I've never done this before so please bear with me if I provide too little, or too much, information.
In December my Parent's hot water cylinder sprung a leak,
they had home care with British Gas so called them out.
An engineer came that night to drain the tank
and another engineer came the next day to do the repair.
The work they completed was done, to our limited knowledge, correctly.
However, the second engineer failed to store the loft ladder away properly
- he failed to insert the locking pin to prevent the ladders from sliding apart.
When my Father opened the loft access panel the following week,
one of the ladders rapidly descended hitting him in the face before hitting the wall
(damages to his person, spectacles, wall, picture,etc).
My father is 82 and having had a stroke less than a year prior to this date had no intentions of going into the loft,
he was opening the panel for me (as at 5'3" I couldn't reach it).
I inspected the ladder and it didn't appear to have been damaged in any way,
but the only way I could examine its moorings was to climb the ladder itself to look at the fitting in the loft.
Unfortunately, whilst I was climbing the ladder (before I could see where the ladder was fitted)
: it buckled and completely collapsed taking me with it.
I landed flat on my back on the ladder - luckily I got away with only bruising, a concussion and whiplash
(although it damage some items I had on my person).
Originally we contacted British Gas to let them know what had happened in the hope of preventing it from happening to someone else who wouldn't be as lucky as I was (the hospital advised I was lucky not to have broken my neck).
The attitude of those my Parents' spoke to at British Gas soon changed this opinion.
At no point in their communication did British Gas return any telephone calls,
and on top of this my Parents' were told that they could only contact the person dealing with their complaint,
to whom they were only provided a mobile phone number as a point of contact (my parents are both in their 80's and although they have a mobile it is viewed as for emergencies, which left them calling from a landline at great expense).
A letter was supposedly sent but was never received,
even when resent (we eventually got it by email).
no one paid any attention to my parents complaint until my Mother asked them what would have happened if it had been their engineer that fell, instead of me.
British Gas have now referred this to their legal team,
who have stated that my Father is liable for my injury's as he should have gone up the ladder to check it was safe for me to use (even though he is 82 and suffering with balance issues as a result of his stroke).
They also state that there were 2 engineers present when the ladder was put away and that they stored it correctly.
there was only one engineer assigned to the job and present when the ladder was put away
- two other engineers did visit the property earlier in the day to deliver parts
but neither was in attendance when the ladder was stored away.
Additionally, we still have the damaged loft ladder in the garage
and, even in its damaged state, when the locking pin is inserted it cannot open on its own.
Can anyone provide some advise on where we stand with this as it is making my Parents I'll with the worry.