npower - gas meter safety inspection

Legacy_user

I'll prefix this by saying I've already started a transfer to a new supplier, but that isn't a quick process. The meter is also indoors.

Having some trouble (and amusement at the level of competence) at the moment, looking for any advice on where else I can do to avoid the shock of finding my door has been forced while I'm at work?

Quick timeline:

• Npower email to demand I let them inspect my gas meter, or else (see below.)
• I complain about npower threatening me.
• I contact the 3rd party company, who don't know anything about it.
• Npower reply saying sorry we weren't nice, but sort the appointment out.
• Another threatening email.
• Another attempt to contact the 3rd party, still no "work order".
• I complain again (see below.)

Dear nPower Enforcement Squad,

Customer account number
xxxxxxxxxxx

You have once again emailed me, in a threatening and alarming manner, to demand I provide the “agent we’ve appointed to inspect your meter on our behalf” with access to my home to facilitate a “Meter safety inspection”. Or you’ll kick my door down. I feel safer already.

I have previously complained to you about the content of this email. Do you really believe this to be acceptable? The previous response seemed to attempt to justify sending it on the grounds of automation, which is pathetic. Do not send it to me again. Ask nicely, you might find it works.

Not actually wanting my door kicked down I have twice now contacted “Lowri Beck Services, the agent we’ve appointed to inspect your meter on our behalf” on their (definately not cheap to call from a mobile) contact number only to be told:
a) I’m not with npower (they still have me down as with my previous supplier)
and
b) they have no work order to inspect any meter at my home.
and
c) you don’t know what you are doing

Ok they didn’t say that last one but we were both thinking it.

It would be unfortunate if my home were to be invaded due to administrative incompetence (or shall we blame the computers again?) I would be upset about that and might make quite a lot of noise. Don’t do it.

I would point out I have already initiated a transfer to another supplier, which I should have done the first time you threatened me. That said if you really really still want to see my meter, I don’t mind, just do us all the courtesy of actually informing your “agents” (irony?) before you attempt to intimidate me into arranging an appointment again.

Thanks for wasting everyone's time! Hope to hear from you soon!

Oh and a credit will be fine, again.

And the content of the emails they send:

URGENT – We need you to call us – it’s about the safety of your gas meter

We’ve tried to get access to your meter several times over the last 18 months because, legally, we need to check it at least once every two years to find out if it’s safe. There may be a reason why we can’t get to the meter if you’re not there – even if it’s outside your home.

Safety first
It really is your safety that’s our concern. The inspection is free, it doesn’t take long. Unless you’ve spoken to us in the last week (in which case, thank you), please contact Lowri Beck Services in the next 7 days. Lowri Beck is the team we use to do this work and, when you call, they’ll offer you a choice of appointment times:


Please call Lowri Beck Services, the agent we’ve appointed to inspect your meter on our behalf, on 0845 408 0638 (8am to 8pm Monday to Friday and 8am to 4pm on Saturdays) to make an appointment at a time to suit you.

Next steps
If we don’t hear from you over the next 7 days, we may have to ask a Magistrates’ Court to give us a warrant of entry. This will let us access the meter even if you’re not there, by force if we have to.

It would be much better if we didn’t have to get a warrant to do this work. If we do get a warrant, we will have to pass the legal costs on to you (minimum £150).

How to avoid this action
Of course we’d prefer to avoid this action if possible. If you give us access to inspect your meter, we won’t need to apply for a warrant.

We must check that the meter is working properly. This is something we have to do at least once every two years. It’s a safety inspection and it won’t take long, so please, give us a call today.

We look forward to hearing from you soon.
Kind regards
Gareth Pickles
Customer Services Director

My account has been open for around six/seven months and they have never been to read the meter in that time. I'm pretty sure another supplier 'safety inspected' it less than two years ago, but not sure exactly when.

So can I do anything or just hope they see sense?

chanz4

They will get in using the same company no matter what supplier, it wont reset the period.

I dont think they are really threating you, they are just informing you quite rightfully what their powers are.

System

I think maybe you missed my point, I should type less maybe

I'm not stopping anyone inspecting the meter, npower are by not arranging it correctly, yet they continue to tell me they are going to force entry?

