• MY husband and I have had no heating or hot water for a week – is good service a thing of the past?

The following is a diary of unfortunate events received from a building service to service / repair / replace / survey / quality-control an appliance used by Origin Housing on behalf of their tenants.

We are both over 75 years of age. My husband is not a well man and is always at home, but he is able to answer our door entry system.

An appointment was arranged for the January 22 (pm) to carry out a gas safety check. I went for a short walk from 9.30am to 10.30am. We were both home for the rest of the day and no call was made via the door entry system for access to the block.

The following morning, after my walk, I found a card jammed above the door entry system stating that the engineer called on the 22nd at 12.20pm but was unable to gain entry.

I contacted the repairs department at Origin and, despite my stating that we were both at home on the 22nd, a further appointment was made for January 31 (pm). On the 31st we were both in all day but no contact was made for access.

The following morning, February 1, I contacted Origin repairs and a further appointment was made for February 7.

No engineer called on the 7th. However on the 8th I received a letter dated February 5 from TSG Building Services Ltd stating that they called on January 31 but we were not at home, and that they had therefore made an appointment for their engineer to call on February 19 between 12pm and 5pm.

The engineer did arrive, quite late. He took quite a long time to check the appliance and completed relevant paperwork. The central heating and hot water was working OK after he left.

The following morning, after the timer should have kicked in, the central heating / hot water was not working and at 7.45am we contacted the Origin out-of-hours-line explaining that we were both over 75 and that my husband was not a well man.

I was informed that an engineer would be with us within four hours. At 11.05am I contacted Origin to inform them that no one had arrived.

I was told that they were unaware of my call at 7.45am but would report this fault and an engineer should be with us within four hours.

At 1.30pm I again called to check what time the engineer would be with us as we were rather cold by now and informed that Origin would send an email to (someone) to check.

At 4.20pm I checked and was told that a check had been made. I was still on the list and I would be notified when they were on their way.

At 5.35pm, still awaiting emergency engineer, as they work up to 10pm. Engineer did arrive at 9.50pm and stated that the pump was not working and it would take one to two days to order new pump.

We were asked if we’d like a room heater, but as we had a small room heater, and we did not think it would take too long before a repair was made. But now I have to ask a neighbour if we can use their bathroom / shower.

February 26: went for a walk in the snow, we are now cold and miserable. Called Origin repair line 10.45am to check on time for new pump.

A young woman said she would check and after a delay I was informed that she was unable to contact the repair team, but would send them an email and they would contact me.

Called the same young lady at 4.30pm to inform her that I had not had any response, requesting them to call me.

We no longer seem to have any respect from Origin. As tenants who were with St Pancras Housing since 1979, prior to the takeover, we pay our rent every week.

The few of us who are left from that time feel that we are the forgotten.

BRENDA AIREY
Address supplied