npower - gas meter safety inspection

System

wavelets wrote: »

Who is your current supplier?

You claim it's not nPower ... so it seem superfluous to say they've not been to read you meter for the past 6-7 months.

Unless of course it is npower...

I explained this on the first line of the first post. The current supplier is npower. I am now in the 'cooling-off' period for the transfer to a new supplier, I expect it to be several weeks before this is complete. Are you also in the meter reading industry and suspicious of everyone?

wavelets wrote: »

Switching supplier may or may not (in theory it shouldn't) affect the requirement for the meter to be inspected.

Good, the new supplier can do their job properly, someone will look at the meter and all will be well with the world.

Until then I am concerned npower will do something stupid. Calling them is a waste of time, literally. If you like hold music, get a stopwatch and give it a go yourself

I am in contact via email. It's not any faster but at least I have a record of what is being said. I am waiting on a response and I expect the following will occur.

• Npower will tell me how sorry they are and that they've sorted out my account, then ask me to make an appointment.
• I'll try and make an appointment and npower still won't have done their part in booking the work
• I'll get another threatening email and the cycle starts again
• (Optionally) They carry out their threats

scaredofdebt

Slightly off-topic but nPower were berated in a recent Watchdog episode for the strong tone of some of these letters (amongst other things). They promised to reword them, that was around 6 months ago.

They've not reworded them yet. Imagine if you're an elderly person and you get a letter worded like that.

System

Quick update. I got this today (21st May) and I'm trying to contain both my frustration and laughter

npower wrote:

Thank you for contacting us about your account.
I am sorry to learn about the Gas Safety Inspection notification you have received. I am sorry to learn that you are thinking of leaving us due to the service you have received. You are a great customer (name) and I will do all I can to put things right for you.
[me], the industry regulator, Ofgem, works with all energy companies to set two types of standards: Guaranteed Standards, where customers receive compensation if standards are not met, and Overall Standards, which measure performance against set targets. As your energy supplier, npower is responsible for the standards covering your meter and bill. We are also required to tell you about the Guaranteed Standards which apply to your local electricity distribution company and the Guaranteed and Overall Standards which apply to your gas transporter. These cover supply interruptions, maintenance work, etc. If you have any questions about this leaflet, please contact us or visit https://www.npower.com
We offer morning or afternoon appointments, or a fixed 2 hour band on request. If we fail to make or keep an appointment for work we do as your energy supplier you will receive £20.00 for gas related appointments and £22 for electricity related appointments. Visits are normally booked for 'all day' appointments, meaning we will attend between the hours of 8.30am and 6.30pm. If it is still between these hours, we will contact you if we are unable to attend. I confirm that I have booked an appointment on 12 May 2014 between 8am and 12pm to check your meter. Just to let you know, you will get the notification for this and one of our representatives will visit your premise to ensure that the inspection is conducted.
To schedule or cancel an appointment you can contact us on 0845 166 3639. For more information about gas safety you can contact the HSE (Health and Safety Executive) Gas Safety Advice Line on 0800 300 363 or visit their website: https://www.hse.gov.uk/gas/index.htm. Alternatively you can contact the Gas Safe Register using the details above. Visits are normally booked for 'all day' appointments, meaning we will attend between the hours of 8.30am and 6.30pm. If it is still between these hours, we will contact you if we are unable to attend. To reschedule or cancel an appointment please contact us on 0845 166 3639.
As you have had to contact us again about this issue, I have taken the opportunity to raise a complaint on your behalf. Your complaint unique reference number is [a large number]. This will remain open for 10 days allowing you the time to receive my reply and consider the response. I am confident through the explanation I have provided and the actions I have taken, I have now been able to resolve things for you.
If, however, this is not the case and you remain unhappy please contact our Complaints team within 10 days. You can reach them by telephone on 0800 3169328, they are available from 8am to 6pm Monday to Friday and 8am to 2pm Saturday. This number is usually free from any landline or if you are calling from your mobile, you can use 0330 3168628, which is normally included within your free minutes or charged at the same rates as numbers beginning with '01 and 02'. If we do not hear from you within 10 days we will take your query as resolved and close the complaint for you. If you prefer, you can email to complaints@npower.com
I trust this information has been helpful, [me]

Only took them 17 days to respond too :rotfl:

far

We've had issues with letters like these from nPower for our gas meter inspection in 2012. Not only did we not stop them doing this but they ended up missing TWO appointments they had made. As a result, we complained and eventually got statutory compensation of £30 but it's beyond a joke.

On another note, we've not had a bill from them since last September now and have had a letter that they're sorry for not being able to produce a bill - guess it's time to shop around again....

joy_to_the_world

totally understand what your saying mutzi. i have just now had this email letter for the second time. To say its rude is an understatement. i know its a generic letter but the tone of it is awful. First of all we've only been in the house for less than a year so no idea where the 18 months has come from and 2 people have been and read the meters - they were a barrel of laughs.

The main problem i have is that i cant get hold of them and i dont want to come home one day and find out someone has been in my house just so they can look at a meter. To be honest it would make me feel violated - you never know if they have actually looked at the meter or had a snoop. I felt the same when someone broke into my car.

If i could get hold of them i would complain about the letter i have received. I understand where they are coming from but still they could ring you and sort it but i suppose its cheaper doing it this way.

justsayin_3

Mutzi

I sympathise with you and others similarly affected by this "ill thought out" generic letter.

