Boilers - Expectations set but not met

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Based on resolver’s experience to date, there are laws to protect you when having a new boiler installed. Under the Supply of Goods and Services Act 1982, an installation should:

• be done using ‘reasonable care and skill’
• the boiler should be made with materials that are ‘of satisfactory quality’ and ‘fit for their purpose’
• be ‘as described’ – e.g. what you ordered.

If a company has set certain expectations, then you could argue that, under the Supply of Goods and Services Act 1982, that the installation is not ‘as described’.

You should raise the issue with them immediately. The company should offer to put any faults right, in a timely manner. However, if you have lost faith in the company, you could use a new engineer to have the faults put right, then claim those costs back from the original installer. You should bear in mind that, in the event the original installer refuses to pay those costs back you may need to take them to a Small Claims Court.

If the work is part of a Green Deal installation, has been signed off and you are being billed this should be addressed through your energy company. The Green Deal is covered by strict standards on the quality of works (PAS2030), and there are defined processes to help you resolve your issue.

Resolver recommends that you submit your concern in writing and we can assist you in all aspects of your complaint; formulating letters, recording dialogues, and reminding you when and who to escalate to.
Remember that this is a good time to check that you are on the best energy tariff for your needs using a price comparison website, so it’s a good idea to take some time to compare prices and switch providers if you find a better deal. As you are moving into a new home you may not have the full details for the energy use in the home so resolver recommends you ask the current owner/occupier for the energy usage via your solicitor or the estate agent.

Price comparison websites often have tools that help you estimate your energy usage and to help you make an informed decision.

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