Warm Front - Lets Make Them Accountable

SQUEAKI1984

This will be the second time applying for warmfront (as it only goes on house not name) and i hope we will not go through the drama that happened at my last home.At the first house we had no heating whatsoever and was told it could all be done for just £7 over the grant limit. we were thrilled at the time. The guys came and fitted the combi,rads, piping etc in 2 days (bringing their big smelly dog with them!) and left no mess at all. Then the problems started, i was running a bath one day and my hubby turned off the tap and i realised i could still hear the boiler running. Went downstairs to see if we'd left the heating on also by mistake, as i got to the bottom of the stairs into the sitting room the carpet was soaked! went on to the hallway and kitchen (where the combi is placed) and it was all UNDER 2inches of water,not cold water but HOT WATER! It was still pouring out of a pipe behind the washing machine, Rang warmfront who contacted the company who contracted the job out to another company who came and said there was a faulty valve, he said he'd replaced it and went off while we mopped up and pulled up the carpets and dumped them in the garden. running another bath 2 days later and it happens again, can't believe our luck. had enough tell company we're taking them to court if they don't pay for the damages. i had to pay £1,200 on my home insurance to replace carpets,tiles and laminate flooring on the ground floor of my old house, and they sent us a snotty letter claiming that it was our fault the valve broke and our downstairs flooring was in a terrible state anyway. so we got absolutely nowhere with them or warmfront, wjo would only 'log' our complaint. this time isn't going any smoother either applied in Nov 08 had assessor round. No probs he said.just combi bioler in. Had installer come round , who decided that my original boilers were dangerous and preceded to shut them down,plastering warning notices on them and then continued to tell me that the whole system wants ripping out and renewing at extra cost with only 5 radiators (i needed 8). i told him to stick it and complained again to warmfront. asked for another installer and i have been referred to EAGAHEATING . i hope they do a better job than the bloke from scunny. Keep you posted!

spider125

can I just say we have had our system for over 15 months and are i suppose lucky, we are happy with the heating and boiler and have had 1 service already, when it was installed the work was done quickly and the lads were very clean and tidy, supplied with endless brews and bickies very polite the follow up we received was also very good, after readin these posts i just wanted to give my view point perhaphs there are others out there or is it just in my area ( they came from Rhyll ??)

ElliotReid

We are very grateful for our heating! After 11 years with only cool/warmish water in the summer and ages spent clicking the boiler to make the ignition work towards the latter end of those 11 years - we're very grateful. Especially after 2 winters with no heating whatsoever other than blankets because our gas fire was condemed and we couldn't afford to get the heating done/boiler changed before without the help given.


However...

Questionable builders who came and went when they wanted, smoked in our house upstairs when we asked them to smoke outside. And they kept winding up/exciting my dog and enjoyed having him barking at them. [ ]
A 2/3 day job taking best part of 3 weeks to do it... leaving water leaks from badly re-plumbed in boilers.
Called back several times to do jobs - like plaster the holes they ahd left behind in the walls.
Moving the boiler about 2/3 inches to the side and bricking up where the old one had been instead of fitting the new one in it's place, meaning our fridge/freezer couldn't go back to where it was and it's still now where our dining table used to be.
Using a new (and reasonably expensive) pan to catch the drips instead of asking for a bucket - or using the old marge tub we'd left under the leak in the first place.
Not cementing the pipes in outside so we ended up with our carbon monoxide alarm going barmy 8pm on a Friday night and had to get the gas board out.
Fixing the vent so when our middle room window is open - the window actually knocks against the vent and all the steam comes back in.
Waterleak from one of the radiators right through the ceiling and downstairs to drip by the electrics.
Putting the thermostat on the landing where the radiator without a valve to turn down is - and where it's nice and toasty cos the heat rises...


... It's not been without it's ups and downs.

plumber2009

Hi all, I have been reading through peoples comments.

I work as an install engineer for ("A Company") for the warmfront scheme and I feel I need to explain the situation.

I have known many satisfied customers as well as those not satisfied.

Firstly it gives me no greater pleasure leaving a job knowing how satified a customer is with there new heating system, Expecially the elderly and those who have never had central heating. However there are many reasons why others are feeling a very diffrent story.

