Supplier Site Visit Standards & Compensation - Know Your Rights To Compensation

Terrylw1 · 9 October 2007 at 11:54PM

Official MoneySavingExpert.com Insert:

Site user Terrylw1 has usefully given other MoneySavers links (below) to the utility regulator Ofgem's website detailing how much compensation customers should be entitled to depending on their claim

Back to Terrylw1's original post...

Hi All,

On quite a few threads there seems to be issues over failed appointments resulting in some very frustrated customers. These posters don't seem to be aware of their rights to claim compensation as backed by Ofgem for the missed visit issues alone.

Attached are 2 links that will help you argue compensation with Suppliers. The documents are contained on the Ofgem website hence are in the public domain.

These docs are sent to ALL Suppliers & Agents/LDSO's etc and they have to train customer facing staff as well as enforce auditing standards.

The standards that most apply are GS8 & GS9 (EGS8 & EGS9) as they apply to Suppliers failing to comply with their site visit appointments.

Inparticular some Suppliers will even refuse to stick to some of the appointment standards and demand all day appointments which are very inconnvenient to customers who have to take the day off without compensation. Some Suppliers don't even have agreements with their Agents to do some of these timed visits.

Note that where the 2nd doc states it's not possible to define all the appointment types, this applies to Distributors as they perform many functions, not Suppliers who have a set number of options for a visit.

Wave these Guaranteed Standards Of Service (GSOS) at them when you are after compensation because you may find that you could get £20-£40 when in reality they were hoping to just get away with an apology!

http://www.ofgem.gov.uk/Networks/ElecDist/QualofServ/GuarStandds/Documents1/GS%20additional%20links.doc

http://www.ofgem.gov.uk/Networks/ElecDist/QualofServ/GuarStandds/Documents1/13882-Guidance%20_distribution_%20April%202006.pdf

Another "unpublished" standard in these docs is the fact that Suppliers have to agree to a visit where a customer has requested one and the visit must have taken place within 10 working days or they automatically fail the standard. Suppliers are notorious for trying to make you wait longer because they can't get an appointment with their Agents. Thats not your problem though, it's theirs.

I wonder just how much money Suppliers are saving by keeping this under their hats? ??

There are also overall standards of service covering other visits but they will often relate to where the appointment has not been agreed with the customer and relate to timescales for types of work. These also dteail that all customer letters must be answered within 10 working days. However, compensation on these is not mandatory.

Maybe these have been posted on here in other threads or discussed before but given the recent threads I thought it may be of use to some people having trouble with their Supplier.

Regards

[threadbanner]box[/threadbanner]

t8769 · 3 January 2008 at 1:11PM

Can one get compensation for similar problems with BT?

Thanks

fatfires · 3 January 2008 at 1:34PM

t8769 wrote: »

Can one get compensation for similar problems with BT?

Thanks

I would certainly like to know that one, have been having hassle since 11/12/07

harryhound · 3 January 2008 at 2:46PM

"EGS3 (Regulation 11) Estimating Charges for Connection"

I already have a modest 4 fuses electricity supply; however I know I am the last house supplied from the West, my neighbour 200 meters away is the last house supplied from the East. So if there is ever a supply problem, I tend to cop it.

I may need a considerable increase in electricity usage, as I am thinking about installing a heat pump in place of an old anthracite fired system.

Step one would be to check that the wires to my home could cope without causing significant problems to other homes upstream, when a heavy load to get the compressor going is supplied (like a large freezer, a heat pump can cause the lights to flicker).

So I wrote to EDF the company that owns the wires, though my supplier is Scottish Power.
I got back a fairly prompt letter that said give us over 200 GBP and we will tell you.
(For that price I could hire a large compressor, wire it up and turn it on and blame a thunderstorm in the unlikely event that something unfortunate happened to the supply:D).

It is most unusual to approach a supplier of anything with what could be a big ongoing order and be told to send in a non refundable consultancy fee:rolleyes:

Did I approach the wrong company?
Is my query covered by any of these standards?
Even British Gas, in the bad old days, did not treat me like this (they just quoted a ridiculously high figure to make me go away.)

