A family of eight in Malton, Vale of Glamorgan, endured a week without heating and hot water after their Calor gas tank in the garden was left empty. Tracy Phillips, 43, and her husband Wayne, along with their six children aged between 3 and 20, found themselves in a desperate situation as the winter chill set in without any means to heat their home. The family had moved into the house in October and had set up a direct debit with Calor for automatic gas refills. However, on January 16, their heating suddenly stopped, leading to a series of frustrating events for the Phillips family.
Tracy described the situation as “miserable” and shared how they had to resort to sleeping in coats and layers to keep warm. Initially assuming their boiler was faulty, they called a plumber who discovered the gas tank was empty. Despite contacting Calor immediately, the family was left without a resolution for days. The delays persisted, with excuses like a broken-down delivery van and issues at the local refinery causing further setbacks. As the days passed, the house became increasingly cold, with temperatures dropping to freezing levels.
The family’s youngest child, three-year-old Arty, fell ill during this ordeal, making the situation even more distressing for Tracy and Wayne. Tracy recounted the frustration of receiving assurances from customer services about resolving the issue, only to be met with further delays. Despite their continuous efforts to communicate the urgency of their situation, it took a full week for Calor to eventually deliver the gas they desperately needed. Tracy expressed disbelief at the company’s handling of the situation, emphasising the impact it had on their daily lives and the health of their children.
The Phillips family’s experience highlights the challenges faced by households reliant on gas for heating during the winter months. Tracy’s reflections on the ordeal underscore the importance of timely and effective customer service, particularly in emergency situations involving vulnerable individuals. The delay in addressing their heating and hot water supply not only caused discomfort and distress but also put the health and well-being of her family at risk. While a compensation gesture was made by Calor, Tracy expressed that the monetary offer could not adequately address the hardship they endured.
A spokesperson for Calor issued an apology to the Phillips family, acknowledging the failure in their auto-delivery system that led to the service lapse. The company cited logistical issues and inclement weather as contributing factors to the delayed response. Moving forward, they emphasised the prioritisation of vulnerable customers and encouraged individuals to ensure their accounts are correctly registered for timely service. The Phillips family’s story serves as a reminder of the essential nature of consistent and reliable utility services, especially in challenging circumstances like extreme weather conditions.
Tracy’s poignant account showcases the resilience and determination of families facing unexpected crises, urging service providers to uphold their commitments promptly and responsibly. As winter continues to impact communities across the region, stories like the Phillips family’s shed light on the critical need for efficient support systems and compassionate responses to ensure the well-being of all individuals, particularly during periods of heightened vulnerability.