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

Terrylw1

jalexa wrote: »

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

The Balancing Setlements Code. Its the code which dictates how suppliers, their agents, distributors and some other parties signed on, operate.

To enter the industry in a role governed by it, you have to agreed to be a member of the code.

It largely dictates processes between each party, the how and when, etc. It also covers the whole settlements side of the industry which is the collection of data from your meter point, what consumption whether actual or estimated is submitted for aggregation and the bill from a distributor to the supplier.

A BSCP is a documented practice contained inside this code. So, a meter change for instance contains multithreaded processes between suppliers, agents, etc. The BSCP states how they do this, the method of communication, industry required service levels, etc.

Every year, Elexon who handle BSC governance with other dedicated parties, conduct independent auditing via PriceWaterhouseCoopers or a company winning their tender. Elexon can also conduct Technical Assurance Visits aimed at assesding a supplier on specific concerns. It like ofgems "flying visit", not that I've ever heard ofgem bothering...Elexon I know have done this.

undaunted

I'd suggest you contact Consumer Focus and ask them to resolve this for you given that I think you've said you have mental health problems hence appear to be a vulnerable customer.

If you are happy to have a PPM fitted there would appear to be no reasonable basis for you incurring warrant costs. It seems typical of Npowers bullying attitude to seek to add a couple of hundred quid to your bill needlessly rather than put some effort into addressing a problem reasonably.

Perhaps you could arrange for someone to be in with or for you when the visit is arranged?

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

Adam, i have not heard back from you yet???

raven83

undaunted wrote: »

I'd suggest you contact Consumer Focus and ask them to resolve this for you given that I think you've said you have mental health problems hence appear to be a vulnerable customer.

If you are happy to have a PPM fitted there would appear to be no reasonable basis for you incurring warrant costs. It seems typical of Npowers bullying attitude to seek to add a couple of hundred quid to your bill needlessly rather than put some effort into addressing a problem reasonably.

Perhaps you could arrange for someone to be in with or for you when the visit is arranged?

What is consumer focus?

stewie_griffin

raven83 wrote: »

What is consumer focus?

http://www.consumerfocus.org.uk/get-advice/energy

Don't know if you can contact them directly or whether you need to be referred by Citizens Advice (previously Consumer Direct).

Terrylw1

raven83 wrote: »

Adam, i have not heard back from you yet???

Its likely it will take a day or two but your issue is straightforward.

Like I said, push a complaint and listen to Undaunted who has seen a lot of high level complaints on this board. No offence to the npower rep who is trying to help and I'm sure has another job to do since npower reps seem to select some threads to help and not others...so i can only be suspicious when you compare this to the Eon reps who help on loads of threads for their customers.

undaunted

Consumer Focus link was posted above so you probably have the idea by now but here is a page referring to vulnerable customers and the priority service register

http://www.consumerfocus.org.uk/get-advice/energy/households/help-for-vulnerable-consumers

and the energy retail association guidelines, which Npower supposedly follow, for vulnerable customers are here

http://www.energy-uk.org.uk/publication/finish/30/308.html

Good luck

raven83

well i still havent heard anything as of yet hopefully will hear something tomorrow and hopefully they will get my letter.

Terrylw1

Doesn't sound very good since the Npower rep should be trying to prevent an escalation to a complaint, but can't communicate with you when you ask? Have you mailed him again or just posted on here? A post may be missed as not all companies seem as committed to MSE.

raven83

just out of curiosity, what happens if they come to fit a ppm and they can't fit it for some reason then what happens to the debt?