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Case 10 - Boiler service company refused to take on new customer because their boiler was in the loft

Issue

A boiler service company refused to take on a new customer because their boiler was situated in the loft space of the house, saying that access to the boiler would be a health and safety risk.

Panel decision

The company concerned appears to have instigated a blanket policy which prevents their employees from entering a loft space without a fixed ladder. Whether or not this is an overly cautious approach, the company has a right to set its own policy. The complainant's best option is to find a different service provider who is prepared to assess the risk and enter his loft , given that this is a specific company policy not something which is stipulated in regulation.

2012-09-05