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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect boiler repairs to be made sooner than this?

38 replies

merrychristmasyafilthyanimal · 21/01/2015 14:14

Sorry, it's a bit of a boring subject! We have been letting a house for the past two years. When our boiler broke down previously we called the letting agency and it was repaired within 48 hours. Our boiler went again earlier this year and we called the agent, they told us that the LL now has boiler cover so they gave us the details and told us to contact them with any future problems. It took them a week to get a repairman out to us and it took a couple of days to get the parts in. That was not so bad as it was a bit warmer back then. Our boiler broke down again last night and I have been told that they cannot send anyone out until next week, it's bloody freezing in this house, I really don't think I can stand it for another week. AIBU to think this is unacceptable, prior to the LL getting this cover, the estate agents arranged repairs so quickly, I feel like we are dealing with this cold just to save the LL a bit of money Sad

OP posts:
WipsGlitter · 21/01/2015 14:17

it is very hard. As a landlord I would love to be able to wave a magic wand and have everything repaired asap.

In reality I am dependent on people turning up when I ask them to. I arranged to get the boiler in the house I rent out looked at. Kept getting messed about over the time they would be there, then they needed to get parts, then they texted to say it would be a week before they could fix it (having previously said two days), so I ditched them and got someone else to so it.

They should try and get someone out to at least look at it in the meantime though. And reimburse you for heaters and extra electric.

MrsPeterQuill · 21/01/2015 14:22

I can only speak from experience but when we first had our boiler installed and it was under warranty they came the next day.

We then purchased boiler cover and when it broke (it was a shite boiler) it took them about five days to come out. I suppose that this is their busiest time of the year, although that's not helpful to you.

Noniks3 · 21/01/2015 15:21

It is a busy time of year & calls should be prioritised to whether you have any back up - ie gas/electric fire, immersion for hot water etc. Also who is in the property - young children or elderly people.

That being said I would expect a total failure to be attend to with 72hrs at the very maximum - more like 48hrs.

Are there terms in your contract about lack of heating you could use?

HelenaDove · 21/01/2015 17:42

Not another one. Ive seen several cases online in the last 3 weeks. One tenant was left without heating and hot water for 7 weeks and when they did try to fix it they left her with a leak in the bedroom which saturated the carpet and when she reported it as an emergency leak left her waiting for 8 hours.

Original poster
merrychristmasyafilthyanimal · 22/01/2015 08:39

Thanks for the replies, sorry to post and run, I did write a reply yesterday but my crappy mobile obviously didn't post it!

I have told them that we have no back up and that we have a 15 month old in the house. We did attempt to run an electric heater but DS kept trying to touch it, we don't have a guard or anywhere we can put it out of the way. The contract is very vague about heating, it just says it the landlord must fix it in a reasonable amount of time.

Just to rub salt in the wound both me and DS have woken up with stomach bugs this morning so we can't try and keep out of the house.

It's so frustrating as we do have the funds to get it fixed ourselves given the circumstances but under our contract we are not allowed to do this (not that we should have to anyway!)

OP posts:
Original poster
merrychristmasyafilthyanimal · 22/01/2015 08:40

Helena that is awful! I had similar when I was a student. I know of course there are may good landlords out there but some really do take the piss!

OP posts:
hestialou · 22/01/2015 08:43

That's a pain, who is the cover with? I am with British gas for boiler cover and because it is priority ie no heating and no hot water, they are sending someone today, unfortunately it has to be in work time though, they don't do evenings.

velvetspoon · 22/01/2015 08:48

I think repairs should be effected within 24 hours, 48 max.

Some of the issue seems to be landlords who have regular repair men working for them who just cobble together repeated small repairs rather than investing in doing the job right first time.

My bf rents, his boiler has broken down three times in the last year, plumber has done just enough work to get it going each tome but not to fix the problem. This time his heating went over a week ago (it comes and goes, but the house doesn't ever get above 12-13 degrees because it keeps cutting out, and there's no hit water, it's warm but not hot). He's still waiting for the plumber to agree a time to come round, more than a week after he called, let alone actually fix it. Can't contact landlord as he's based overseas.

It's a joke.

Original poster
merrychristmasyafilthyanimal · 22/01/2015 09:29

The cover is HES, I think it's part of Eon, they are absolutely rubbish. It's disgusting how long some tenants are left without heating, it's absolutely miserable being in a freezing house.

OP posts:
WipsGlitter · 22/01/2015 20:22

24 hours fat chance. Getting someone to call, assess the problem and agree a time to come back and fix it will take way longer!

egnahc · 22/01/2015 20:24

4 plumbers/heating vans including British Gas on my road of 70 houses this morning. I guess it is the time that heating breaks down- supply and demand.

