Anonymised client case study
Years of Boiler Problems and Contractor No-Shows
A council tenant and her family experienced a long-running boiler problem made worse by missed appointments, incorrect contractor attendance and incomplete work.
The conditions
Defects reported in the home
The matter involved a combination of repair failures and their effect on day-to-day use of the property.
- A defective boiler without a complete service for a prolonged period
- Survey and access recommendations not properly coordinated
- Wrong or unplanned contractors attending
- Family members having to assist with access before partial servicing could take place
How the conditions affected the client
Repeatedly preparing for appointments that could not proceed disrupted family life and created stress, privacy concerns and a sense that the household was not being heard.
How the matter was progressed
The team clarified the history, secured expert evidence and required coordinated appointments and defined timescales rather than further informal promises.
Initial assessment
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