...and now British Gas shuts helplines!
THOUSANDS of British Gas customers were left in the cold yesterday after two of its call centres ground to a halt.
The company effectively closed down two centres in Scotland, leaving just a skeleton staff on duty because the bad weather made it difficult for people to get to work.
Bosses are said to have told employees to stay at home to ‘look after their families’ – but it meant those calling the company could not get through.
Many who called Britain’s biggest energy company, including distressed pensioners, were left holding on for hours as the chill swept through their homes.
Viv Reitan, 66, who has rheumatoid arthritis and so is listed as a priority customer, was unable to reach British Gas after her boiler broke at 6am yesterday.
The retired teacher, who lives in Rossendale, Lancashire, was in tears as she spoke about the difficulty of getting through. ‘I tried time and again, but even if the call was answered the line went dead,’ she said. ‘I cannot help but worry for the many old people who may have had a broken boiler and had no way of getting through ... People can die in these circumstances.’
Theo Caderius, aged 67, who lives in Herne Bay, Kent, said the boiler broke down yesterday morning as temperatures fell to minus 4. ‘My boiler switched on at 5.30am, but it suddenly started making a strange sound and then went silent.
‘I have HomeCare with British Gas and tried calling but was immediately put on hold for 25 minutes. I tried again and then did not even get as far as holding before the line went dead.’
British Gas said its services and call centre had seen a huge spike in demand.
The company said: ‘There is an emergency in Scotland which means we only have a skeleton staff in our Scottish call centres. This is the coldest February since 2010 and our engineers have been in greater demand to help fix boilers and home appliances ... We are asking customers to understand the need to only call us if it’s absolutely essential.’
‘I cannot help but worry for old people’