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HEATING FIRM'S COLD COMFORT FOR MUM

LONG WAIT: Claire's faulty heating system had a mind of its own

Monday May 5,2008

By Maisha Frost

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THERE was cold comfort for the Broad family when their new heating system stuttered from the start.

Installed under the Government grant-aided Warm Front scheme, lone parent Claire, who has a nine-year-old daughter Ellen, found her biggest obstacle was getting through to the contractor Iguana to report problems.

“The heating thermostat has a mind of its own,” said Claire, from Gravesend in Kent. But her main gripe was the nigh-on impossibility of reaching Iguana’s call centre.

“Sometimes I persevered for a couple of hours in the evening but with little success,” explained Claire, who then discovered another shortcoming.

“I would get referred from one number to another but end up back where I started. In frustration I stopped using the grant customers’ line and tried the one for Iguana’s paying clients. I got through immediately, although the woman
who answered was curt and refused to help me.

“It seemed to me the grant customers were getting second-best treatment. It’s a shame as the offer itself is fantastic.”

Warm Front home insulation and heating packages have had a large take-up but have also attracted their fair share of complaints. But Crusader’s efforts for Claire proved successful.

First the technical problems were sorted and now she has been given a new number to call if any trouble bubbles up again. Iguana roundly rejected the second-best claim, however, saying any delays were down to high call volumes at
certain times.

“Providing the highest level of customer care is extremely important to Iguana,” emphasised a spokesman. “We will do everything we can to put things right. This is why we have made sure Mrs Broad can speak with a senior adviser
directly if she needs to.”

HEATING FIRMS COLD COMFORT FOR MUM.

16.06.08, 12:47pm

Insulate, insulate, insulate, survival /ski suits, whatever , warm, trendy, comfortable, ..logical !
Rebuilding programme, think small, new technology plenty of it in the building /conservation business, new ideas, new small communities .21st C......... Rebuild the whole shebang, change.

• Posted by: juan01 • Report Comment