Why can’t British Gas fix my heating?

theguardian.com:

I am a widow of 71 living on my own and in poor health and have had no heating downstairs since early December. I have a British Gas HomeCare policy, but it seems incapable of fixing the problem. I have had two power flushes, a new radiator, new pump and a leak caused by a visiting technician. The last abortive visit left me in tears and my mental health is very frail.HF, Leeds

British Gas has made and kept appointments to resolve the problem, although with some long gaps. You had to wait two weeks for the first power flush after technicians were unable to get your living room radiator working, and nearly three weeks after that for the radiator to be replaced in January. What’s concerning is that, despite 10 visits, the company couldn’t rectify the fault.

It’s a remarkable coincidence that, the day after I contacted the press office, the problem was identified. A blocked pipe had prevented the system flowing. It was fixed the same day. British Gas tells me that it had to eliminate all possible causes, and had provided a fan heater to keep you going. It has offered you £250 as a goodwill payment for the delays.

It says: “Our engineers attended each time the customer called, as we were determined to get this fixed. We appreciate this has been difficult and we’ve been in touch to let her know we’re sorry.”

Email [email protected]. Include an address and phone number. Submission and publication are subject to our terms and conditions