Physical Meter Reading - Frequency and the law?

darkan9el

Hi, what is the legal position on physical meter readings i.e. a meter reader turning up and knocking on the door.

Is there a maximum limit, so, no more than 4 times a year?

I'm not averse to people reading my meters, far from it but I would like to know where I stand in this regard as I'm sure many people would. I value my privacy a lot and in these days of arrogant invasions to your privacy in makes me value it even more. I don't like impromptu callers and I find it extremely bad manners. call to arrange a time by all means but impromptu calling is unacceptable.

My supplier at the moment is Eon, I've had a few disputes with them in the past, mainly regarding payment method discrimination and the discounts they give DD'ers over Pay Quarterly - I pay quarterly. No one has ever given me an answer to that question by the way.

Also their abysmal tariff compare calculator that seems incapable of comparing my tariff with like for like in order for me to get an accurate reading of the benefits I would potentially get if I choose a different tariff. I told them off about that when they first created it but it fell on deaf ears.

That aside, they have been fairly well behaved without too many ripples.

System

The Regulations changed in April 2016: suppliers now have to read meters at least once per year. The Regulations do not stipulate that this has to be a physical read (e.g. Smart meters). There are no regulations which impose a limit on the number of meter readings per year.

matelodave

I think the regulations say that the supplier has to try an get a meter reading once a year so it has to be read, but not necessarily by the supplier. It can be done by the customer or as smart meters by remote reading. The supplier is at liberty to decide which is the best method - the CoP say they should offer a number of options.

I dont think there's anything to stop them coming once a week if they so wish.

Here is the code of practice that should be adopted - bear in mind that it's a CoP and not laid down in law as such and not all suppliers have signed up to it anyway. http://www.energy-uk.org.uk/publication.html?task=file.download&id=6067 and there are supply licence condition which have to be met which refer to standard conditions

System

matelodave wrote: »

I think the regulations say that the meter has to be read, but not necessarily by the supplier. It can be done by the customer or as smart meters by remote reading. The supplier is at liberty to decide which is the best method.

I was using the term 'suppliers' in respect of the SLC placed on them to read the meter. I accept that it can be outsourced out. FWiW, I have just had my FIT meter read twice in 2 months. EDF responded to my query by saying this was an attempt to re-stablish a 2 yearly meter reading cycle in my area. Fair enough.

I appreciate that people of my age do not like unsolicited calls but telling people in advance has a cost and, more importantly, it gives those who might be fiddling time to remove evidence.

teddysmum

Although you have to give access for the biennial safety check, you can refuse anyone entry, if they just turn up and can request an appointment.


I have twice , over the years had rude (both times obese bossy men) readers demanding that I let them in by law and I have refused, telling them my rights.


Both were reported to my provider and in one instance I was given a credit, as apology. I told the second one that he was out of order and that I would report the incident, upon which he threatened that he would report me (just like a little boy losing a battle.)


I'm not being petty about letting them in, but have a dog who is not visitor friendly and would be difficult to crate on the spur of the moment, having heard a stranger at the door, the meter is in a pantry, where I would need to move things for access ( a bad back makes it difficult for me) and on one occasion the kitchen floor was wet. Above all, I don't like being demanded to do things by people who are jobsworths. They should learn to ask nicely.


Regarding bookings, the call centre people are very helpful and offer a range of times and dates, including Saturdays.

sheff6107

Yeah, seems odd that it's somehow acceptable for meter readers to just turn up unannounced. Not even a text message first.

Former_E.ON_Company_Representative:_Malc

darkan9el wrote: »

Hi, what is the legal position on physical meter readings i.e. a meter reader turning up and knocking on the door.

Is there a maximum limit, so, no more than 4 times a year?

I'm not averse to people reading my meters, far from it but I would like to know where I stand in this regard as I'm sure many people would. I value my privacy a lot and in these days of arrogant invasions to your privacy in makes me value it even more. I don't like impromptu callers and I find it extremely bad manners. call to arrange a time by all means but impromptu calling is unacceptable.

My supplier at the moment is Eon, I've had a few disputes with them in the past, mainly regarding payment method discrimination and the discounts they give DD'ers over Pay Quarterly - I pay quarterly. No one has ever given me an answer to that question by the way.

Also their abysmal tariff compare calculator that seems incapable of comparing my tariff with like for like in order for me to get an accurate reading of the benefits I would potentially get if I choose a different tariff. I told them off about that when they first created it but it fell on deaf ears.

That aside, they have been fairly well behaved without too many ripples.

Hello darkan9el and already some excellent advice on here. Thanks all.

In most areas, for residential customers, we attempt to read meters once every 6 months. Although, where customers give us readings online, we won't visit as often. Here, we'll only ask to see the meter if we haven't had access within the last 18 months. Although this won't affect vulnerable customers on our Priority Services Register where we've set up a separate arrangement.

Meter readers work set areas on a regular cycle where they'll visit a number of properties on the same day. As Hengus says, advising customers beforehand has cost implications and warns those less honest of the impending visit. You can always refuse to let a meter reader in. If it helps, send them away and contact us. We'll be happy to arrange a visit at a mutually convenient time.

We're always keen to have actual meter readings and provide various ways for customers to send them. This includes online through our website, phone app or Live Chat service, by phone or text, email or letter. The more readings we have, the more accurate accounts are.