We switched to NPower as our gas supplier in March 2014 and on June 2nd 2014 received the first "generic" letter in question. Like yourself, I contacted their agent (after a long wait and "your call is important to us" type message) only to be told they could not help as NPower had not supplied the relative data. Last week we received the same "generic" letter a second time but have managed to book an appointment for 1st July 2014 between the hours of 08:00 and 13:00; this was not an easy process and involved being "put on hold" for lengthy intervals but - we did get a date and a time slot.

The problem is that ALL these companies want their cake and eat it; they actively bombard you with requests for meter readings and some even offer you "free nectar points" etc for supplying such readings. Why? - so that they can make even more money by employing fewer "meter readers". But the rub is they have to conform to "elf 'n safety" regulations and do so with (I suspect) a dwindling force of meter readers - just enough to be legal - who are probably strategically deployed to target known problem areas/customers and thereby generate the best possible "financial returns under the circumstances".

AliceBanned

far wrote: »

We've had issues with letters like these from nPower for our gas meter inspection in 2012. Not only did we not stop them doing this but they ended up missing TWO appointments they had made. As a result, we complained and eventually got statutory compensation of £30 but it's beyond a joke.

On another note, we've not had a bill from them since last September now and have had a letter that they're sorry for not being able to produce a bill - guess it's time to shop around again....

It's shocking that the customer service of Npower is so poor. I moved to my new place in October last year and still can't get a bill. I only have a vague idea of how much it will be because the place is new to me. Also I have repeatedly sent meter readings on line, emailed them and asked for bills but they don't even receive the meter readings. Each time input one it seems to go through, then the next time I login to send one it says "please send us your opening meter reading."

I now have a Lowri Beck letter and am waiting in for them today, 8-1 but wouldn't be surprised it they don't show up. I have heard of friends getting the threatening letter so put aside the time as soon as I could, especially as I know they need to also see it for a reading, since they are ignoring all of mine. . I can't wait to switch - contract ends in September.

AliceBanned

justsayin wrote: »

Mutzi

I sympathise with you and others similarly affected by this "ill thought out" generic letter.

We switched to NPower as our gas supplier in March 2014 and on June 2nd 2014 received the first "generic" letter in question. Like yourself, I contacted their agent (after a long wait and "your call is important to us" type message) only to be told they could not help as NPower had not supplied the relative data. Last week we received the same "generic" letter a second time but have managed to book an appointment for 1st July 2014 between the hours of 08:00 and 13:00; this was not an easy process and involved being "put on hold" for lengthy intervals but - we did get a date and a time slot.

The problem is that ALL these companies want their cake and eat it; they actively bombard you with requests for meter readings and some even offer you "free nectar points" etc for supplying such readings. Why? - so that they can make even more money by employing fewer "meter readers". But the rub is they have to conform to "elf 'n safety" regulations and do so with (I suspect) a dwindling force of meter readers - just enough to be legal - who are probably strategically deployed to target known problem areas/customers and thereby generate the best possible "financial returns under the circumstances".

Are you saying that they are using the health & safety requirements to get accurate meter readings? This is fine if they just want to do it at the same time, but to use the force of the health and safety as a foil for what they really want to do, ie read the meter, is a bit underhand. I once had a meter reader nearly bash my door in at 7.30am. I had to call the police because I live on my own and was terrifed it was some druggie or someone off their head trying to break in. It was that aggressive and frightening to a female living alone - no one is around at that time in the morning - my next door neighbour had gone to work. I later called the company (not sure which co it was at the time) and they confirmed it was a meter reader. After that they gave me a password to ask for from the next visit - when the meter reader arrived her didn't have the password so I couldn't let him in. . It's not right for people who live on their own and/or are vulnerable. Another "meter reader" once let in turned out to be a burglar casing the joint - something was odd about him and he was looking around asking me about my computer etc. I quickly walked him out and never wanted to let one in again. I phoned the co. at the time and they said no meter reader had been sent.

So these companies need to be sensitive to the issues around safety for the public/bogus callers as well as the gas safety.

Old_and_Bold_2

I am more amused than outraged at Npower's ability to get almost everything wrong.

We moved to a rented house where the previous occupier used Npower. We thus inherited Npower as our Gas and Electricity supplier from 17th April, for as short as possible until we could complete the switch to Utilities Warehouse, who are a great deal less expensive, especially with all the discounts, as any savvy consumer will know.

We sent the incoming meter readings to Npower, but heard nothing from them. UW contacted them to complete the switch, which they dawdled over but eventually the date was agreed, 26th May.

On 26th May, we supplied the meter readings to UW and, as a courtesy to Npower with the comment that we would like to receive the one and final bill asap.

Once more, no contact from Npower, or even a bill. So in late June I called them to chase the bill and make sure they had the right readings. Just as well; they had recorded some completely random numbers at both ends of the contract period! I got the bill a few days later, dated 28th June, with a stern admonishment that I was to settle it by 14th July.

I haven't paid yet; I'll delay it for the same period as their delay in sending it.

Here's the bit that I don't know whether to laugh or cry over. I got a letter this morning from Npower adressed to "the Occupier", welcoming me as a new customer from the 27th May, and asking me to call them urgently; "We need to speak to you".

So I did; it was a polite call, I hope, but I nearly lost my cool when she kept on saying "Now let's see if I can help you to resolve this"!

PS I just read the thread again, and the question in my mind is WHY anyone ever signs up to Npower in the first place? Their prices are extortionate, their service is so bad it's beyond parody, and what comes down the wires/pipes is the same as from all the other "suppliers". Why in the name of {insert god} does anyone ever decide it's a good idea to buy from them?

Lottie_Croft

I too have also had this letter

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.


How do I know that they will not tamper with my meter, my gas bill has dropped a lot this last year as I now have a log burner, can they tweak it to produce more gas.....can they threaten me like this


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