Thought I’d resurrect this thread again as a warning to anyone thinking of having an installation done by an mcs, Hetas and Recc registered installer, do not be lulled into a false sense of security!
carrying on from where we were the installer paid a visit in late January, he spent 5 hours looking over the boiler and making various adjustments however there was no improvement.
In March Hetas sent an inspector who very quickly got to the route of the problem. Along with other small incidental omissions it turned out that the boiler had never been fitted with an air intake duct so was in fact a danger to us and was marked as do not use. Hetas have no power to make installers do anything and definitely not to remove and reimburse you which was what I was looking for by this time as the condition of the boiler had deteriorated due to continuous burning.
The installer couldn’t supply any calculations as he clearly hadn’t done them but in reality we had found the cause of all the problems we’d been experiencing. The installer wanted to come and install the air intake and as far as he was concerned that would be his obligation fulfilled but we would then have been left to carry the can for all the ongoing repairs it was needing which were going to be a lot so we refused to allow him back and closed the complaint with Hetas.
We then moved on to the Recc who at first appeared to be going to be more helpful, they asked what outcome we were looking for and we said we wanted it removed and a refund. They contacted the installer and requested that he do this- to no avail, we were then put on to arbitration, paid £120 for the pleasure, put forward our case, we were no longer complaining about the lack of performance but about the incorrect installation and the fact that our home and our lives had been put at risk. I submitted 19 pieces of evidence including the report from Hetas and photos of the state the boiler was now in, the installer was allowed his defence in which he questioned the nature of the complaint, he believed we were still complaining about the lack of heat, he made several comments about our ability to project manage the build, he accused us of throwing all the trades into the ring to sort themselves out, accused us of not building the house to the spec originally stated, accused other trades or ourselves of removing the air supply, accused us of having no understanding of house building and so it went on. I replied to all of it in the negative and commented that he was questioning the integrity of everyone involved in the build in an effort to save his own skin. I showed everything to various people who could all see what he was up to, everyone apart from the arbitrator!
Today I received the award from the arbitrator, I am supposed to allow him back to install the air supply, to install the air supply which he omitted to install nearly 3 years ago, to a boiler which has now been through the mill and is on its last legs, to a boiler that he couldn’t find anything wrong with on his various visits. If I allow him to do this and it still doesn’t work properly he has then to refund me!
so I let him come in and make all the holes he needs to install this and then we have to patch it all up, in all probability the boiler would have been fine if he had correctly installed it to start with at the time before plasterboarding etc had been done, it’s also possible that it would work fine if I allowed him to do this but it’s knackered, plates inside are disintegrated, runners off the feed drawer , drawer front broken, screw feed probably needs replaced and igniter, it’s out of warranty now so this would all be down to us. We’re left £14k out of pocket, have 7 years left to pay on a loan from energy savings trust and will have to fork out for a new system. The arbitrator completely ignored the complaint about the incorrect installation and reverted back to the original complaint made to Hetas about the performance which was not what I had asked them to look at. If I want to dispute the award I have to go to the high court in London even although I and the installer are in Scotland. What a mess! I have now bitten the bullet and contacted a litigation solicitor as I am determined not to let this go.