A needy Dundee family has endured more than five weeks of freezing winter weather at home with a broken central heating boiler because Scottish Gas did not prioritise the job.
But Lesley Hastie (43), son Adam (8) and daughter Aimee (5) are now looking forward to heating and hot water in their Rosebank Terrace home by the end of this week, thanks to local businesses.
The family’s plight began on November 6 when their old boiler was condemned by Scottish Gas after a service inspection.
With Lesley unemployed and raising two children who have survived serious medical conditions, she applied to the utility company for a grant for a new boiler.
She claims she had been told she would have to wait only a fortnight and that the process would involve two surveys of her broken heating system by a gas engineer.
These took place on November 16 and December 3 and with the temperature plummeting and no sign of action, she contacted Scottish Gas on Monday.
Her hopes of a speedy resolution proved false when she was told by the operator there was no sign of her job “on the system”.
“It is now below zero overnight and we are shivering in our home,” said Lesley.
“The charity founder Charlie Kean has lent me a couple of heaters but that is all we have.
“We have no hot water and we can only wash by boiling a kettle.
“We are sitting in at night with anoraks and going to bed with duvets and blankets and the children are keeping on their dressing gowns.
“I told the man at Scottish Gas that we are freezing and the children have come through a tough time with their health, but this didn’t make any difference.”
Adam underwent surgery in 2007 when a tumour was found on his kidney and the organ was removed.
Aimee was diagnosed with a brain tumour that year and underwent three operations in the Royal Hospital for Sick Children in Edinburgh.
The conditions of the Rosebank Primary pupils have improved, although both go to Ninewells Hospital for checks and Aimee has developed asthma.
Lesley said: “Their health is obviously very important, and raising them in this freezing house has been very difficult.”
Scottish Gas spokeswoman Lucy Coyle said: “I am very sorry that we didn’t prioritise the installation of Ms Hastie’s new heating system, given her family’s circumstances.
“Our number one priority now is to make sure Ms Hastie’s heating and hot water is restored as soon as possible.
“We’ve spoken to Ms Hastie to apologise and we’ve confirmed that the new system will be installed on Friday.
“We will also be looking into what went wrong to make sure it doesn’t happen again.”
However, businessman and charity fundraiser Charlie Kean has since stepped in and arranged for a new boiler to be fitted before Friday.
He said: “I spoke to Scottish Gas this morning and cancelled the job. I’m taking this on board now.
“I’m putting the family into the Landmark Hotel for a few days and they’ll cover the cost. Dundee 203020 taxis will take the kids to and from school. I’ll buy the boiler and get it put in.
“Scottish Gas said it was fine you’re just a number in the system to them.
“I’ll also put up a Christmas tree and fill the house with toys for the kids for when they go back.
“At the end of the day, they’re local people and local businesses will help.”