A COUPLE endured four weeks of misery without heating or hot water over the festive period after insurance contractors failed to fix their boiler.

Patricia and Terence Mead, of Russell Road, Chingford, found themselves in a desperate situation when their system broke down on December 6.

The couple, who are both in their 60s, had to cancel their Christmas plans and have struggled to cope with the cold weather.

Mrs Mead, 62, said: “It has been horrendous.

“We’ve both been ill with chest infections and our doctor said although it didn’t cause it, the cold won’t have helped the situation.

“We had to go to my son’s house on Christmas Day and we’ve been boiling pans and borrowing heaters.”

When the heating system broke down, the couple contacted their insurers Nationwide and were directed to Homeserve, which provides emergency breakdown cover.

Engineers from three different companies were sent to fix the problem but failed to do so.

Mrs Mead contacted the Guardian after being told a part had been ordered and they would have to endure further delay.

She continued: “I found out we would be without a boiler for at least another five to 10 days and then we might have had to wait even longer for someone else to come out and fit it.

“I was patient and waited for parts initially but I reached the point where I just didn’t know what to do anymore.”

“With more snow forecast, I was so worried about how cold we would be.”

After being contacted by the Guardian, Homeserve promised to fit a new boiler immediately and launched an investigation into what went wrong.

Homeserve said the Meads case was not straightforward and involved manufacturers, contractors and problems with sourcing parts.

A company spokesman said: “We are very sorry that the level of service she experienced fell short of our usual high standards.

“The case has been brought to the attention of the relevant directors to ensure a full investigation is carried out internally and changes are made to prevent such occurrences happening again.”

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