Gas cut off by national grid...

jezebel

This is a long story, I'm posting the history for fullness but you can skip to the end

I've had national grid outside my house replacing pipes for 2 1/2 weeks now, I had a card through the night before they were first starting to do work and called to say that I couldn't be here and needed more notice due to working (as they do) monday-friday. This was ignored as the engineers knocked as I was on my way out to work, I explained the situation and they went on their way.

I got another card the next day, to which I rang again, told them again that I needed more notice (at least 2 days) and that I couldn't be there the day that they had arranged as I was working.

I had another card through this week, got it Wednesday night when I got in from work, to be honest it slipped my mind to ring them again on thursday. They were due to do the work on Friday and I noticed that they had moved the barriers been there two and half weeks so I noticed they had moved, but thought not much of it.

I turned on the taps this morning to no hot water and on investigating it appears that they have done the work to disconnect me and I didn't know, I was in all day yesterday so this must have happened some time on Friday. The cards did say that for safety they may need to disconnect gas overnight, but Friday to Sunday to me is not acceptable. When I called the out of hours line the guy was helpful but said no-one can come out to reconnect me and that I'll be without gas for rest of day, and possibly tomorrow (or until I can be here for work to be done). My issue is that I have 2 full weeks at work and can't take a whole day off, I have offered two hour slot that I could be here as I could take some time from work but am not sure where I stand.

My questions are:

1) Is this legally acceptable? I don't think I have much recourse but someone else might know.

2) How much notice of work do they have to give if its not an emergency? (If it were transco (as was) then I'd understand but its routine maintenance).

3) Who do I complain to if I have a complaint about the service? Is it Ofgem or is that just for gas suppliers?

4) Can I charge them for extra wooly jumpers? Okay, just joking on that one but thankfully i have electric oven or else it'd be a cold,cold night in my house

Gman0365

1) I can't answer this one!

2) Its 5 working days notice for planned interruptions. National Grids Standards of Service can be found here:

http://www.nationalgrid.com/uk/Gas/OperationalInfo/operationaldocuments/GOSOS/

3) You can complaint to National Grid either by phoning them or in writing. The complaint will be dealt with in line with the above mentioned standards of service document. Ofgem do not get involved in consumer complaints. The ultimate body responsible for complaint or dispute resolution is the Energy Ombudsman, however, there are several tiers of complaint handling within National Grid so it should never need to get to that stage. See here:

http://www.nationalgrid.com/uk/Gas/About/complaints/

4) If you are deemed to be a vulnerable customer by National Grid then you would be eligible for alternative heating or cooking facilities to be made available to you. You would have to contact National Grid to find out the criteria for this.

amcluesent

Send a recorded letter of complain to the CEO. IMHO, The best you can hope for is a £50 voucher.

the

A further point to note,

Assuming the work is being carried out by a contractor on behalf of the national grid, once it has been completed, you will have to telephone the national grid to have the system purged, and this could take a further 4 hours response time.

jezebel

Thanks for all your advice, comments. I'll follow this up with them (hopefully this morning).