Why can’t British Gas fix my heating?

British Gas had visited to try and fix the fault but with long gaps and since December. Photograph: David Burton/Alamy

I am a widow of 71 living on my own and in poor health and have had no heating downstairs since early December. I have a British Gas HomeCare policy, but it seems incapable of fixing the problem. I have had two power flushes, a new radiator, new pump and a leak caused by a visiting technician. The last abortive visit left me in tears and my mental health is very frail.
HF, Leeds

British Gas has made and kept appointments to resolve the problem, although with some long gaps. You had to wait two weeks for the first power flush after technicians were unable to get your living room radiator working, and nearly three weeks after that for the radiator to be replaced in January. What’s concerning is that, despite 10 visits, the company couldn’t rectify the fault.