British Gas - negligent?

midflight

Hi,

British Gas wrote to me a few months ago, saying my gas meter was very old & needed replacing. Upon inspection, I saw they were right - it has rusty pipes, the off switch is very awkward to get to & difficult to turn, and the bracket holding it onto the wall is also rusty (I have mentioned all of this to them).

They have now failed to turn up twice to change it. The first time I took a whole day off work The second time I got an evening slot, and to be safe I rung up at lunchtime on the day to re-confirm the appointment. They didn't turn up I rung at 7pm to find out where they were. They said to ring back at 8pm. I rung back at 7:55pm and was told there was nothing they could do as they close at 8pm!!!

Tried ringing this morning to find out what's happening, and I'm getting nowhere. I either get fobbed off, or told to ring someone else. Everytime I ring them, I have to explain the whole story from scratch, and am told different information each time. Even when I manage to get the name & number of someone to ring back, I can never get through to them. I am told "I don't know that person", or "that extension doesn't exist", etc - very frustrating!

Are they being negligent in failing to replace an obviously dangerous meter?
Is there anything I can do? How can I guarantee they will turn up for a 3rd appointment?

Why are British Gas so pathetically rubbish!?!?! I intend to switch as soon as this is resolved, but don't wanna lumber my new supplier with it all!

Thanks.

Cardew

I think you are firing your arrows at the wrong company, however in BG's case that wouldn't be the first time!!

I don't believe that BG change the meters; its not their responsibility but Transco's. Regardless of which company you use the problem lies with Transco and not BG.

Transco simply notify you through the supplying company.

Ring up the number for Transco gas leaks(0800 111 999) and speak to them.

midflight

Thanks, but Transco no longer exist (try their website).

My meter is owned by United Utilities, and it is they who are due to change my meter.

However, they are employed to do so by British Gas. The letter saying I need a new meter came from British Gas. The telephone numbers quoted are British Gas. I pay my money to British Gas. I should not be expected to chase individual companies who carry out work on their behalf.

Besides, when I rung United Utilities and asked for a new appointment, they said I had to go through British Gas.

Any other ideas?

Cardew

Sorry, I am out of touch.

I had read that National Grid were taking over, but hadn't realised it had happened. They still use the same tel No for Gas leaks.

It seems BG's incompetance is not confined to their billing and website.

You can get compensation for missed appointments if, say, their fitters fail to turn up; I would hope that applies to meter changing.

When dealing with some branches of BG it is best to take Valium first!

Not much help I am afraid.

dmg24

Do not ring the National Grid leaks number, that is for emergencies. Would you ring 999 to ask the police if they had any job vacancies?!!

(Not aimed at the OP!) x

Canucklehead

Hi

If your on/off for the gas ( Emergency Control Valve E.C.V.) is difficult to use then you should contact National Grid, or whatever the emergency number is, and you will get a new E.C.V. fitted free. Only you can decide how stiff it is to use but if you think someone with arthritis would be unable to use it then call them .It's a safety issue
The rust on your pipes is probably surface rust ,unless you can pick lumps of rust off the pipe it's not a problem. As long as the bracket is holding the meter and pipework firmly that too is not a problem.
If you get a new valve then the crew who come out could set your mind at rest about the state of your service, and they might put you into the system for a new meter.The result might be you get two appointments for one new meter!!:rolleyes: But what the heck.

HTH

Corgi Guy.

Corgi Guy.

midflight

Many thanks for your words of advice, Canucklehead. I will do as you say.
Hopefully not having to go via BG might speed things up a bit!
Cheers :beer: