British Gas Homecare

[jsnetman]

Hi,

I have homecare insurance with British Gas and have to say on the whole they are okay, however on the last visit by the engineer to fix a persistent sticky valve (the one that switches the hot water to rads and back) he said they could no longer service parts that are in direct contract with the water from the system due to not having a power flush (this seems a bit prohibitive as most of the system has to be in direct contact with water).

I asked the engineer to test the water quality, he then proceeded to ask for access to the loft, a while later he beckoned me up to the airing cupboard to show me a bucket full of cloudy water.

Now, I've drained and removed the rads, flushed them individually a couple of years ago and what I noticed while carrying out this task was there was a layer of sediment in the header tank below the inlet pipe (open vented system). is it possible that the engineer asked for access to the loft to deliberately stir up this sediment so it would then come down the inlet pipe and into his bucket.

What is the standard procedure for testing water quality on an open vented system?

Thanks

 

[hammers4spanner]

The standard procedure of how to test water quality on any system is not to use BG.

They are Known for pushing power flushes often when they are not even needed, you have already blown through your radiators fitting a filter would be a bonus as well.IMHO if you are paying for a service and your package includes change of parts then thats what they should do.

 

[1Steven]

That sounds right bg trying riggle out of doing the job. Change header to pressure vessel, if compatible with boiler, powerflush, drop bg go with a local engineer who will look after your system personally.

 

[gmartine]

£750 for a powerflush that's why, as you've flushed your system before get some system cleaner and DIY again not forgetting to redose with inhibitor as well as change your care provider.

 

[jsnetman]

£750 for a powerflush that's why, as you've flushed your system before get some system cleaner and DIY again not forgetting to redose with inhibitor as well as change your care provider.

Would all the major care providers not use similar tactics, if not any recommendations?

 

[Riley]

Go with a recommended local engineer. All the big companies see are £££££

 

[gmartine]

Would all the major care providers not use similar tactics, if not any recommendations?

I don't know about other providers but BG are well known for their powerflush scam as householders get a shock with that size of bill after already paying a monthly fee. Providers either charge a call out fee or raise their monthly charge accordingly, try Uswitch for national care providers or your local GSR engineer. It sounds like you have a sticky motorised valve, should be a straightforward fix for anybody competent so try someone local.

 

[snowhead]

Firstly ring BG and tell them you want to cancel the Homecare cover.

They WILL ask why as they won't want to loose the opportunity to make money out of you (sorry) you as a valued customer.

Tell them you aren't happy with the diagnosis by the BG representative

 

[MarkAqua]

I moved down south years ago from Leeds, I know loads of people up there who have gone with BG and when they have been recommended a power flush it ends up that BG will charge £800


unless you pay cash and we can come saturday for £400...................................

 

[huddster]

Hi, under your homecare agreement BG do not cover for scale and sludge related issues, however they must first tell you that they have identified an issue with sludge in the system.
For example they replace the valve which has become sludged up and advise that if you do not take further action such as a powerflush or filter then the fault will most likely reoccur and you will be charged to replace that component.
I believe you can get a third party to flush the system, but you must prove you have done so but if the system builds back up with sludge over time and causes issues you would not be covered.
If you decided to flush with BG then as long as you stay on contract you have a life time guarantee on the flush hence paying twice the price as your local contractor.
Also no good engineer whether BG or local will take a water sample from your header tank.
There main method of testing would be to take water from a rad or somewhere in the airing cupboard and fill a turbidity tube. The tube has a target in the bottom and if this is not visible at a certain level then a powerflush would be recommended.

If you are concerned call back in and ask for a second opinion and ask for the water sample to be taken to help you decided what to do.

Hope this helps.

 

[jsnetman]

Hi, under your homecare agreement BG do not cover for scale and sludge related issues, however they must first tell you that they have identified an issue with sludge in the system.
For example they replace the valve which has become sludged up and advise that if you do not take further action such as a powerflush or filter then the fault will most likely reoccur and you will be charged to replace that component.
I believe you can get a third party to flush the system, but you must prove you have done so but if the system builds back up with sludge over time and causes issues you would not be covered.
If you decided to flush with BG then as long as you stay on contract you have a life time guarantee on the flush hence paying twice the price as your local contractor.
Also no good engineer whether BG or local will take a water sample from your header tank.
There main method of testing would be to take water from a rad or somewhere in the airing cupboard and fill a turbidity tube. The tube has a target in the bottom and if this is not visible at a certain level then a powerflush would be recommended.

If you are concerned call back in and ask for a second opinion and ask for the water sample to be taken to help you decided what to do.

Hope this helps.

I've lodged a complaint to BG, although I do recognise the system does need a flush or manual diy intervention I'm claiming the BG engineer has made it worse by disturbing the sediment in the header tank, I'm hoping they might drop the price of the flush and then I can still retain their guarantee. Here's hoping!

 

[Riley]

Who knows, if the engineer didn't in fact do anything wrong your casting aspersions is hardly fair. The likelihood of enough sediment from your loft tank going down the feed pipe to corrupt and contaminate a sample is extremely unlikely

 

[jsnetman]

Who knows, if the engineer didn't in fact do anything wrong your casting aspersions is hardly fair. The likelihood of enough sediment from your loft tank going down the feed pipe to corrupt and contaminate a sample is extremely unlikely

He had no reason at all to go into the loft space, the previous engineer that called for the same fault some time ago just cleaned out the valve, it was only after I asked him to take a water test that he wanted access to the header tank. I would say that was good enough to be suspect. from experience of cleaning out the system I know that that sediment does not move unless you start messing with it, and there is no way the water was that dirty before he arrived.

 

[Riley]

Yes my point being unless he has scooped it out of the tank in the loft there is no way you are going to get enough sediment down the feed pipe to where he was taking a sample in the airing cupboard. He could have been ascertaining your system set up i.e. with tanks or not. He could also have just been checking out how dirty the F and E tank was as a mucky F and E tank will imply a dirty system. I am not for a moment saying that British Gas don't try it on with customers because they do what I am a little indignant about is you making those accusations when you have little to no proof and you've said yourself you are just trying to get the price down. I am not doubting you but at the same time we are on a plumbers forum and British Gas do have some good engineers and yet all plumbers get judged based on the few dodgy ones

 

[jsnetman]

Who knows, if the engineer didn't in fact do anything wrong your casting aspersions is hardly fair. The likelihood of enough sediment from your loft tank going down the feed pipe to corrupt and contaminate a sample is extremely unlikely

He had absolutely no need to access the header tank, a previous visit by an engineer for the exact same fault did not access the header tank and just cleaned the valve out. He only wanted access after I asked for the water test, this alone makes me suspect his actions. I know from cleaning out the system that the sediment does not cloud up like that unless it is agitated.