Harry.

Slightly off topic but DON'T FORGET THE WINTER STORMS NORTH OF THE BORDER:

In line with our regulators (OFGEM) Guaranteed Standards covering these exceptional situations, we will be paying compensation to customers who were continuously without power supply for more than 48 hours as follows:-

A payment of £25 will be made to customers who were without power continuously for more than 48 hours.
Further payments of £25 will be made for each successive complete 12 hour period you were without power.
Claims can be made by telephoning 0845 273 4444
or by Email: energynetworksnorthstorms@sppowerystems.com
or writing:

Storm Bureau,
PO Box 8729,
Bellshill,
ML 4 3FF
Please remember to provide your full name and address, contact telephone number and the time that your supply was interrupted and the time it was restored so we can process your claim quickly.
Claims will be accepted until 12th April 2008.

ethain · 3 January 2008 at 8:13PM

Hello

I was wondering whether somebody could give me some advice on this - we recently had a very long power cut (well on and off for 2 weeks) it was more off than it was on.

I asked the supplier about compensation and they said that i am not entitled to compensation. I find this absolutely absurd because of the length of time that we didn't have power for. I had to move all my freezer food into my parents house. we had to eat out as we had no electric to cook food (electric oven).

any advice would be greatly appreciated.

many thanks

Terrylw1 wrote: »

Official MoneySavingExpert.com Insert:

Site user Terrylw1 has usefully given other MoneySavers links (below) to the utility regulator Ofgem's website detailing how much compensation customers should be entitled to depending on their claim

Back to Terrylw1's original post...

Hi All,

On quite a few threads there seems to be issues over failed appointments resulting in some very frustrated customers. These posters don't seem to be aware of their rights to claim compensation as backed by Ofgem for the missed visit issues alone.

Attached are 2 links that will help you argue compensation with Suppliers. The documents are contained on the Ofgem website hence are in the public domain.

These docs are sent to ALL Suppliers & Agents/LDSO's etc and they have to train customer facing staff as well as enforce auditing standards.

The standards that most apply are GS8 & GS9 (EGS8 & EGS9) as they apply to Suppliers failing to comply with their site visit appointments.

Inparticular some Suppliers will even refuse to stick to some of the appointment standards and demand all day appointments which are very inconnvenient to customers who have to take the day off without compensation. Some Suppliers don't even have agreements with their Agents to do some of these timed visits.

Note that where the 2nd doc states it's not possible to define all the appointment types, this applies to Distributors as they perform many functions, not Suppliers who have a set number of options for a visit.

Wave these Guaranteed Standards Of Service (GSOS) at them when you are after compensation because you may find that you could get £20-£40 when in reality they were hoping to just get away with an apology!

http://www.ofgem.gov.uk/Networks/ElecDist/QualofServ/GuarStandds/Documents1/GS%20additional%20links.doc

http://www.ofgem.gov.uk/Networks/ElecDist/QualofServ/GuarStandds/Documents1/13882-Guidance%20_distribution_%20April%202006.pdf

Another "unpublished" standard in these docs is the fact that Suppliers have to agree to a visit where a customer has requested one and the visit must have taken place within 10 working days or they automatically fail the standard. Suppliers are notorious for trying to make you wait longer because they can't get an appointment with their Agents. Thats not your problem though, it's theirs.

I wonder just how much money Suppliers are saving by keeping this under their hats? ??

There are also overall standards of service covering other visits but they will often relate to where the appointment has not been agreed with the customer and relate to timescales for types of work. These also dteail that all customer letters must be answered within 10 working days. However, compensation on these is not mandatory.

Maybe these have been posted on here in other threads or discussed before but given the recent threads I thought it may be of use to some people having trouble with their Supplier.

