British Gas Homecare

[Scot22]

An elderly relative pays monthly for British Gas to maintain her boiler. Five appointments have been made. First time didn't have necessary part. Second time no show. Third time different engineer didn't have part. Fourth time no show.
Have British Gas failed to fulfil their part of the contract ?
Would she be entitled to engage a local Gas safe engineer to do the job and claim costs from BG ? Would that be expensive ?

[echat11]

Scott a Formal Letter of Complaint to the CEO of British Gas. Email it to him. If not happy with response, then the Services Ombudsman.

[Scot22]

Thanks. Just not happy with having BG doing the job. Lost any confidence in them.
Just have to accept loss getting a decent engineer to do the job.

[echat11]

Thanks. Just not happy with having BG doing the job. Lost any confidence in them.
Just have to accept loss getting a decent engineer to do the job.

They are taking advantage, because it's an 'elderly person'. They should get compensated by British Gas. They have certain stands they have to meet, five calls is crazy.

[Scot22]

Thanks echat11. It's quite Orwellian. Staff just say whatever they want. Two promised phone calls yesterday never happened.
I will make formal complaint on principle but not going to have any stress.
What happens seems to be beyond my control.
What is in my control is having contract cancelled and finding local engineer.

[ostell]

Local engineer will probably be significantly cheaper than BG

[echat11]

Local engineer will probably be significantly cheaper than BG

The thing is Scott's relative has a Homecare Plan, the whole purpose of the plan is that the relative contacts British Gas, they come out and fix the issue.

This isn't a Robert the Bruce scenario where they 'try, try and try again' but then still don't fix it.

There Homecare Plan's don't come cheap.

[des8]

When complaining, tell them they have 14 days in which to pay your replacement engineer's fees or else you will initiate a county court claim under your rights as set out in consumer Rights act 2015 especially Chapter 4 sec 48 & 52

[Scot22]

Many thanks for these very informative additional posts. The more I read about BG the more negative comments I'm reading.