R C H Heating & Plumbing Ltd

Thank you for your review. Firstly may I offer my sincere condolences for the loss of your parents to COVID. I fully understand that this will be a difficult time for you. From our records, you requested a call from us to your parent’s property for a leak from the Vaillant boiler. We booked the engineer to call on Friday 19th March and you were advised of our call charge which was accepted by you. It was determined by our engineer that the leak was in fact on the hot and cold pipe work under the flooring and that this had been an ongoing issue with your insurance company. We made an attempt to re-establish the mains water supply via the external Water companies stop cock. However we found a lot of water in the chamber indicating that there was a leak from the boundary stop cock which is the property of the Water Company. With experience there would have been a possibility of the stop cock breaking and causing a flood, which we would then be responsible for all associated costs to repair. Therefore yes this is our company policy not to handle the main stop cock in this situation. The engineer had a stopcock key on his van. I spoke to you on the same day and apologised that we could not re-establish the water supply and explained the reasons why. Our charges are competitive and I do not believe that £ 78.00 is an exorbitant amount for an engineer’s call. Should you wish to discuss matter further then please do not hesitate to contact me Mr Paul Hurren Director