Re: Your FirstPort Case Number SR00870965

[Penny Venner]

Despite various requests/reminders since initially asking for specific detail for the S22 invoices we have been sent, ie what the cause of each call out was (an invoice stating there was a call out is insufficient).

Also, where the credit by TW for the replacement & temporary boilers was 'hidden' in the accounts has not been forthcoming apart from being continuously told it was 'offset accounting'.  Why can't we be advised what this 'offset accounting' actually means and where, if anywhere, has this credit been hidden from us.

How long is it going to take for FP to send this information 

When can we anticipate any response at all

Please send a full and comprehensive response without further delay.

Penny

On Tue, 6 Jan 2026, 11:47 FirstPort Help, <he...@firstport.co.uk> wrote:

Hello, Thank you for contacting us. Your query is currently being reviewed by our team. Should you need to get in touch, please respond to this email chain quoting case reference SR00870965. Our team will get back to you as soon as possible, typically within 5 working days.  Why not sign up to My Home, your online account. Here you can view the status of your case, pay easily and securely, raise repairs instantly, receive development news, and much more. Sign up today at My Home

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[Penny Venner]

Still waiting for a response to our many emails, the most recent on 16 January.

We've heard nothing at all, not even the usual "FP are looking into this".  How long is this going to take??

Penny

16, 59HDD