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Case study 3
Miss W contacted BCBS as a last resort following several weeks of problems with the fitting of a new central heating boiler for which she had paid in advance through a Government Grant scheme. She simply had nobody else to turn to.
The work had taken much longer than stated in the contract and was not completed to a satisfactory standard. Miss W had been unable to get any response from the organisation concerned and was becoming more and more distressed. The situation was made worse by the fact that she is in her 80s, registered blind and cares for her older, extremely frail sister, who is also blind.
BCBS was able to contact the organization, making sure that the same, named person was always available to deal with the case. An inspector visited Miss W, refused to pass the work and arranged for the whole system to be re-fitted. This all took some time, but with BCBS taking over negotiations Miss W could relax and feel confident that her case was being handled by those with the influence and responsibility to do so.
She has expressed her gratitude for all the support she and her sister have received and has told us that she really appreciated the amount of time we were able to dedicate to her, both on the phone and by making regular visits to her home, ensuring that we were present whenever workmen or the inspector called.