spons Hi Colin, Well I still have not heard anything more than three weeks after my complaint. Please look into my investigation ( investigating the investigation! has it really come to this?! it's jut ridiculous. ) What do you need from me and do I just give you a reference number on this forum? . Please advise. As for Mauled, I totally sympathise and wonder what has become of your situation. Taking out this sort of cover must always negate the need for these sort of dilemas. We all have, at times difficult personal situations and I sympathise with yours. My partner is 5 months pregnant and the stress of this is really difficult to take, on top of the fact we have been without heating in the coldest part of the year for 5 weeks. These personal and massive issues are problems that Scottish Power does not know but affect most families so instead of seeing customers as commodities, maybe if they could empathise that its not just another customer complaining about their heating and more about the lives that each family leads in the face of heating issues ( a basic right in this day and age and one that we all pay for ), then they would be more urgent and accommodating in their ree.

Hi Colin, Thank you for your concern. Apparently an investigation has been launched although I haven't even had an acknowledgment of my complaint and cancellation of my direct debit so at this end I don't even know if my thoughts and views have actually been taken on. If Scottish Power's complaints procedure is anything like their service I may be in for a long wait. The problem when you sub contract engineers and other companies is that when they go wrong everybody hides behind the other so all I have got from Warmsure, on behalf of Scottish Power and on behalf of Orion is apologies. When you have heard 20 or so apologies and nothing has been done to rectify something you begin to think the apology is irrelevant. Once companies start providing real care to their customers who have already paid them things will change, but at the moment, with all too many businesses, once they have your money in the bank they tend to drop their service immeasurably. That's just my experience, and I'm sick of it. Also its the good people on the customer service desks who get the brunt of anger purely because there really is no one else to turn to. Finally, from an organisational point of view, if Scottish Power would like to improve their service and make this complaint a thing of the past, I would suggest keeping things simple. Telephone numbers that are clearly stated with the minimum number of options, sub contractors who are reading from the same page where direct lines of communication are open, logs of up to date customer queries that are closed once a job has been done so that the customer does not need to have to follow up their own issue. It sounds simple and yet SP have messed this up badly.

Hi, I have had months of problems with Scottish Power and their sub contactors WarmSure/ Eaga. I have had no heating since December 20th. The problems stem from woefully incmpotent organisation from top to bottom. The customer services team are just ok although there are too many numbers to call and you end up giving your security details two or three times, put on hold to different people so by the time your query is looked into you've wasted 10 minutes already. The main issue is with the engineers themselves. I've had engineers who have brought the wrong parts, noted down the wrong serial numbers of parts and therefore have had to re book them days later. I've taken time off work and then received a call saying they are not coming at all because their last job has taken so much time. Their time windows are 8 in the morning till 4.30 pm and have hd them turn up at 8.30 PM ( with the wrong parts ). The last engineer told me he has fixed the boiler so it is working perfectly but not the heating! I need a power flush, something that Scottish Power do not do. The customer services department have told me their service has been " embarrassing " and consequently I have left them. The irony is I could have got a good independent boiler repair person to come weeks ago. There's no point in having an emergency number to call for boiler breakdown if one month later there is still no heating and it has not been fixed. Just ridiculous and I advise you to not put up with this company as they take your money evry month but provide no real care. Let me know how you get on. By the way I've ommitted most of the details of just how bad this has been as I could write an essay on here!