E on meter change problems!! Grrrrr

lindos90

A few weeks ago my elderly mum got a letter to say her electriclty meter needed changing, and to call to arrange an appointment. The letter stated that any 'sensitive' equipment like digital receivers or computers needed to be unplugged, and to tell them when making the appointment if she had a disability.

She did this, and arranged for someone to be at her house to unplug her electric chair and virgin + box etc...no one turned up...this happened twice.

I then said I would call and sort it. I called and explicitly told them my mum had a digibox/virgin+ box, an electric chair and mobility problems. They said they would note this, and gave me a new time and date.

Two weeks later she recieved a letter saying the E on van was going to be in the area in the near future, and would just turn up and do it without contacting her.

I called again with this info, and was told the appointment date I had made was still on the system, and they would cancel the 'unplanned' visit (this happened twice also!!)

Yesterday (saturday) she calls me in a panic, she was just about to have a bath when she hears noises outside, goes downstairs with difficulty and finds an eon man about to disconnect her meter!!...they are not due to come until 4th may!!

I even put a card in the meter box saying 'sensitive and disability equipment in use please do not change the meter without contacting tennant' !!

I know people hate the 'what ifs' but she has no window in her bathroom, if she had got in the bath (using her bathlift) she could have been in complete darkness, or if she had been reclined in her electric chair, she would have been unable to get back out!! (added to the fact that the power surge may have damaged her digibox etc!).

Is there an e on rep on here who can help?? How can I make sure they come back on the appointment date? ..ringing the appointment line clearly does not work!

Sorry for long post, just feel really fustrated, and worried about my mum.

cally6008

if it helps, i had the same letter and booked my slot via email and got a prompt reply and appointment set up

spiro

Remember for each appointment they missed they owe her £20 plus another £20 if it was not paid to her or her account within a week.

Andy_WSM

cally6008 wrote: »

if it helps, i had the same letter and booked my slot via email and got a prompt reply and appointment set up

As did I. Appointment set & meter changed within the week. Engineer on site time, prob not even 45 minutes with time to drink the cuppa I made him.

dunloadin

Andy, thanked you post as anyone making a cuppa for the meter worker deserves one!

If the OP has had two missed appointments then they should be entitled to compo, unless the meterworker called round and left proof they had visited (i.e. a card).

Knocking the power off is important (unless the meterworker has a death wish). The reason Sky/Computers etc should be switched off prior to work going ahead lessens the load on the house when the power goes back on, and also negates any liability due to lost work or broken bits when the customer restarts them.

The stairlift should have battery backup and still work with the power off.

lindos90

spiro wrote: »

Remember for each appointment they missed they owe her £20 plus another £20 if it was not paid to her or her account within a week.

Are you pulling my leg about this?

spiro

lindos90 wrote: »

Are you pulling my leg about this?

NO!

http://www.bbc.co.uk/watchdog/consumer_advice/latest_utility_tables_pic.shtml

lindos90

cally6008 wrote: »

if it helps, i had the same letter and booked my slot via email and got a prompt reply and appointment set up

I might try email to confirm the appointment she had booked, at least it will be proof, which is more than the phone calls, which they seem to take no notice of.

I called again today about the unplanned visit on saturday, they had no explanation for it, said there was a visit planned for 4th may, (which I booked a couple of weeks ago) and there was still an unplanned visit pending, and they still had no note of sensitive equipment, disability equipment or her mobility/frailty!!!

He said he would cancel the unplanned visit, and put a note on the account about the other issues (ive been told they would do this four times now!!!!)

spiro

When your mother signs up to any supplier she should advise them that she is elderly and has medical related equipment (stair lift, bath lift). The supplier should record this and also pass it to the meter reading company, meter maintenance company and distributor (company responsible for cables). That way they will always be aware that interupting her supply could cause her problems over and above the usual ' the lights have gone out'.

lindos90

spiro wrote: »

NO!

http://www.bbc.co.uk/watchdog/consumer_advice/latest_utility_tables_pic.shtml

Mmm interesting, may persue this, but my main concern is my mums safety, and them not doing the meter change unannounced.

I asked today how to make a complaint about the missed visits, poor communication/response etc, and was given the address below (just in case it helps anyone else searching)..

Complaints dept.
241 high street
Kings winford
West midlands
DY6 8BN

lindos90

dunloadin wrote: »

Knocking the power off is important (unless the meterworker has a death wish). The reason Sky/Computers etc should be switched off prior to work going ahead lessens the load on the house when the power goes back on, and also negates any liability due to lost work or broken bits when the customer restarts them.

The stairlift should have battery backup and still work with the power off.

We keep telling them she has sensitive equipment, disability eqipment and is frail/disabled, but they just dont seem to make a record of it on her account:(

Its a reclining chair, not a stairlift, so no battery backup.