British Gas said it is looking into the matter and is keen to get it resolved “as soon as possible”
23:20, 02 Jan 2025Updated 06:13, 03 Jan 2025
Michael Wilcock and Selena McGechan in their water damaged kitchen(Image: Andy Teebay)
A young couple who forked out thousands for a new boiler after moving into their first ever home said it has caused them “nothing but trouble”. Selena McGechen and her boyfriend Michael Wilcox had no idea their new boiler had been leaking waste water until eight months after it was installed.
By that time, Selena claims the faulty pipe had caused damage to their ceiling, which she says in turn has “wrecked” their kitchen due to the water damage. British Gas said some of the damage to worktops and appliances “looks more likely due to age than water damage as the customer has claimed”.
A spokesperson added that is it looking into the matter and is keen to get it resolved as “soon as possible”. The first-time buyers moved into their Moreton home in February 2023, and the first thing they did was shop around for a boiler, as the three-bedroom terrace came without hot water or heating.
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Selena, 26, said: “The first thing we wanted to do was get a boiler to get some heating, and we decided to go with British Gas because it was a known name. They came round in May to fit the boiler, and from then until January 2024 we had continuous leaks coming through the roof. Then we found mushrooms growing from the roof. That’s when we realised something was wrong.”
Selena said the source of the problem was discovered in January 2024 during a bathroom renovation, when workmen lifted up floorboards and discovered the condensate pipe – the pipe which transfers wastewater from the boiler outside – bundled up underneath.
Selena said: “It was just balled up under the floorboards. We called British Gas and they came round, the health and safety guy had to come out, and they ended up having to drill a hole out of the house for the condensate pipe to go through. The water damage was awful.”
Selena said she and her partner made a complaint with British Gas, but she claims the company closed the complaint without informing them. She claims they only discovered the complaint had been thrown out when she contacted them in August 2024, when an annual service was carried out.
British Gas said engineers attended the home in January to carry out repairs to the condensate pipework, “but our job records from the time note that a third party had also carried out some work [and] a quote was given to the customer by our engineers to fix the issue”. They said the complaint was closed on February 20 as they had received “no follow up to the quote, and no responses to our emails”.
Selena said: “We were never sent any letter to inform us of the complaint being closed. We didn’t receive any communication at all.” The couple made a second complaint in October and an engineer was sent to assess the situation – but Selena claims they had not been offered any compensation for the damage caused.
The couple was left with a hole in their ceiling(Image: Andy Teebay)
British Gas said it had not declined to help with repairs or offer any compensation, but “we said that some of the damage to worktops and appliances looks more likely due to age than water damage as the customer has claimed, and the third-party involvement has complicated matters”.
Selena said: “There’s a hole in our ceiling now which is plastered, and it’s caused damage to the worktops in the kitchen. There’s a hole in the ceiling, wallpaper is coming away where the damage was, the kitchen counter is swollen and the cabinets are peeling with water damage.
“One of the other things we’re worried about is the electrics. There’s water stains around where the light switch is and water was dripping through the lamp sockets.
“I think we potentially may need a new kitchen and to rewire the whole house, which will cause chaos. We are first-time buyers, we’re doing everything ourselves as it is. A big expense was the boiler and it’s caused us nothing but trouble.
“It has made us stressed. The first time we had a major leak I was home alone and I could hear the water dripping onto the floor. I had no idea what damage it would cause.
“We have been here two years now and have worked hard to make everything nice, and it’s just a shame when you walk into the kitchen and it’s wrecked because of the boiler.”
A spokesperson for British Gas added: “We are looking into this matter and will arrange for an independent contractor to visit shortly which will help determine the next steps. We’re keen to get this resolved for Ms McGechen as soon as possible and will continue to stay in touch while we do so.”