Don't know if you're aware but we're rolling out Smart Meters too. These send us readings automatically via electronic messages. Saves you the hassle and also cuts down the number of visits. They're not available everywhere yet but we're aiming to offer them to all our customers by 2020. There's no charge to fit them and they come with an energy display to help you keep track of how much you're using. If you think this might help, you can register for one online through our website.

Sorry you've been in dispute with us about payment methods. Under industry rules, we're not allowed to offer discounts based on payments. Any reductions we offer need to match the savings we make. That's why we're able to reduce the daily standing charge for customers who pay with a Monthly Direct Debit. It costs us less to manage these accounts.

By the 'tariff compare calculator,' do you mean the Quote Tool on our website? If yes, we've changed it recently to try to make it a bit more user-friendly. Just need to confirm the address, usage, payment method and meter type (single rate or Economy 7) and we'll list all the tariffs we've currently available to match your request.

Other than the above, glad we've been generally okay. Hope this is useful darkan9el. Let me know if I can help with anything else as happy to.

Malc

FOREVER21

E.ON_Company_Representative:_Malc wrote: »

Hello darkan9el and already some excellent advice on here. Thanks all.

In most areas, for residential customers, we attempt to read meters once every 6 months. Although, where customers give us readings online, we won't visit as often. Here, we'll only ask to see the meter if we haven't had access within the last 18 months. Although this won't affect vulnerable customers on our Priority Services Register where we've set up a separate arrangement.

Meter readers work set areas on a regular cycle where they'll visit a number of properties on the same day. As Hengus says, advising customers beforehand has cost implications and warns those less honest among us of the impending visit. You can always refuse to let a meter reader in. If it helps, send them away and contact us. We'll be happy to arrange a visit at a mutually convenient time.

We're always keen to have actual meter readings and provide various ways for customers to send them. This includes online through our website, phone app or Live Chat service, by phone or text, email or letter. The more readings we have, the more accurate accounts are.

Don't know if you're aware but we're rolling out Smart Meters too. These send us readings automatically via electronic messages. Saves you the hassle and also cuts down the number of visits. They're not available everywhere yet but we're aiming to offer them to all our customers by 2020. There's no charge to fit them and they come with an energy display to help you keep track of how much you're using. If you think this might help, you can register for one online through our website.

Sorry you've been in dispute with us about payment methods. Under industry rules, we're not allowed to offer discounts based on payments. Any reductions we offer need to match the savings we make. That's why we're able to reduce the daily standing charge for customers who pay with a Monthly Direct Debit. It costs us less to manage these accounts.

By the 'tariff compare calculator,' do you mean the Quote Tool on our website? If yes, we've changed it recently to try to make it a bit more user-friendly. Just need to confirm the address, usage, payment method and meter type (single rate or Economy 7) and we'll list all the tariffs we've currently available to match your request.

Other than the above, glad we've been generally okay. Hope this is useful darkan9el. Let me know if I can help with anything else as happy to.

Malc

Well said as usual Malc

Just a small point, would you care to delete the word "us" from the sentence about those less than honest. Hopefully the us as in MSE would not stoop to dishonesty 😀

Former_E.ON_Company_Representative:_Malc

FOREVER21 wrote: »

Well said as usual Malc

Just a small point, would you care to delete the word "us" from the sentence about those less than honest. Hopefully the us as in MSE would not stoop to dishonesty 😀

Aaagh! See what you mean. :eek: Edited and thanks for the heads up FOREVER21.

Malc

Raxiel

E.ON_Company_Representative:_Malc wrote: »

In most areas, for residential customers, we attempt to read meters once every 6 months. Although, where customers give us readings online, we won't visit as often. Here, we'll only ask to see the meter if we haven't had access within the last 18 months..

I used to provide readings in the app on the first of every month, but our meter reader (always the same guy) still turned up every 6 months! Guess he just liked to visit us.

Sorry you've been in dispute with us about payment methods. Under industry rules, we're not allowed to offer discounts based on payments. Any reductions we offer need to match the savings we make. That's why we're able to reduce the daily standing charge for customers who pay with a Monthly Direct Debit. It costs us less to manage these accounts...

I remember when we used to get a 3% prompt payment discount, as well as a loyalty discount depending on years as a customer, which was the reason I transferred my E.ON account to the new address when we moved in 2013 (and before anyone corrects me, I'm aware you can't transfer supply, but we kept the same online account and customer number). I actually found the letter from E.ON explaining why the scheme was being withdrawn while I was clearing out some old papers earlier in the week.

mac.d

teddysmum wrote: »

I'm not being petty about letting them in, but have a dog who is not visitor friendly and would be difficult to crate on the spur of the moment, having heard a stranger at the door, the meter is in a pantry, where I would need to move things for access ( a bad back makes it difficult for me) and on one occasion the kitchen floor was wet. Above all, I don't like being demanded to do things by people who are jobsworths. They should learn to ask nicely.

They should learn to ask nicely, but although the two you refused entry to sound like they were rude know-it-alls, bear in mind that most meter readers are walking around for hours knocking on hundreds of doors per day, and usually have targets of how many meters they have to read. Which might explain why they aren't always too happy to get an answer at a door and then told to get lost.