shouting down the phone at me , " how dare I complain about his company - never a complaint in 41 years ,he said " - yeh really. I told him to stop bothering me and I hung up. He immediatelly phoned me back with worse verbal abuse/harrasment- shouting out of control . So I contacted the POLICE to speak to him- they did . He was warned not to have any direct contact with me - but he ignored that !

Then after two weeks , they eventually finished??? . Were supposed to fit a new header tank , but made excuses and scarpered off. Thank god they are out of my life ,I thought. Never had such disgraceful, stressfull abusive incompetence in my life- from several people within just one company !! Never before .But then.... exactly one hour after the engineer leaves, a knock at the door from SGN ( Gas leak people ) saying to me that I HAD reported an unstoppable GAS LEAK . So I said - I most definately have not, and I have never had a gas leak - EVER. I looked at his laptop screen details and surprise surprise - It was BSW phone number. They had made out it was me that contacted them - not true .SGN and I believe it was a maliscious attempt to cause me distress by hoping they/SGN would disconnect me ,after I dared complain so much. SGN checked supply & left as no leak to fix.That took the biscuit. Between the incompetent install,MD ignoring my comms , failures of surveyor & office staff ,abuse from chairman and maliscious/fictiscous gas leak - I had enough. I lodged a formal complaint with the POLICE & eaga who oversee complaints , and I have written to many other bodies and left bad reviews like this.How do they get away with it .

And finally , now after weeks of having no boiler -as constant requirement to bleed system - every time its run !!!!BSW have ignored my mails and letters & the comments from eaga and the report from the warmsure inspector, who also had to vent system again . Not until two days ago that I threatened LEGAL ACTION, did they get off their idle backsides and arrange a date to put right - Today... but their MD has just (15mins) ago phoned me up and said they cant make it !! Not a total surprise .

So after months of stress & grief , no working boiler - and its minus 2 out there at the moment . BSW ,YOU STINK , YOU ARE A TOTALL BUNCH OF COWBOYS- TOTAL AMATEURS ! The justifyable bad reviews and letters of complaint will be ongoing - BE ASSURED ! and enjoy !

palman

i have been stung also and 5 weeks later and i am still sat here with leaking radiator valves and leaking condensation pipe on boiler

any other firm i'd be at he small claims court wanting money back, there must be a way to get money back from these guys. Anyone know how? this is a ridiculous service and as mentioned before well expensive for what you get.

of course in the chain from warm front to warm sure to orion, i am at the lower ladder, no one at warmsure will give me orions phone number.

dkitch

I am posting on behalf of my Mother and Father who are not the richest of pensioners who need Hot Water and Heating to survive the winters.

Once more they have found themselves without Hot Water and Heating thanks to Warmfront.

We had an "Ideal Icos HE15" boiler fitted in 2007 which was a help at the time, as they couldnt afford a top quality Heating and Water System.

Roughly 1 month after the 2 year warranty ran out in 2009 the boiler began breaking down. We were left without Water and Heating for the winter of 2009 as Warmfront told us they "were unable to send an engineer until the 2nd week of January"

In March 2010 the boiler broke down again after only being "fixed in January". Since March 2010 until present day 27/12/10, Warmfront have had to send out engineers 3 times. Each time costing my parents £240.

We looked into getting insurance cover, but the system we have in place from Warmfront is so unreliable, companies and engineers will not service.

We have just spoke to a Team Leader for Warmfont today 27/12/10 that told us "engineers left the boiler in working order each time" in order to get the system FIXED AGAIN !! we have to pay another £240 call-out.

My parents are elderly and disabled and need the Water and Heating system working in order to get through the cold weather, so we have paid once more.

I dont know how to get money back from Warmfront, but if anyone finds out please please post here !!!

Thank you

letty2

palman wrote: »

i have been stung also and 5 weeks later and i am still sat here with leaking radiator valves and leaking condensation pipe on boiler

any other firm i'd be at he small claims court wanting money back, there must be a way to get money back from these guys. Anyone know how? this is a ridiculous service and as mentioned before well expensive for what you get.

of course in the chain from warm front to warm sure to orion, i am at the lower ladder, no one at warmsure will give me orions phone number.

wot have a orion /warmsure done then???

letty2

letty2 wrote: »

wot have a orion /warmsure done then???

orion are only a labour only company :beer::rotfl:why do u need orions number for ,,abit strange why warmsure wont give u there number ,,if a person is abit aggressive over the phone then i dont blame them for not given it out,,,have u had a bad experience with orion ave you,,,

palman

they eventually did last thursday replaced for a 2nd time 8 lockshield valves, so now i finally have no leaks.

just a rad in hall that is too small and a bodge hole in the kitchen roof

the inspector came yesterday i am now waiting to see what is going to happen, not holding my breath.

I have had at least 4 of the guys who came here say, well its free you can;t really moan , or words to that nature

shessh