[Deleted User]

Thanks Mutzi for giving us the Npower email content, reading it , it seemed a very considerate and gentle email. They added the proviso that you must make an appointment including virtually all day Saturday and detailed the possible outcome of ignoring them. Is that too much to ask ? All suppliers are supposed to do what OFGEM tell them to do and check a meter once every 2 years. Its part of the Licence to Supply rules. Thats no problem for most people. Are you a workaholic ? no Saturdays off even ?
Personally I would like to see all suppliers acting a lot tougher and send letters and emails like you received to all who transgress the rules . The amount of bypassing and bad debts is shooting through the roof nowadays. In some areas paying for gas and electric is almost considered to be a voluntary choice

System

Was the problem I have really so unclear?

I have no issue with them inspecting the meter, I am not trying to prevent them doing so. I have tried to contact their agent, the agent does not have a 'work order' from npower and cannot help. They suggest contacting npower. Npower ignore me and just send more reminders threatening to kick my door down.

I am concerned that despite attempting to do as requested but being unable to meet their demands to through no fault of my own, I will return home one day to find my front door having been forced.

I haven't "transgressed the rules", my account is paid up and I do work Saturdays. None of this is relevant to the situation though, is it?

[Deleted User]

mutzi wrote: »

Was the problem I have really so unclear?

I have no issue with them inspecting the meter, I am not trying to prevent them doing so. I have tried to contact their agent, the agent does not have a 'work order' from npower and cannot help. They suggest contacting npower. Npower ignore me and just send more reminders threatening to kick my door down.

I am concerned that despite attempting to do as requested but being unable to meet their demands to through no fault of my own, I will return home one day to find my front door having been forced.

I haven't "transgressed the rules", my account is paid up and I do work Saturdays. None of this is relevant to the situation though, is it?

make an appointment for Saturday then, no ones threatening to " kick your door down " ( they drill and replace the locks ), just a 30 second glance at your meter is required..no big deal. How does the supplier know "if your account is paid up " as you wont allow access to the meters. You are getting credit at approx £1400 a year on average, obviously they would like to check the meters now and again. Just try and go out of your way to facilitate this. Not everyone in the UK is truthful. Just make an appointment for Saturday at some time, OR later in the evening. I work up to 8 pm, I`m sure Npower have later working staff, surely you are available at some time in the week.
Npower use their own meter reading agents called "Meter Plus " who are direct employees. Lowi Beck, who I used to work, for,are used for 2 year " must reads " and are not the regular cyclic readers for Npower, suggesting that Meter Plus who attempt to read the meters 6 monthly have failed for a number of years to access the OP

arbroath_lass

sacsquacco wrote: »

make an appointment for Saturday then,

Have you actually read the OP?


Just to clarify Mutzi has called the agent to make an appointment. The agent can't make an appointment because NPower haven't passed on Mutzi's details.


Now, can you actually help or just criticise someone who has done nothing wrong?


Sorry Mutzi, I can't help only sympathise. Hope you get it sorted.

[Deleted User]

arbroath_lass wrote: »

Have you actually read the OP?


Just to clarify Mutzi has called the agent to make an appointment. The agent can't make an appointment because NPower haven't passed on Mutzi's details.


Now, can you actually help or just criticise someone who has done nothing wrong?


Sorry Mutzi, I can't help only sympathise. Hope you get it sorted.

The Op should make an appointment with Npower who will pass on the date to to the third party.He is being deliberately obstructive because he will not furnish a date for a meter inspection. If he says he works 6 days a week its time he took a few hours off to do his duty once every 2 years. They are not asking too much. He has done something wrong by not allowing access to the meters which are not his property.

arbroath_lass

sacsquacco wrote: »

The Op should make an appointment with Npower .

And NPower are telling the OP to call the agent.


The OP is NOT being obstructive.


ETA actually Mutzi there is an NPower rep on here. Perhaps they can help?


http://forums.moneysavingexpert.com/member.php?u=799997

[Deleted User]

So when can the OP allow access? he`s not mentioned when its suitable. Saturdays out, because hes working. Suppliers dont usually send letters off with threats or consequences like he received because it provokes a switch,( which he appears to be in the process of doing ). The email from Npower he published was a quite strong one, suggesting there is more to this than the OP says

arbroath_lass

sacsquacco wrote: »

So when can the OP allow access? he`s not mentioned when its suitable. Saturdays out, because hes working. Suppliers dont usually send letters off with threats or consequences like he received because it provokes a switch,( which he appears to be in the process of doing ). The email from Npower he published was a quite strong one, suggesting there is more to this than the OP says

What's it to you when the OP can allow access?


This is a miscommunication between the supplier and the agent. Nothing to do with the OP. OP has called the agent at least twice to make an appointment (it's in their timeline) - the agent won't do it because the OP is not on their list. Why on earth would there be more to it?


Please actually read their OP.