Gas Engineers Missed Appointments

swingtop

Hi all just to let you know if an engineer misses an appointment you will usually get a goodwill gesture. British Gas gave me £20 yesterday because the engineer was an hour late:beer: If you have suffered financial loss or out of pocket expenses they will normally refund these as well

Joyful

Hi Swingtop the first part is an amount set by the Regulators so all companies have to abide by this. You have been very lucky if you received any extra as all that may be paid are telephone calls and now that the number is a freephone this should not happen. Financial loss is definately not covered by BG..

MothballsWallet

I got a £20 credit from my supplier (Ebico/Scottish & Southern) after an engineer (from Eon) missed the original appointment to change my meter. Apparently, he "didn't read" the note on the job sheet to go to my neighbours to be let into the house...

Then later I discovered that he didn't pass on the final readings from the old meter (Economy 7) and the start reading from the new one (single-rate). It was a good job I checked.

swingtop

Joyful wrote: »

Hi Swingtop the first part is an amount set by the Regulators so all companies have to abide by this. You have been very lucky if you received any extra as all that may be paid are telephone calls and now that the number is a freephone this should not happen. Financial loss is definately not covered by BG..

The fee is set to £10. British Gas stated that if a letter from my employer said i has lost wages as a result of the missed appointment, then these would be refunded. I have kept the email for future reference!!!

Joyful

This is taken from Consumer focus.....
Where the consumer informs their supplier that they want the operator to visit the property, or the supplier informs the consumer that a visit is necessary, then the supplier must ensure that an appointment is offered and kept - this standard is similar to ESGS8, but is used to record metering activities such as meter provision, operation (repair and maintenance) and meter reading.
The consumer can expect to receive an appointment time within a reasonable time frame and, once the appointment has been agreed, they can expect the appointment to take place as planned. If the supplier does not offer an appointment or keep the appointment, they must pay the consumer £20.
If you have it in writing as £10 the person is incorrect. I have dealt with many complaints in my time at BG and can assure you the scripting is always we do not pay for lost wages as you may earn £5 ph and another may earn £100ph. That is why there is a statutory amount of £20. If you have anything in writing I expect that the person will not be employed for long if she is writing this unless there are exceptional circumstances.

swingtop

Joyful wrote: »

This is taken from Consumer focus.....
Where the consumer informs their supplier that they want the operator to visit the property, or the supplier informs the consumer that a visit is necessary, then the supplier must ensure that an appointment is offered and kept - this standard is similar to ESGS8, but is used to record metering activities such as meter provision, operation (repair and maintenance) and meter reading.
The consumer can expect to receive an appointment time within a reasonable time frame and, once the appointment has been agreed, they can expect the appointment to take place as planned. If the supplier does not offer an appointment or keep the appointment, they must pay the consumer £20.
If you have it in writing as £10 the person is incorrect. I have dealt with many complaints in my time at BG and can assure you the scripting is always we do not pay for lost wages as you may earn £5 ph and another may earn £100ph. That is why there is a statutory amount of £20. If you have anything in writing I expect that the person will not be employed for long if she is writing this unless there are exceptional circumstances.

I think this relates to British Gas Trading. I was talking about British Gas Services, who are not actually regulated by any body.