Update 4pm on 23 August 2024:
We have installed a temporary heating and hot water supply for the Westgate heating system which will be in place until we have a permanent fix to the boiler.
The fault was caused by an electrical surge which knocked out the transformers and the programmer.
We are hugely grateful to Hewers our contractor who dropped everything and sent their team to install the temporary system. This means our customers won’t be without hot water over the bank holiday weekend.
update from our Executive Director of Customer Experience
We’re extremely sorry to our customers at Westgate for the disruption and impact the heating and hot water system failure has caused. A safe, warm and comfortable home for our customers is our number one priority, and we acknowledge this issue has fallen short of these standards.
Our maintenance teams have been working very hard to identify and resolve the problem. Having spent time with our teams at Westgate yesterday I’m aware that the complexity of the issue has meant this has taken longer than anticipated to diagnose. We’ve now been able to successfully diagnose the system issues, which has revealed key transformers and the programmer within the system to have unexpectedly blown.
Because fixing the issues is complex and the number of steps required to ensure the fix will take time, we’ve arranged with our contractors for temporary heating and hot water solutions to be installed which we have been assured can be implemented before the bank holiday weekend. We’ll keep you updated on the progress of this installation.
We understand how frustrating this situation is, and we’re committed to making things right. We are working to ensure the permanent heating system is fully operational again as soon as possible with a full fix to the transformer, programmer and boilers themselves. We will keep you updated on the progress and notify you immediately once these full repairs are complete.
Thank you for your patience and understanding and we sincerely apologise for the impact on you and your families. If you have any concerns or require further assistance, please reach out to our customer experience team on 01452 424344.
Michael Hill, Executive Director of Customer Experience