The problems are caused by a number of factors which I will list below.

1.Most engineers are required to work on there own with no support and are not given adequate time to do the job. E.G 1 Person to install full system in 2 days. This is why engineers never turn up on time.

2.Due to shortages in engineers, those who carry out poor work slip throgh the net and give the rest of us a bad name. It is hard for my company to get rid of poor engineers who obay the rules. This is why poor work can be carried out. (luck of the draw.)

3.Survayors fob off customers with lies and we "the engineer" get the brunt of the complaints.

4.Constant breakdown calls due to having to install ideal boilers. NOTE. You can request a diffrent boiler but will pay excess to cover extra cost. (worth it!)

5.Remedial work. This is where the engineer is required to call back to a job to rectify any faults. Engineers never get time to call back due to overload of work.

Things you can do to help.

A.You can help get a better experience by requesting 2 engineers to do the job.(speed up job time and make our work easier an less of a struggle)

B.Please be patient when waiting to get the work carried out as there is huge demand. The average wait is 6 months.

C.Get the survayer to give you a list of all works to be carried out and verify with the engineer on the day of install. Also verify any excess costs and if you feel they are to high give warmfront a call. Excess costs normally do not exceed 3-4 hundred at most however some jobs require substantally more work and so cost more. Please bear in mind that the excess is a lot cheaper than paying the full costs and I say this because there are some people out there who are very ungreatfull and as i was once self emplyed i know what the average cost should be. If your unsure you can always get quotes from some independent local installers
to compare. NOTE all parts we install are those recomended by goverment and therfore must use.

D.If you'r not happy about something, please tell the engineer as soon as possible so he can rectify the issue.
Finally, Be positive or you set yourself up for disapointment. This is a great scheme and has helped a lot of people out of fuel poverty. We should thank wormfront and all those envolved for that.

Booth1946

Hi plumber 2009

I have had numerous telephone calls since July 2008 to Warm Front, the Surveying Company, the subcontracted Company and their subcontracted Company that I have felt like giving in.

However could you clarify:
A. How do you get Warm Front to agree to a different Boiler to Ideal Standard?
I have been told that the Warm Front 'Boss' of my area (Ringwood) will only approve Ideal Standard and categorically says you can't have any other Boiler

B. How long you have between being O.K.d for a Boiler Grant and it's Installation?

plumber2009

A. How do you get Warm Front to agree to a different Boiler to Ideal Standard?
I have been told that the Warm Front 'Boss' of my area (Ringwood) will only approve Ideal Standard and categorically says you can't have any other Boiler

A. Thats a load of rubbish, You can request a diffrent boiler as I fit worchester and baxi boilers aswell as ideal boilers. The only thing is you would have to pay extra (an excess).It is worth paying the extra. Just give them some stick and they will do it. They may be saying that you can't have it due the size of your current gas supply at the boiler if you have one.

I would recomend worchester as they are the best on the market.

B. How long you have between being O.K.d for a Boiler Grant and it's Installation?

B. It will usualy be around 3mths from being o.k.d however it can be a lot sooner depending on how many engineers are working in your area. It will normally be on a weekend with 2 engineers if it happens quickly as some engineers work weekends when possible to get extra money.


Please let me know if you have any problems and good luck. I will respond as and when I check online.

Booth1946

Hi Plumber2009,

A brief synopsis of the history of my dealings with Warm Front.

My first survey done through the Installer ‘Wessex Heating & Plumbing’ I asked the surveyor for a Worcester Boiler and the quote came back to have an Ideal Standard. When I telephoned Warm Front and requested an alternative Boiler my job was mysteriously cancelled.

Warm Front arranged for another survey through the same Installer who assured me he would recommend a Worcester Boiler and quoted the model number. The quote came back for an Ideal Standard.

I exchanged many phone calls with Warm Front who all told me I could have an alternative Boiler. But when I spoke to ‘Wessex Heating & Plumbing’ they told me ‘Off the Record’ the Warm Front Installer Co-Ordinator would not sanction any other make of Boiler than Ideal Standard.

