EdF / building works nightmare

vintage_beanpole

I've posted this under Energy but perhaps it sits better here.


I'm having a bit of a nightmare.


I'm pregnant with my first and the baby is due at the beginning of October. We are having work done to our house - loft conversion and structural kitchen works, which are scheduled to complete before the baby arrives.


As part of the kitchen works, our meter needs to move as it's ancient and in the most ridiculous of places. I contacted EdF, our supplier, in May to make them aware of this and the necessary timings to fit in with works, they told me to contact the DNO. I then contacted our DNO to arrange moving the supply - they visited and agreed works. I then contacted EdF to confirm this and to make an appointment for them to attend to move the meter. They told me to make the appointment with the DNO and builders first as EdF were much more flexible. So I contacted the DNO and secured a date, arranged for the builder to do the initial digging works, and then gave EdF a ring today to arrange for them to attend that day to move the meter.


I've just got off the phone to them. After holding for 25 minutes and being passed department to department I've been told that they cannot attend as needed. In fact, they have no appointments available for 6 weeks and cannot book anything in at all. I explained that I cannot just hold up the structural works which are underway, not least because of the baby, but also because the builders and various other contractors have been booked in since the beginning of this year, and will be moving on to other jobs. There isn't a way around this from the builder's perspective as the meter is in the way.


They said that they are aware from the file notes that I did everything in the order they suggested and are very sorry but we are where we are.


If the supply is moved by the DNO at the end of this month as currently intended, but the meter is not moved, then we will be without electricity without knowing when we can be reconnected. I don't have any family local that I can stay with during that period. They said that there is nothing that they can do about that and to call again nearer the time to see if any appointments have come free.


I don't know what to do and am feeling very stressed.

Aylesbury_Duck

Escalate the complaint. Jot down the dates when you spoke to the various parties and if you have it, the date and time of the call to EdF in May, and name of the person you spoke to. Tell them they've already acknowledged the advice they gave you was poor. They have all this month to schedule an appointment if I've interpreted your timeline correctly.

You need to be put through to a customer service manager or similar to start with. If you get no joy there, ask for the contact details of a service director at HQ.