A Margate pensioner has vowed to fight for full compensation after British Gas said her ‘broken’ boiler needed replacing, resulting in a £2,200 spend, when in fact her gas had been accidentally cut off.
Christine Wrench, 71, was left without hot water and heating for eight days when her gas connection was accidentally cut during mains work at Jacob’s Close by SGN.
The nan-of-five was unaware of the error and called British Gas, which services the boiler annually, believing it had broken down.
An engineer attended and, although noting gas pressure ‘was low,’ told Christine the boiler needed a new part. On his return the following day she was told it could not be repaired and she needed a new boiler fitted.
The former Marie Curie ward clerk says the engineer failed to carry out proper checks which would have revealed that no gas was getting through to the property.
She said: “The engineer came out and said the boiler needed a new part. The next day he came back and said it wasn’t firing up and limited gas was getting through. He told me I needed a new boiler.
“It was when they dismantled the old boiler they discovered no gas was coming into the property because SGN had cut it off. The engineer hadn’t checked the gas meter.
“So, I paid £2,200 for a new boiler which was totally unnecessary, my old boiler was actually working perfectly well and was serviced by British Gas annually.
“When they said I needed the boiler I had no reason to question it. I just think it is morally totally wrong.”
Christine says SGN reconnected the gas once the error was highlighted and they have since apologised both by letter and in person and agreed to write a £300 cheque by way of compensation.
British Gas, however, took much longer to respond and Christine says their offer of £400 compensation is not good enough.
She said: “SGN and the contractors have been very courteous but British Gas seem to think they can railroad me. I might be 71 but I have all my faculties and I would hate for anyone else to have to go through this. I was without gas for eight days and paid for a boiler I didn’t need. If the engineer had done his job properly and checked this would not have happened. I am not going to let it go.”
A spokesman for SGN said the company had reconnected the supply, spoken to Christine and been to see her, adding: “She will be getting compensation.”
Christine’s daughter Tracy, who says the situation is ironic considering the British Gas advert claiming to ‘solve problems’ rather than just sell new products, has since spoken to British Gas and has been asked to provide details of all the costs that were involved although it is not clear whether this will all be repaid.
British Gas has been asked for comment.