Regards

[threadbanner]box[/threadbanner]

Alias_Omega · 3 January 2008 at 8:31PM

We were ment to have a meter changed on the 10th december 2007.

we received a letter from united utilities about changing the meter on behalf of british gas.

they failed to show, and we are still waiting.

worth a claim.?

SwanJon · 3 January 2008 at 10:38PM

ethain wrote: »

Hello

I was wondering whether somebody could give me some advice on this - we recently had a very long power cut (well on and off for 2 weeks) it was more off than it was on.

I asked the supplier about compensation and they said that i am not entitled to compensation. I find this absolutely absurd because of the length of time that we didn't have power for. I had to move all my freezer food into my parents house. we had to eat out as we had no electric to cook food (electric oven).

any advice would be greatly appreciated.

many thanks

Your supplier will send youterms & conditions once a year, and these include those on behalf of the distributor.

It does not guarentee you an uninterupted supply of electricity - a powercut has to be over 18 hours (off the top of my head - don't quote me) to qualify for compensation.
If yours was on and off, it sounds like it won't qualify - try your local distributor.

Katrina0412 · 6 January 2008 at 3:21PM

Im wondering if anyone can help me with this.
I moved house in June 07 and wanted to exchange a token meter for a regular billed to your house meter.
British Gas were offering the quickest exchange of my old meter so i signed up and they changed it on July17th,

I was told to wait and in a week or so call up and decide how to pay.
However long story short, I called and told the computer system was still saying i was a token "pay as you go" customer, so they couldnt give me a bill.
Ive been getting the same response, ever since we're now almost 6 months later. I called energywatch who put me through to a "higher complaints team in BG" they said theyd sort it, in 28 days, but DIdn't.
In DEcember I was advised to send a letter by a friend, I did (recorded delivery) and got a response saying they were going to amend it and send me a bill. Theyve sent me another letter telling me Ive used 300kw since july. So still no bill.
Ive called the energy ombudsman & am waiting to hear.
But seeing as THEY charge you if you refuse to pay, is there anyway IU can get compensation from them for refusing to bill me, even though ive made every attempt?
Thanks muchly
Kat.:mad:

harryhound · 8 January 2008 at 3:34PM

Don't take this advice because you are not me.
I would be very tempted to play their silly computerised systems at their own game.
Start again by saying you wanted your token meter swapped; you might find your self getting 6 months free gas.
Either way work out how much you owe them now BEFORE ANY PRICE RISE, and on the proper tariff they should be charging you and put that money in your cash ISA and earn some interest on it.

Terrylw1 · 11 January 2008 at 1:01AM

ethain wrote: »

Hello

I was wondering whether somebody could give me some advice on this - we recently had a very long power cut (well on and off for 2 weeks) it was more off than it was on.

I asked the supplier about compensation and they said that i am not entitled to compensation. I find this absolutely absurd because of the length of time that we didn't have power for. I had to move all my freezer food into my parents house. we had to eat out as we had no electric to cook food (electric oven).

any advice would be greatly appreciated.

many thanks

Hi,

Your Supplier is not legally responsible for the provision of service for equipment, the Distributor is. So, when your Supplier will refuse compensation because you need to contact the Distributor instead. Check the links which will tell you how long and under what weather conditions you can claim this.

Terrylw1 · 11 January 2008 at 1:04AM

Alias_Omega wrote: »

We were ment to have a meter changed on the 10th december 2007.

we received a letter from united utilities about changing the meter on behalf of british gas.

they failed to show, and we are still waiting.

worth a claim.?

Hi,

If it states the job was a recertification, you would need to approach the Supplier asking they obtain compensation from the MOP on your behalf to then credit your account or you could go straight to the MOP but the latter is less likely to be successful.

Recertification is an adhoc type thing, they leave them if something more important comes up. However, GSOS covers firm appointments.

GSOS applies where they have given you a firm date and/or time to be available where they need access because your meter is not readily available to them e.g. behind a locked gate, inside the hour, a locked cupboard in flats etc.

Supplier Site Visit Standards & Compensation - Know Your Rights To Compensation

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