National Grid Metering: Missed Appointment

There_Goes_Trouble

Just a follow up post in case anyone in my position stumbles across this thread as I did.

I rand BG again and put my point across again to the chap on the phone, I kept calm and polite but just asked several times why no one was calling me back when they said they would, or at least within their own stated timescales. He had everything on his computer including my email complaint, so he said he would re-send my email through and someone would contact me, I asked him to emphesise that I was happy to converse by either email or phone, but if phoning to please use my mobile, and if I didn't answer (I am often driving)to leave a name and phone number that I could call back.

I didn't hold my breath for a call back.

However, next day I had a message, on my mobile, with a name and number for me to call. I spoke to a helpful lady who arranged a Saturday appointment for me, and offered £20 as compensation for my wasted time and expenses incurred in contacting them. She said that the delay in responding to my email was due to problems with the computer system.

I accepted, apparently the cheque will take upto 28 days.... I am counting!!

My Saturday appt is on 28th. At present I don't have a time slot, but she said she would call me 3 days before to let me know a time as I said I could not sit indoors from 8am till 5pm on a Saturday as I have things I have to do. She also gave me a landline number to call if there are any problems on the day.

We'll see....

Terrylw1

Well that's good. Its not an obligation but the are willing to act with transparency.

I think if it became a complaint, they would throw that payment at a customer just to calm it down.

macman

macman wrote: »

Further follow up: I received my £25 cheque as advised.
The job was rebooked for this evening, but once again they failed to show. I did receive a phone call an hour after the end of the booking time offering me an appointment later this week, which I accepted. Then no more than 15 minutes later, I received another phone call advising me that they could not attend tonight and would I like another booking...
So I'm rather hoping that the guy's who do the meter work are more competent than the admin side.
Must dash now, as I'm off to claim my further £25...:D

In conclusion, the meter was finally changed at the third attempt. A further £25 has been offered by NGM for the second missed appointment.

[Deleted User]

Not bad macman, thought you might get the triple up. they will be having another go soon when its time to change both meters for smarts

There_Goes_Trouble

Terrylw1 wrote: »

Well that's good. Its not an obligation but the are willing to act with transparency.

I think if it became a complaint, they would throw that payment at a customer just to calm it down.

I do appreciate that. I didn't ask for compensation, it was offered so I accepted.

Realistically, it could all have been avoided if the guy had just rung me to say he was held up elsewhere and couldn't make it. I have done a job which involved home visits to clients so understand how easy it is to get held up, delayed, caught in traffic etc, but you should always keep your clients informed so they're not sat waiting for you when you're not going to make it. Even if you don't know how the client is going to react, you still have to make that call. It's called being professional.

Anyway, it's all sorted and I've got a Saturday appointment.... as long as someone turns up!!

Agile

I wasted all day waiting for National Grid to come to fit a new gas supply in the street to a meter on the outside of my property.

They required me to be there between 8 am and 5 pm and I complied with that request as I did not want them to have any excuse for not doing the work.

As usual no one turned up and I received no telephone call. The appointment was made by telephone a week before.

Does anyone have experience of missed appointments for new connections from National Grid rather than meter readings and changes?

jimjames

macman wrote: »

There was access-I was there all day.

We had the same thing with letter saying meter would be changed on certain date. We were home and by the time we realised the person was at the door (poss 20 seconds) they had already gone back to their van and closed the job.

As a result despite being booked for the appt at that address that day and sitting outside the house with us home they were unable to do the meter swap and had to book it for another day.

It's now been swapped but the conversion to metric caused some confusion! This might be of use for when your meter is finally replaced

http://uk-solarpanels.blogspot.co.uk/2012/10/gas-meter-imperial-metric-conversion.html

Terrylw1

Agile wrote: »

I wasted all day waiting for National Grid to come to fit a new gas supply in the street to a meter on the outside of my property.

They required me to be there between 8 am and 5 pm and I complied with that request as I did not want them to have any excuse for not doing the work.

As usual no one turned up and I received no telephone call. The appointment was made by telephone a week before.

Does anyone have experience of missed appointments for new connections from National Grid rather than meter readings and changes?

Did you book this through your supplier? Its the same as a meter change if so in terms of coverage for compensation.

chanz4

Terrylw1 wrote: »

Did you book this through your supplier? Its the same as a meter change if so in terms of coverage for compensation.

It wont always have a supplier if their is no gas main.

Terrylw1

chanz4 wrote: »

It wont always have a supplier if their is no gas main.

Very true, its a bit vague so I was thinking about a new meter connection.

I've just checked the legislation site and it only defines it as "relevant operator" so it could apply to distributors on that basis and readers.