A British Gas customer has reported significant delays in replacing a leaking hot water cylinder, leading to their tenants, a family with young children, being left with limited hot water. British Gas reportedly confirmed the cylinder was faulty and required replacement, but then quoted a four-week wait for a standard part and installation.
The customer stated that British Gas provided portable heaters, but the family still has to switch off the mains to prevent flooding, resulting in inconsistent hot water. Repeated calls for updates have reportedly led to new promised dates, and attempts to escalate the issue to a manager have been refused due to an existing open complaint.
The customer is now considering hiring a local plumber to fix the issue privately and then pursuing British Gas for the cost via the Ombudsman, expressing concern about potentially voiding their policy warranty.