‘Help! I keep getting left without hot water’
Keeping things fair
‘Help! I keep getting left without hot water’
Ask the consumer champions
GH’s consumer champions are on hand every month to solve your complaints. Because, if you want something done, ask a Housekeeper
PHOTOGRAPHY: ISTOCKPHOTO
Felicity Hannah, consumer and personal finance expert, answers:
I live on a development of flats and houses, and all our properties’ heating and hot water are managed by a company that we can’t switch from. The service has been appalling for more than two years now, with constant and often last-minute interruptions to our supply. We’ve even been left without heating and hot water during freezing weather. Despite this, our bills go up against our will. We feel trapped. Is there anything we can do? Beth, London Your property is part of what’s called a heat network, set up for blocks of flats or multiple buildings in the same area. Rather than each home having its own boiler and individual heating arrangements, a single supplier provides your heating and hot water. You’re usually metered for it, so your bill will depend on how much you use, but with some networks there’s a flat-rate charge per home. They’re most common in cities and are increasingly popular options as they have the potential to save space, be more environmentally friendly and even reduce bills. For these reasons, many more of us are likely to live in heat-network homes in the future.