Energy Complaints?

Iffy_Wallet

Hi.

Normally family and friends and tough enough to fight their own battles. But I was hearing from close relatives last night how they hadn't been well, and how they were having a difficult time with British Gas.

Now, normally, I would expect people to fight their battles with the appropriate company, and if unable to get a sensible outcome, to refer the details to Energy Watch. So I looked up Energy Watch - http://www.energywatch.org.uk/ and they say that they have merged to form Consumer Direct: http://www.consumerdirect.gov.uk/

I had a look at this website, and the energy advice is:

a) How to write a letter - including template. (Thanks, but family and friends are able to write a letter !!)

b) Priority Services *

*

If you are a domestic consumer and are of pensionable age, have a disability, are chronically sick or hearing and/or visually impaired, your energy provider has an obligation to provide a range of free services, designed to make your life easier, so don’t miss out on a service you are entitled to. At this time, such services are not available for consumers using Liquid Petroleum (LPG). You should contact your provider to find out what is available, but it may include one or more of the following:
Password protection scheme
Your own personal safety is really important and to make sure you know a caller is genuine, you can agree a unique password with your gas and/or electricity supplier that will be used whenever a member of their staff visits your home. By doing so, you can protect yourself against ‘bogus callers’ pretending to be from your gas and electricity supplier.
Accessing Prepayment Meters
If you are unable to access your gas and/or electricity prepayment meter then providing that it is safe and practicable, your supplier can move this to a more accessible location, free of charge.
Meter Reading
Did you know that your gas & electricity supplier is only required by law to read your meter once every 2 years? Without accurate readings, many people have found themselves faced with large ‘catch up’ bills running into thousands of pounds.
It is very important that your bills are based on the energy you are using. If no one in your household is able to read your gas or electricity meter, your supplier will arrange for your meter to be read every quarter and bills sent out to you based on these readings.
Bill Nominee Scheme
If you would like your bills or a copy of your bills, to be sent to a friend, relative, or carer’s address so they can help you read and check your bill, your supplier will arrange this on request. They are also able to send you a copy for your information, if required.
Special help if your gas supply is disrupted
If your gas supply has been disrupted or turned off for safety reasons and all adults living in your home are eligible for the priority services, your gas supplier will provide you with alternative cooking and heating facilities.
Advance notice if your electricity supply has to be interrupted
If you rely on electricity to power vital medical equipment in your home, you can get advance notice if your supply has to be interrupted for planned work. This should help you make any necessary arrangements.
Services for visually impaired or hearing impaired consumers
Your supplier can provide consumer information, including meter reading and bills, in a format suitable for you, whether it is in braille, large print, on audio tape, via textphone or typetalk. If you wish to make a complaint or enquiry, they can also help you do this.
Gas Safety Check
If you are eligible for free services, own your home, receive an income based benefit and live alone or live with other adults all of whom are eligible for free
services or live with others, at least one of whom is under 5 years old then you are entitled to receive an annual Gas Safety Check of your appliances and other gas fittings.
Moving Meters
If you live with a disability and are unable to access your gas and/or electricity meter, then your supplier may be able to arrange for your meter to be re-positioned for you free of charge.
Energy Grants
Up to 60% of the heat you pay for could be lost without adequate insulation. There are energy grants available to install loft and cavity wall insulation, a central heating system and to repair or upgrade an existing heating system.

c) Elderly and vunerable

So where's the "yes, you've corresponded intelligently and responsibly and been given the absolute run-around by your energy company. Now how can we help in arbitration" type link? Does this mean that this new organisation is no longer a watchdog, no longer has any teeth and has effectively been pasturised and sterilized?

KimYeovil

Yes.
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