EDF Warrant issue!!

blausmartie

Hi, I'm not sure if I've posted this in the correct area, so apologies if in advance, if it isn't.

After a massive struggle and hours being on hold, trying to get the correct meter readings, we finally agreed on the correct bill. As soon as this was done, I received a letter informing me of action to gain a warrant, in order to gain access to my property for pre-payment meters to be installed. I contacted EDF immediately and, having no issue with pre-payment meters being installed, agreed on a date for the installation and a repayment plan. The dates were the 28th Aug '12, for the electric, and the 20th Sept '12, for the gas. EDF suspend the warrant. We're all happy.

I come home on the 21st Aug to find a card saying that an EDF engineer had called to do work on my meter and I need to contact to rearrange. I phone immediately. EDF say, after first claiming this was pre-visit, that the an engineer happened to be passing and called on the off chance, and that the 28th Aug still stood. The 28th arrives, and no EDF engineer, I call again and wait on hold for ages. They say, that there was mix up and reschedule work for both meters on the 20th Sept. I receive a letter confirming this on the 30th, and another letter apologising and compensating me £22 for the inconvenience.

Now I come home today, the 5th Sept'12, to find the contents of my electric cupboard in my living room. Both meters have been changed over and a letter saying an engineer visited with a warrant.

I call EDF, after an hour on the phone, this is what they say has happened. When I phoned and agreed the 28th Aug and 20th Sept, they suspended the warrant. When they mixed up the 28th appointment, with the 21st, they reinstated the warrant. Even though I contacted them, they accepted blame, rearranged and compensated me. They have dropped the warrant cost, £90 I think, and the call out cost, £60 I think. They've said they'll pay for any damage caused by entry or changing the meters.

I don't know how EDF got in, my spare door keys were posted through the front door. I can't see any forced entry and I feel totally violated. I took every step to prevent this happening. I've spent, literally hours waiting on hold, over the past few months contacting them. Am I wrong to find this unacceptable? What should my next course of action be, if any?

Thanks for any help and advice.

chanz4

If no damage zero, they will of picked the lock

Terrylw1

You should raise a complaint about this.

The question is, did they obtain a warrant under false pretences? This is a very serious issue and someone much more senior than a complaints team advisor should be answering for that.

Whilst they have accessed your property without your consent and via a warrant they didn't need, they could have embarrassed you in front of your neighbours and some people would not like being made to feel this way.

I suggest you look for information on requesting a Rights Of Entry (ROE) warrant and when it can and cannot be applied.

http://www.legislation.gov.uk/ukpga/2000/27/contents

Its well known that everything has to be checked before applying for a warrant. Its very possible that its not an error but some ignorant collections manager deciding not to wait any longer.

In terms of the other issue...engineers don't make "pre-visits", that's a lie. They also font call in when in the area as they are booked out. If a job fell through, they will fill in with other work but not on guaranteed appointments like yours. By paying for that failure, the supplier has admitted liability for their mistake or their Meter Operator.

Add this to your complaint as you have been lied to and messes about...job booking has a full electronic audit trail so they know what has happened and why and you haven't had this explained properly.

blausmartie

Thanks for the reply. As I type this, my blood is boiling. Having moved all the contents of my electric cupboard, out my living room where they were dumped and left, I discover my carpet has been ripped.

I've clicked on the link to the utilities act, I'll be honest, it's way over my head. I'm not even sure who to complain to, or what to put in the letter. I'm sorry if I seem naive or simple. It may be down to the fact I am so angry, as I done everything to prevent this, and they've treated my home with zero respect.

I'm not even sure if I can prove they've even done this. This is absolutely disgraceful. I've got a ripped carpet, all because someone mixed up the visit dates.

victor2

Photograph as much of the mess they made as you can before you sort it out.
Document everything and keep any correspondence.
Put everything in writing from now on and send a complaint letter, clearly headed COMPLAINT, recorded delivery, keeping a copy for yourself.
Details of how to complain are at http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml
If they phone you, keep it civil but brief and ask them to confirm anything said in writing. Bit of a pain, but far better than relying on phone calls.

chanz4

I know the utility act well, the warrant is under section 40 of the rights of entry act. The warrant its self is to access their metering equipment, the notice required is the one where they say they have intention to apply for a warrant.

