Emergency policy : TRN-3541282-00120232 Dear Sir / Madam I am writing to complain as to the dreadful service I have received when attempting to use the emergency service you offer. Here is the timeline of the events: Thurs 18th Aug • Toilet blocked causing flooding in shower and sink – Toilet and shower unusable • Contact my own plumber who visits and says it is a blockage and I should contact local water supplier • Essex water onsite state main sewer fine and down-pipe blocked – suggest I contact home insurance Fri 19th Aug • Contact Home insurance – referred to emergency policy • Contact emergency line who takes details and ensure me that “preferred management will contact me” within 4 hrs • No call returned Sunday 7am 21st Aug • Contact emergency line …. Am informed it is an out of hours line, but no call has been registered- they will raise a new call and ensure preferred management call within 4 hrs • No call within 4 hrs . I chase with reference number 1347770 • More delays – told a plumber will arrive on Monday “first thing” and won’t leave until the emergency is solved. Monday 22nd Aug • 09:44 text that I will be contacted within 60 minutes • PTH plumber to arrive between 11am and 3pm • 14:31 text that engineer to arrive within 60 mins • 16:32 text engineer within 60 mins of arrival • 17:45 Engineer arrives – tries plunging the toilet, floods shower room again, looks around briefly then calls head office to ask for permission to investigate. • Engineer says h/o require me to contact them to ask for permission to investigate further • Engineer leaves • I call h/o who state it is the engineer’s responsibility to report back and nothing will happen until this report is received. • I am annoyed by the attitude of the help desk , who constantly give a hollow apology and state it is the “ process” and there is nothing that can be done…..even if my toilet hasn’t worked for 4 days plus! • I ask if there is anything I need to do to avoid any further delays , I am told it may be a good idea to fill in the building insurance as the early it starts the better and it can always be switched off. Tuesday 23rd Aug • As no feedback I contacted Emergency line to be told the emergency had been closed as there was nothing more they could do, and I should raise a home insurance claim ( as I had been previously told to), who would then arrange within the next few days for a surveyor to call, and then I could proceed although I was warned that plumbing costs would not be covered! Only rebuilding work, after explaining what utter incompetence had occurred, I was referred to the process once again. • I exploded and said I could not wait for such an incompetent bunch and to cancel everything ( I was then told nothing was actually in process!) and to cancel my insurance and refund the fee….. of course, I have heard nothing further from this!!!! • An hour later “Preferred Management” called apologising that they had been blocked and could go no further , he fully understood how annoyed I was but was powerless • 1pm I called a drain engineer • 2pm I was called by a jovial manager who apologised for being late calling but was so busy. I told him to forget it as he was too late I couldn’t wait and I had called an emergency drain engineer. His only reply was I wouldn’t get reimbursed for that….I said it was passed that stage, as I had gone days without sewage or shower! He had absolutely no excuse and merely apologised and repeated the warning that I wasn’t likely to get any reimbursement. I informed him I would spend as much effort as I could filling in websites and apps explaining how dreadful the service was… he implied that was a waste of effort. • 3pm My drain engineer arrived • 4pm toilet was unblocked without any need for damage or invasive investigation. • In order to prevent further blockage, he spent the next 2 hrs removing all the built up limescale and the drainage is perfectly repaired. As he said it is in his interest to actually fix the problem not just bounce the issue around so he can go home early! I am absolutely disgusted by the utter incompetence and general lack of concern for an emergency event.