Heating provider refusing to provide hot water - its been weeks

[RobinHobb]

I'm posting in desperation, in case some of the wonderful and wise mumsnetters can help or advice me.

I own a flat in London (there is a leaseholder and management company for the block). They have appointed Switch2 as the heating network provider - this is communal, and I cannot change them or sack them.

There is no hot water as of 30th January. We have called Switch2 and begged them to fix it. They said it needs a new heating interface unit, and their scheduling team will be in touch to book it in. No one has called us, we have tried again and again to contact them. We escalated via complaints, and they had nothing new to say. I reported them to Ofgem last week who have given us a case reference number & nothing more.

What do I do? What can I do? We haven't been able to take showers because every time we try to turn the shower on there is not enough water to come out of the shower head and only a trickle comes out of the tap. There is no water at all for an extended period of time after you flush the toilet, if you then open the tap to try to wash your hands nothing comes out. The dishwasher and washing machine also give a 'No Water' error.

I have called them everyday and they won't do anything....What else can I/should I try?

Hopeful bump....

You need to contact your solicitor and take legal action against them

Any ideas what kind of solicitor?

I don't think it's a fast process but probably worth keeping a note of https://www.energyombudsman.org/how-we-can-help/heat-networks and also look tonsee if they are registered wih Heat Trust www.heattrust.org/complaints

Ah thank you. I have opened a case with them, but not yet spoken to a person there. I don't know how long it will take them to resolve this: it might be more weeks without water.

I'm feeling slightly desperate and crazy

Have you contacted the leaseholder and management company?

Is the issue the heating or the water?

Ofgem can't help with water supply, that's Ofwat.

Yes, I have contacted both, and the management company replied with "I am very sorry to hear of the situation you are in, and agree this is not acceptable. I can unfortunately confirm that Switch 2 are the provider under the Energy agreement and this is completely separate to [] and GMV Management Limited therefore we don't have any 'real' power over actions / inaction by them.

I will send through an email, copying you in, to our contacts at Switch 2 to see if the added pressure forces their hand but on a fundamental level we are unable to do much more"

I thought it was illegal to withhold water?

The issue is heating and hot water. There is no hot water.
OFGEM have accepted that this is a valid dispute and given me a case number. The problem is I don't know how long it'll take them to process & make a judgement, and I'm going spare without any hot water... (water pressure is also affected, thats why the lack of water in the washing machine etc)

It is illegal, but what can I do? who can I complain to?!

https://www.lease-advice.org/building-management/repairs/repairs-and-maintenance-in-leasehold-properties/if-your-landlord-does-not-fix-the-problem/

This might help? You might be able to challenge the service charge, but getting some specific legal advice would help. The mention of considering taking it to the county court might at least sharpen their minds towards fixing things!

This is helpful! I’ll have a read and see what I can pursue
thank you

Environmental Health at your council? Or citizens advice, as PPs have said, you should have access to hot water and heating.

this is advice for tenants, but you must have rights as a leaseholder too.

england.shelter.org.uk/professional_resources/legal/housing_conditions/responsibility_for_repairs/heating_hot_water_and_power_problems

If your cold water pressure is affected contact your water provider as your washing machine will be cold water only.

Have you spoken to environmental health?

I'd contact the CEO Richard Harrison - I can't find an email address for him but you could message him on linkedin.
I've resolved several issues successfully like this after usual routes didn't work, such as with Thames Water and someone from their office has always been pretty prompt in getting in touch and quickly sorting things out.

Get your MP to write to them?

I'd contact your MP

I’d contact your home insurance and see if they’ll pay for you to get an Airbnb whilst it’s sorted? Tell them you have no water because as you said, technically after the toilet is flushed you don’t have any water at all! This is serious and a risk to your health in winter

If there is no water the heating won't work. Who provides the water, you need to contact the water company and say you have no water, they should sort it out.

Ok! I will ty this! Thank you very much that’s an avenue I hadn’t thought of

I have not but will try them.

This is on my list - have contacted!

Have you considered being featured in the National papers eg Daily Mail and Guardian, When people are featured in the Guardian consumer issues page on a Saturday the companies act quickly and do not like adverse publicity. Also worth bearing in mind your local ITV/BBC news programmes as they could feature you looking cold and sad and your hot water could then be dealt with quickly. I hope it is no longer an issue.