Harry Tuttle wasn’t available, central services turned-up
My home insurance notifies a local heating engineering service. 5 hours later the service calls me to arrange and ’emergency’ appointment. Emergency means within 24 hours, but no time specified. We agree a visit time – 2 days out
The engineer quickly diagnoses the problem as a broken fan on a common boiler, tells me he’ll phone me when he’s sourced the part to arrange a fitting. He can’t source the part there and then because he need clearance from my insurance company.
5 hours later, no call, I phone my insurance who know about the part and the cost but cannot approve it until the engineer tells them how long he was onsite. They can’t take my word for his time on site. The say they’ll follow up with the engineer.
2 hours later I phone again and find the repair has been approved. The Heating engineering service won’t arrange a visit until they’ve actually picked up the part which will be within the 24 hour period, from approval, that their service contract with my insurer specifies as emergency cover. That’s 24 hours to get the part, not to fit it. They suggest that I call them back in 2 days time if I haven’t heard from them.
Effectively, 6 days after reporting the ’emergency’ problem to my ‘home emergency insurance’ provider – who subcontract out their service, I will be able to try and arrange a time to have the broken part replaced. UK emergency services are bogged down by organisational bureaucracy. More than 6 days to diagnose and get hold of a replacement broken fan seems rather poor to me. I’m anticipating they wont be able to get an engineer round to fix it within 24 hours of calling me …. …and that I’ll have to chase them with phone calls.