A warrant can be applied for anytime once a debt has been outstanding for 28 days, only 48 hours notice is required for a warrant to an occupier. However their is an option for the supplier to apply for a no notice warrant, its all dependant where your case was when you made the arrangements as it may just of been a suspended application.

Is the act you want, Rights of Entry (Gas and Electricity Boards) Act 1954

In regards to property damage, they will put a strong case up as the locksmith, engineer/ agency will act as witness and claim no damage so be up for a fight.

Terrylw1

By suspended application, do you mean internal hence it had not been applied for in court...as go give a new date for when they will apply?

I thought you would come along as you know loads about this side Chanz.

If the warrant had been granted, would it be their choice to implement it? If so, I think the customer has a complaint as they made other agreements which should have been clearly noted for the collections team to see. The data flows also leave an electronic audit trail for job booking.

I think it will be important to determine all of this. I've been around collections teams and see them overrule agreements just to clear it up quicker, with no concern for the customer...not that I'm suggesting everyone operates this way. So, it will, important to understand if its miscommunication or deliberate action.

blausmartie

Thanks for all the replies. My post arrived today. Three letters from EDF, two gas meter cards, to add to the gas meter card I received yesterday, and a letter threatening legal action for my outstanding balance. It's the same letter I received the first time, say a court warrant for rights to entry. I have already agreed to on the balance and arrange a repayment programme and for meters to be put in. The meters have been replaced, hence my first post! I'm really beginning to stress because of them. Could this mean they may possibly send someone around to break in... again? In all my life I've never dealt with such an inept organisation. I really don't want to phone, as it means I'm waiting for over 25mins on hold.

blausmartie

Just called, they're closed! They say they're open till 3pm on a Saturday, it's 14:09, they're a total joke!

chanz4

Terrylw1 wrote: »

By suspended application, do you mean internal hence it had not been applied for in court...as go give a new date for when they will apply?

I thought you would come along as you know loads about this side Chanz.

If the warrant had been granted, would it be their choice to implement it? If so, I think the customer has a complaint as they made other agreements which should have been clearly noted for the collections team to see. The data flows also leave an electronic audit trail for job booking.

I think it will be important to determine all of this. I've been around collections teams and see them overrule agreements just to clear it up quicker, with no concern for the customer...not that I'm suggesting everyone operates this way. So, it will, important to understand if its miscommunication or deliberate action.

What a lot of firms do is apply in bulk for warrants, unless like myn where I go to a JP for it. Once the Rights of entry notice has been sent and a pre- visit made the application is sent for rubber stamping.

The provider or agent would then issue an intended execution date, if an arrangement is then setup they will decide if to suspend the execution or allow it to continue and only stop once a first payment is received or a pre-pay is installed.
Sometimes however its too late to stop, but it is the suppliers choice.

If a plan was setup they should really inform the agent acting on their behalf to suspend, but if say a customer services person did it rather than collections they wouldn't stop it.

Warrants are not booked via flows, they use external companys or databases, unlike d0237, d0149 etc.

I would complain if what the op is saying is true, however not saying the op isn't but a lot miss details out.

chanz4

blausmartie wrote: »

Thanks for all the replies. My post arrived today. Three letters from EDF, two gas meter cards, to add to the gas meter card I received yesterday, and a letter threatening legal action for my outstanding balance. It's the same letter I received the first time, say a court warrant for rights to entry. I have already agreed to on the balance and arrange a repayment programme and for meters to be put in. The meters have been replaced, hence my first post! I'm really beginning to stress because of them. Could this mean they may possibly send someone around to break in... again? In all my life I've never dealt with such an inept organisation. I really don't want to phone, as it means I'm waiting for over 25mins on hold.

I wouldn't worry, it will be due to them awaiting a meter exchange on their sap system to pre-pay.