npower warrant of entry, questions. ***UPDATE***

chanz4

It wont be hard for them to check, if its gas it registers when they are on site. Also the meter operators record door colours etc. Its dependant on the fuel, but some require a min of 6 working days on gas and electric its dependant if its a lowri beck area.

Terrylw1

chanz4 wrote: »

their isnt a guideline which states x3 attempts

Maybe not in law or industry process, but is it their internal process? If so, they have failed to keep the customer informed.

Another question to the OP is who they speaking to. If call centre, its going yo be a process failure, if collections staff, they should be making the customer aware of a future warrant if they will not be able to prove they have done hat they should.

Terrylw1

DUTR wrote: »

Raven I'm not sure why you think that the response will not be a standard reply, it is not an attack on you, look at it from the other side, you are in arrears of a good 12 months gas, and no sight of a prompt resolution, the company has 28 days to respond to the letter and in that time the court date will arrive. The 3 dates offered naturally should be before the 24th, so it would seem that you are trying to delay, I'm no JP but I'm sure someone in 'authority' is going to pick up on this. You must have some family or friends around who can occupy the property for the change to take place, that way you can ensure the meter change proceeds

Given its hit a complaint stage, there will be contact between the teams involved. The complaints team will also be checking everything up to the warrant to ensure no mistakes.

It won't take 28 days to find this out and resolve it, for a start ttge customer has offered resolution on two occasions. The complaints team IMO will ask for the warrant to put on hold for one last attempt to resolve this. They also need to investigate and compensate for the 3rd attempt.

Collection activity always gets put on hold by a complaint since collections staff are often chasing erroneous debt. If the warrant hadn't been set, it wouldn't even be considered until the complaints team had finished with it.

chanz4

Companys dont have to disclose an internal process, if when reviewed the customer maybe seen as a time delayer they can go straight for a warrant once the rights of entry notice has been sent.

Now most suppliers do a doorstep visit prior to warrant, and also a posted notice of intent. Inregards to the letter saying about going to court, think the op has misread it.

chanz4

Terrylw1 wrote: »

Given its hit a complaint stage, there will be contact between the teams involved. The complaints team will also be checking everything up to the warrant to ensure no mistakes.

It won't take 28 days to find this out and resolve it, for a start ttge customer has offered resolution on two occasions. The complaints team IMO will ask for the warrant to put on hold for one last attempt to resolve this. They also need to investigate and compensate for the 3rd attempt.

Collection activity always gets put on hold by a complaint since collections staff are often chasing erroneous debt. If the warrant hadn't been set, it wouldn't even be considered until the complaints team had finished with it.

They have the option to re-schedule it, however depends whos pulling the strings as x2 failed nearly £1k oustanding....... now if it was their internal meter fitter meter plus will be very easy for them to check if they attended.

Terrylw1

Suppliers and all parties signed onto the BSC have to construct all internal processes that link to BSCP's to be compliant under the BSC. They are audited on these processes and regularly engaged with work with Elexon.

For anything involving data flows, they are covered by the BSC.

A rule like 3 attempts would be outside of this, but it would be willing the realms of ofgem if required with it being a service thing.

nPower

Hi raven83,


I'm sure your complaint is already being looked in to but I'd like to speed the process up.


If you could send your details to forumresponse@npower.com, I'll be able to try and get this sorted for you.


Many thanks,


Adam

jalexa

Terrylw1 wrote: »

Suppliers and all parties signed onto the BSC have to construct all internal processes that link to BSCP's to be compliant under the BSC.

Translation please. What is "BSC and BSCP"? This is a consumer forum not a convention for industry insiders.:(

raven83

nPower_company_representative wrote: »

Hi raven83,


I'm sure your complaint is already being looked in to but I'd like to speed the process up.


If you could send your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], I'll be able to try and get this sorted for you.


Many thanks,


Adam

Thankyou Adam i will email you shortly.

Terrylw1

raven83 wrote: »

Thankyou Adam i will email you shortly.

Whilst any route will help, don't be disuaded from a complaint if you need one.