Do I need to compensate tenant for emergency boiler repair that needed parts?

Reply to the comment left by "Joe Bloggs" at "05/01/2016 - 17:50":

When I had a serious leak in one of my flats nearly 2 years ago, the plumber the insurance brokers booked was proposing to charge me >£400. When I learned this, just a few hours before the booking, I had no choice other than cancel, as I simply couldn't afford it.

I looked online and found Homeserve. Even though I wasn't a member, they did the whole job, sealing 3 leaks for £99.00 all inclusive, on 2 hours notice that same evening. As if that wasn't enough, the plumber noticed a faulty bath mixer tap and replaced both taps at no additional cost.

After that, I didn't hesitate to sign up for their policy, and was glad I did when a few months later my tenant reported a problem with the boiler late one Saturday afternoon. Neither my tenant nor I thought we would get anyone until the beginning of the working week, but the Homeserve plumber came out the next morning, which was a Sunday and promptly fixed the boiler there and then.

That sounds great. but about 12 yrs ago i utilised the homeserve policy we had taken out for a combi. the engineers visited (not quickly) and basically seemed to guess what part needed replacing. they would then order the part and return 1-2 weeks later to fit only to discover the boiler still was not working. this then repeated for a pump, diverter valve and then i think something else. in the end they sent their top engineer (who told me he had only been an engineer for a couple of yrs) who successfully diagnosed/renewed the programmer! meanwhile a lot of time had passed with no heating or hot water.

do you know how quickly homeserve can get boiler parts now?

bg say they have a central warehouse and always have got them next day.

I think reading between the lines, Homeserve have had quite a few bad reviews in the past but have made the effort to improve. I was aware of some of the negative reviews when I originally booked them, but I was really desperate to get someone at the time, and the price was good. I figured that I would have some protection with a large firm that I wouldn't have had with a much smaller concern, should something go wrong.

Just seen a TV ad by British Gas - "We will do a one off boiler repair for £79.00 whether you're a customer or not"... 😛

Thanks for all the comments. I think I need to clarify a few points! I am an experienced, accredited landlord and have never used British Gas. All my gas and plumbing is undertaken by a qualified engineer who has done all the work on my properties for years and I trust him implicitly. It was the tenant who, upset at having no heating on a bank holiday, rang BG and then tried to tell me that BG said they knew what the problem was, could come straight away and carried the requisite parts. Pure tripe, either from the tenant, or from BG! The leak (obviously water, not gas!) had been identified but parts weren't on the shelf at the time. I'm pleased to say everything has been fixed now. My query was simply to put my mind at rest that I was acting not only within the law and the tenancy agreement, but also ethically. Its always good to hear different points of view. The last property maintenance visit was only two months ago and all documentation and certs are up to date.
What annoys me is that some tenants seem to think they are entitled to compensation when things go wrong, even when its out of the landlord's hands, as this repair was.
Thanks again for all the comments!

Reply to the comment left by "Mandy Thomson" at "05/01/2016 - 19:43":

just googled it and its from £79 (30 mins max).

Reply to the comment left by "Annie Landlord" at "05/01/2016 - 21:12":

'rang BG and then tried to tell me that BG said they knew what the problem was, could come straight away and carried the requisite parts.'

IN MY EXPERIENCE BG DO GET THE PARTS (AND FIT THEM) NEXT DAY, WHICH IS PROB FASTER THAN OTHERS.

Wow thanks for this thread. We had a boiler go on a family a year or so ago meaning they had no hot water or heating and our local council insisted (after the tenant complained) that it was our LEGAL obligation to refund rent for days without these services.
This was not part of the tenancy agreement, however on threats from the council we paid up.
The bods (more than one officer) from the council clearly stated that you cannot charge rent for a property without heating or hot water.
The family had a baby so I did sympathise but the tenants were arguing I had to put them up in a (4*) hotel as compensation till it was fixed. We didn't do that.

Does anyone know the actual legalities here?

Reply to the comment left by "Ellen McInnes" at "05/01/2016 - 23:24":

AS USUAL THE SO CALLED EXPERTS WERE WRONG. SEE:

http://www.legislation.gov.uk/cy/uksi/1994/133/made

THIS IS A USEFUL GUIDE RE COMPENSATION AND WHEN IT RUNS FROM, ALBEIT THAT THESE PROVISIONS ONLY APPLY TO LA TENANTS.

Reply to the comment left by "Joe Bloggs" at "05/01/2016 - 23:39":

Private Landlords are on a different schedule and LA's have more resources available, despite what they say to the media.

We have CPR for disrepair rules available and our tenancy agreements, should cover such events.

I myself, like British Gas but unfortunately have a total contempt for Keenan Westhall, Homeserve and I no longer believe a word of what my national letting agents, who use their own 'Preferred' engineers, tell me.
I have considered Eon and NPower, but as of yet have never used them.