Boiling with rage at heating cover

When their home heating packed in, one couple rang 24/7 Home Rescue – motto: “We help, we repair, we care”.

But, despite paying £14.70 each month for cover, they were in for a shock.

“We were told that we would have to pay a ‘security charge’ of £75 for someone to come out,” said Syd and Jane George of Basingstoke, Hants. “But our contract says ‘There are no extra costs for parts and labour or call-out fees, just one monthly payment’.

“They were having none of this and referred us to the terms and conditions.”

The Lancashire-based business, a trading name of 247 Home Assist Ltd, told me that its terms were clear.

“Mr George told us he was receiving hot water but no heating from his combination boiler, suggesting there was a pressure issue, which would not be covered,” it said.

“He refused to pay the security payment and therefore the claim was declined.”

It stated that it still sent out an engineer, who repaired the system, and they charged the couple a reduced fee.

The couple said: “We’ve stopped the direct debit and want no further dealings with them.”