HelenaDove · 22/01/2015 21:16

velvet spoon some of it is HAs putting contracts out to the cheapest possible tender.

HelenaDove · 22/01/2015 21:24

If you rent from a housing association you HAVE to put up with the plumbing and heating engineers THEY choose.
And they often go for the cheapest possible tender.
One plumbing and heating company has left a tenant with no heating and hot water for 7 WEEKS.
And when they did fix it they flooded a room and ruined the carpet. She had NINE different engineers from said company come out in those 7 weeks. This is the same company who are doing the gas safety checks, We cant refuse to have them in our homes because then we get accused of breaching the tenancy agreement just because we dont want them bodging a gas safety check or another heating job. There have been several no shows from these "engineers" one tenant had EIGHT no shows in a row from them. You cant change an appoitment time because they never answer their phone or read their e mails. They are utter cowboys and i dread the gas safety appointment letter after what they did to another tenant

worserevived · 22/01/2015 21:32

My boiler broke down recently and after ringing round every heating engineer in the area 10 days was the soonest I could get an engineer to come out. I am an owner occupier. It is a busy time of year, this isn't your LL's fault, and you'd be in the same position if you owned the property yourself.

MissWimpyDimple · 22/01/2015 21:37

Lettings agents have their hands tied on this stuff. If the landlord has alternative cover there is no choice but to use it.

Even if they don't, it's not like Lettings agents can just go ahead and authorise much maintenance.

Have you been told when they are coming? Are you allowed to talk to the repair people direct?

HelenaDove · 22/01/2015 21:42

worse revived if you chose a plumber/heating engineer who bodged the job ,and flooded you out would you then have the same plumber back again or choose someone else.
Because HA residents have to do the former .....THERES your difference!

Quangle · 22/01/2015 21:44

I think 24 hours is highly unlikely whether you are a tenant or an owner. You have to get the right trades, available on the right day, arrange access and parts. My tenants have told me today they have no hot water and I managed to get a plumber there this evening to look at the boiler and assess but he may not be able to get back there to actually fix it till Sunday. I think that's as fast as I can expect.

velvetspoon · 22/01/2015 21:54

Possibly I've been lucky but I've never had any problem getting someone out that day or next day to fix a boiler. Decent plumbers should either carry parts or have same day access to them.

Helen, the HA situation you've described is fucking awful. I grew up in a HA property and it was nothing like that, quite the opposite. We felt really lucky to have such a well maintained home. Now I suspect those tenants may well be in a similar position. Sad how things have changed completely in 20 years Sad

HelenaDove · 22/01/2015 21:58

Quangle i think thats pretty fucking fantastic actually.

Unidentifieditem · 22/01/2015 22:06

I'd call the agent and say you want call out sorted in 48 hours or you will move to a hotel and deduct from next rent payment as house is uninhabitable in this temperature. The cover is not your problem.
Put the ball in their court and hassle them lots

holidaysarenice · 22/01/2015 23:21

As long as your landlord is realistic and fair you need to suck it up. An owner wouldn't be any quicker.

It's waiting for parts and that's what would happen to anyone. If they have offered electric heaters etc that is reasonable. It's up to you to keep your dc from it.

I would say 24 hours to assess, an a few more days to fix is fair enough.

worserevived · 25/01/2015 21:31

Helena some horror stories, I do have sympathy, but please don't lecture me. Owner occupiers do of course have the option of choosing someone else, because they are paying for the service themselves. I've been a tenant myself, now an owner, so have experienced both sides of it.

Oh, and as an aside our plumber has flooded us twice, and we still have him back Grin. Long story.

Viviennemary · 25/01/2015 21:35

It's really annoying for you. But I don't think having to wait a week is exceptional at this busy time of year. Ask them to provide a fire or plug in radiator. But you should be entitled to some reduction in rent if the house is so cold you can't live in it.

HelenaDove · 25/01/2015 22:10

Yes revived but it is still YOUR choice.

worserevived · 26/01/2015 21:44

Helena - Yes, which is the privilege you have if you pay YOURSELF Hmm.

It's swings and roundabouts. As a tenant you are insulated against unexpected big bills for breakdowns etc, as your rent is fixed. As an owner if something breaks it is a major headache, as not only is it your problem to get it fixed, you have to find the money all at once.

But this is way off the point, the OP is about not being able to get an engineer out on a timely basis, and my point was that at this time of year that is down to over demand, rather than the LL being cheap, as everyone is faced with the same delay.

Getting an insurance contract is a sensible thing to do, not a LL being cheap. I have one on my boiler. It usually means you can get someone out quicker, they will be know how to fix that particular make of boiler, and you can budget for repairs. That obviously hasn't happened in the OP's case.

Your HA however, sounds utterly shite, but lets not tar every LL with the same brush.