British Gas HomeCare customers are being left without heating or hot water for days after boiler breakdowns

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  • Some 3.4m Homecare customers pay British Gas to insure and service their boilers
  • However, being left without hot or hot water for several days
  • Others have said that their appointments are being rebooked at the last minute

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Families paying hundreds of pounds to British Gas for boiler cover are not getting hot or hot water for several days.

About 3.4 million homecare customers pay the energy giant to insure and service their boilers, some paying extra for plumbing and home electric cover.


But as winter approaches, Homecare customers are struggling to find a quick fix for broken boilers and find they can’t book service for weeks.

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Delay: British Gas Homecare customers struggling to get broken boilers fixed quickly

Appointments are also postponed or rescheduled with very little notice and some engineers do not come.

Ian Morris assumed an engineer would be with his mother Marion, 87, just hours after her boiler broke down last week.

The widow pays £38 a month for her homecare policy and has had boiler cover with British Gas for decades.

But when 59-year-old Ian called homecare, he was told no one would be able to visit his mother’s house in Little Witcombe, Gloucester, for four days.

Ian says: ‘I found it unbelievable that they couldn’t help an old woman who soon lived on her own.’

Customers also report that boiler services have been suspended due to ‘an unexpectedly large number of emergencies’.

Skye Curtis, 33, had to wait six days to get her boiler fixed.

The personal assistant, who lives in Sunbury-on-Thames, Surrey, says with her two young children: ‘I didn’t know we’d be without hot or hot water for so long.’

Martin James of Grievance Site Resolver says firms should make sure they have enough engineers to respond to emergencies at any time of year.

He adds: ‘It is irresponsible to leave people without critical services – especially those who may be vulnerable.’

British Gas insists there is no backlog and says it is busy this time of year as families are turning on heating for the first time.

It says it attends to 98.7 percent of emergencies within 24 hours and always ‘prioritizes weak calls’.

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