British Gas continue to harrass the elderly for readings

[Deleted User]

I would like an answer by a B.G. rep why you continue to use hired call centres to bombard elderly and infirm people to get the readings for them over the phone, today I met an old lad who s sight was so bad, and his health, he could only read with the help of a large magnifying glass, and he was phoned to get his readings. It was known about this by B.G. too as it was on my handheld computor. I meet hundreds of old folk complaining about this money grubbing exercise by the Utilities. Its not just B.G up to these tricks neither, My old Mum,(91 ) currently in hospital after a fall in the street, has just told me she got a call from EDF for her readings and ended up standing on a wobbly stool with a torch in one hand trying to read a small digital meter. I wonder how many broken hips etc have happened since they started this shocking exercise

McKneff

Ivebeen with EDF for years and they have never rung me for my readings to be honest. I get a letter asking me to take the reading and phone in or do it online.

Is it possible for you to do your mums readings on a weekly basis and write them down for her, so that when they ring they are to hand straight away, it really doesnt matter that they are a few days out of date.

If readings are hard to take, there is always 'please ring me back tomorrow when I will have them ready for you.

'Bombard' is a bit OTT, if they ring and are asked to ring back tomorrow, they ring back tomorrow, give them the reading, no more calls.

[Deleted User]

Ok Mckneff, how old are you ? you are not very infirm,aged, of very poor eyesight or shakey on your legs are you.? I am in the position to know exactly whats happening and "bombard " is about right. I spend all day visiting the elderly at their homes and am in a position to know what exactly is going on. I am still waiting for an official B.G. reps answer. The Utilities are operating out of control acting like a bunch of money grabbing cold callers flogging double glazing..B.G. seem to be the biggest transgressors, have not heard of this sort of cold calling from EON or Npower
They are phoning a section of the population who are not online, and that mostly is the elderly.

Terrylw1

I know Npower use it in resolving problems with readings but not at the same time as a visit is due as you highlighted before as it would simply be a waste of money to employ people to do it.

Terrylw1

It would be interesting to know if these people are on the Priority Services Register.

It would also be interesting to know whether a Special Needs is in place.

These would tell their staff about the ability of the person to take the reading as they could combine it with the Meter Location to determine if it is acceptable or not.

Meter Location markers are not always accurate and get defaulted to Unknown. Where they contact someone like this, do they ask for the Meter Location to be updated if it helps them understand why they shouldn't call them for a reading again?

[Deleted User]

They are just phoning around, sometimes automated, sometimes personal calls, nothing to do with special needs, or priority services, just an exercise in money saving. Like I said, todays example of a quite old visually handicapped man, who can only read with a large magnifying glass, was definitely on a priority services register, was targetted by the call centre to give them his gas and electric readings. They are taking no notice at all of any known health problems. It said very clearly on my handheld " visually handicapped " . The old lad was very apologetic to me that he tried but could nt manage to get under the stairs to his meters, He was prob around 85 and not good on his feet either. I ve just filled in another "bbc watchdog" online story as I know they ve got it in for B.G. no wonder with their antics. This sort of thing is very common now with B.G. and is happening all over. They even have the cheek to say that the meter reader is nt coming around anymore and other lies just to get the reads, so they must be on commisions.

Terrylw1

If its on your handheld, the supplier will know about it. Its the Special Needs category.

So is it a process/training/quality problem or is it simply a senior management strategy?

One to send to that Ofgem Whistleblowers address.

[Deleted User]

I will Terry, I ve just sent a very serious one in, about a previously bypassed prepaymeter which was in the front room with all the "live" connections on view, where a new occupier ( young lady and child ) had just taken tenancy and had no idea how dangerous the meter was. Even OFGEM have to take this sort of thing seriously with their no minimum inspections policy. I ve got a few more in the pipeline also.

Terrylw1

It would be worth knowing how many meter readers have reported that before you. Your company should be able to find that out with it being a data item of the handheld.

Hope you're mum's OK.

[Deleted User]

thanks Terry, she was looking good last night, happily watching the Olympics on telly, That dangerous meter, an EDF meter, would prob not have had anyone get in the property in years as there is only me doing this area for the last 4 years. Have never known EDF do any " must be reads " at all for both credit and prepay. because I do them all, as well as all the quarterly reads. I have asked EDF revenue protection to let me know the length of the bypass, but I dont expect a reply, they l be too embarrassed. My company, G4S, wont be happy at me either, as they are only interested in keeping the supplier happy

ollski

Is it not possible for the customer to say they are unable to access the meter?