B. Gas missed appointment compensation

November2

Hi, can someone tell me where I can find details on British Gas' site regarding compensation for missed appointments. Siemens have now missed four appointments, despite telling me my meter needs to be seen urgently!

stewie_griffin

Failed appointments come under guaranteed standards of service but I can't see anything about them on BG's website. I think for electricity it's currently £22 for each failed appointment.

spiro

Elec SOP:

8 - Make and keep timed appointments - Arrange appointments either, morning (up to 1pm), afternoon (from 12pm) or within a 2-hour timeband and keep them. - £20

9 - Make payments due under the standards - The supplier will make payment within 10 working days. - £20

Gas SOP:

3 - Make and keep timed appointments - Arrange appointments either, morning (up to 1pm), afternoon (from 12pm) or within a 2-hour timeband and keep them. - £20

4 - Advise customers of payment due under the standards - The supplier will make payment within 10 working days. - £20

As you can see its £20 per missed appointment plus another £20 if they have not paid the 1st £20 within 10wd, by 'paid' this can include a credit on your account.

Looks like you could get a nice little bonus. Obviously when you speak to them about this you can quote the standard number and wording listed above as this is direct from the regs.

November2

Hi, thankyou. Where did you find the details, I can't find anything on the site and would like to be able to direct them to their own terms if needed. I mentioned compensation after the first two missed appointments and the person on the phone just said they would pass my details on to Seimens but I heard nothing more. The first two appointments were before Christmas after an inspector said my meter was faulty, I was then told to forget all about it as it couldn't be important if they hadn't turned up!, then out of the blue I get a card saying they need to see my meter urgently and now I've two more missed appointments. Do B. Gas pay for Siemens missed appointments, the person I spoke to before Christmas at B. Gas indicated it was Siemens responsibility.

Joyful

British Gas are not advised of the dates of the appointments. Only after the appointment has taken place. You need to give BG the dates and ask for them to raise an MSOP ( metering standards ) form. They will then contact Siemens to confirm why the appointment did not go ahead. If the fault was due to the meter operator it will be them that pays the compensation.

I do believe that it may not be due if there were extreme circumstances though. ie snow but am not 100% sure. I would call BG and make sure the form was raised and someone put a note on the account to advice this. If not give them all the dates again.

stewie_griffin

spiro wrote: »

Elec SOP:

8 - Make and keep timed appointments - Arrange appointments either, morning (up to 1pm), afternoon (from 12pm) or within a 2-hour timeband and keep them. - £20

9 - Make payments due under the standards - The supplier will make payment within 10 working days. - £20

Gas SOP:

3 - Make and keep timed appointments - Arrange appointments either, morning (up to 1pm), afternoon (from 12pm) or within a 2-hour timeband and keep them. - £20

4 - Advise customers of payment due under the standards - The supplier will make payment within 10 working days. - £20

As you can see its £20 per missed appointment plus another £20 if they have not paid the 1st £20 within 10wd, by 'paid' this can include a credit on your account.

Looks like you could get a nice little bonus. Obviously when you speak to them about this you can quote the standard number and wording listed above as this is direct from the regs.

I thought electricity payments had risen to £22 or is that E.ON only? (see page 5)

http://www.eonenergy.com/NR/rdonlyres/6C6DCB4D-9FE5-4661-B552-3DDF86D92689/0/D4081WE119407GoSinsert20ppweb.pdf

Joyful

You are right. It is now £22

spiro

The details I posted was not from any suppliers website but from an old BBC article on the subject so the rates may have been increased. http://www.bbc.co.uk/watchdog/consumer_advice/latest_utility_tables_pic.shtml

The wording is from OFGEM so suppliers cant disagree.

Siemens are acting as an agent of the supplier so the compensation is still due, I suspect BG have to pay it and then claim back from SIemens it its their fault.

For it not to apply I think they have to declare a 'force majeure' in the area.

t0rt0ise

These are the ones I quoted to British Gas http://cfe.custhelp.com/app/answers/detail/a_id/6445

I claimed £22 a go because someone here had said it had gone up and they paid me that first time and then found out that that was wrong and it was still £20 but they didn't bother taking the extra back. That was back in December so it may really have gone up now, I don't know. In order to get BG to pay I had to raise a complaint. Even then she argued about it and I had to stand my ground. In the end I got £84 for two missed appointments.

November2

Thank you for all your advice. Will quote GGS3 at them. Only problem with the pre Christmas ones is I can't recall the exact dates. B. Gas should be pulled up for not having these terms on their web site!