After my mail to you I telephoned ‘Wessex Heating & Plumbing’ who have been out of the Office for the last week and have not returned my calls but the Receptionist told me I am not on their System. I then rung Warm Front who told me the Job was cancelled by me!!! (Surprise) But she would get another Installer to come out and I could request another Boiler with them. After a brief call to her Manager she told me that Warm Fronts Installer Co-Ordinator for my area would not allow another Survey because all Installers in my Area would tell me I can only have an Ideal Standard Boiler. Case Closed.

Any Suggestions as it seems unfair that people in my area HAVE to have Ideal Standard Boilers but in other areas they do have a choice even though they have to contribute. I asked for the name of this Installer Co-Ordinator but neither he nor her would give it and he doesn’t talk to customers.

plumber2009

hi booth

I would continue by putting a final complaint to warmfront and explain to them that you have been told you can have a diffrent boiler and if you don't you will have no choice but to complain to your MP. "This tacktic normally works". You could also "SAY" that a friend had a diffrent boiler when they had work done.

I would also like to mention to you that a lot of the independent installers have now been merged into a single company called EAGA Heat. You could try giving them a call also.(they have a website)

As an installer I have come to find that it takes a lot of effort to get a diffrent boiler standard to ideal, but with persistence they will fit a diffrent boiler for you.(various conversations with other customers)

Please let me know how you get on. I may be able to help further if the above tactics dont work.

BLUMINFREZZIN

I been reading all of the posts , and yes i am right in the middle of the same situation, i even have the inspector of warmfront on my side but still have not got very far yet!!!
the installers ENTERPRISE installed my gas pipes illegally and also dangerously hammered holes in my walls (even when they had drills ) stole my water storage tank , left pipes hanging in mid air and fitted a flue in the loft which was not supported properly , if it had fell i did not know it meant the carbon minoxcide would have killed us all as the boiler was not fitted in the garage where the original boiler was it had to be fitted in the airing cupboard or they would not fit it !
well i have had enough i am gonna take these clowns to court , if we can get a warmfront grant we can also get legal aid !
if this is the only way i can get them to realise we are educated people who get these grants and no just something they walked in on the bootom of their shoe ,
here is a number for all those who have stuggled to get passed the call centre , a manager's number from warmfront in the complaints department who the companies have to listen to.

steven smith
0191 247 3800 ext 2339.

good luck

Booth1946

plumber2009 wrote: »

hi booth

I would continue by putting a final complaint to warmfront and explain to them that you have been told you can have a diffrent boiler and if you don't you will have no choice but to complain to your MP. "This tacktic normally works". You could also "SAY" that a friend had a diffrent boiler when they had work done.

I would also like to mention to you that a lot of the independent installers have now been merged into a single company called EAGA Heat. You could try giving them a call also.(they have a website)

As an installer I have come to find that it takes a lot of effort to get a diffrent boiler standard to ideal, but with persistence they will fit a diffrent boiler for you.(various conversations with other customers)

Please let me know how you get on. I may be able to help further if the above tactics dont work.

Hi Plumber2009,

It has been awhile since you replied but I have been fobbed off and fobbed off by WARM FRONT and ‘Wessex Heating & Plumbing’ you know the usual: In a Meeting, On holiday, Engaged on the phone. But the latest is:

Although ‘Wessex Heating & Plumbing’ will not talk to me anymore and would not give me the name of the Warm Front Installer Co-Ordinator for my area they had in a previous conversation given me the name of the Company they sub-contract to install the Boiler and that was 'Swaffield & Coombs'.
So I gave them a ring and asked them if they had installed an alternative Boiler to Ideal and they confirmed they had.
Then out of the blue I had a Telephone call from the Warm Front Customer Complaints Manager, Danielle Wills who informed me that Wessex Heating & Plumbing had got in touch with her and she was ringing to tell me under no circumstances do they install any other Boiler than an Ideal Standard. I told her that I had been told to the contrary but she replied it was only in exceptional situations where it was impossible to fit an Ideal Boiler. I did happen to tell her that I knew this was untrue and that I was going to write to my MP and to the Government body but she had nothing further to say.
Oh she did eventually tell me that the name of the Installer Co-Ordinator for my area (the one that doesn’t talk to Customers) was Lee Andrews …… after having asked a dozen assorted people who all strangely told me his name was confidential !!!!

I do hope you can give me another path to go down.

Best Wishes Ann