Supplier Site Visit Standards & Compensation - Know Your Rights To Compensation

Terrylw1

Katrina0412 wrote: »

Im wondering if anyone can help me with this.
I moved house in June 07 and wanted to exchange a token meter for a regular billed to your house meter.
British Gas were offering the quickest exchange of my old meter so i signed up and they changed it on July17th,

I was told to wait and in a week or so call up and decide how to pay.
However long story short, I called and told the computer system was still saying i was a token "pay as you go" customer, so they couldnt give me a bill.
Ive been getting the same response, ever since we're now almost 6 months later. I called energywatch who put me through to a "higher complaints team in BG" they said theyd sort it, in 28 days, but DIdn't.
In DEcember I was advised to send a letter by a friend, I did (recorded delivery) and got a response saying they were going to amend it and send me a bill. Theyve sent me another letter telling me Ive used 300kw since july. So still no bill.
Ive called the energy ombudsman & am waiting to hear.
But seeing as THEY charge you if you refuse to pay, is there anyway IU can get compensation from them for refusing to bill me, even though ive made every attempt?
Thanks muchly
Kat.:mad:

You are doing all you can by going to Energywatch & Ofgem, not much else can be done except keep on their back as regulators can take time if they are not reminded from time to time.

You can make a claim for compensation for all the hassle, calls, letters, etc but this is not covered under GSOS. Suppliers often give out £20-£50 when people complain to Energywatch so try going for it that way.

Terrylw1

SwanJon wrote: »

Your supplier will send youterms & conditions once a year, and these include those on behalf of the distributor.

It does not guarentee you an uninterupted supply of electricity - a powercut has to be over 18 hours (off the top of my head - don't quote me) to qualify for compensation.
If yours was on and off, it sounds like it won't qualify - try your local distributor.

These are the Distributor's that could apply. Severe weather and planned interruptions have always been less. Over 18 hours for the standard claim though but intermitant also qualify.


GS2*
Supply restoration: normal conditions
(Regulation 5)
Supply must be restored within 18 hours, otherwise a payment must be made
£50 for domestic customers and £100 for non-domestic customers, plus £25 for each further 12 hours
GS2A*
Supply restoration: multiple interruptions
(Regulation 9)
If four or more interruptions each lasting 3 or more hours occur in any single year (1 April – 31 March) , a payment must be made
£50 for domestic and non- domestic customers
GS4*
Notice of planned interruption to supply
(Regulation 12)
Customers must be given at least 2 days notice, otherwise a payment must be made
£20 for domestic and non- domestic customers
GS11A*
Supply restoration: Category 1 severe weather conditions
(Regulation 6)
Supplies must be restored within 24 hours (see table 2.2 below), otherwise a payment must be made
£25 for domestic and non domestic customers, plus £25 for each further 12 hours up to a cap of £200 per customer
GS11B*
Supply restoration: Category 2 severe weather conditions
(Regulation 6)
Supplies must be restored within 48 hours, otherwise a payment must be made
£25 for domestic and non domestic customers, plus £25 for each further 12 hours up to a cap of £200 per customer
GS11C*
Supply restoration: Category 3 severe weather conditions
(Regulation 6)
Supplies must be restored within the period calculated using the following formula:

£25 for domestic and non domestic customers, plus £25 for each further 12 hours up to a cap of £200 per customer
GS12*
Supply restoration: Highlands and Islands
(Regulation 7)
Supply must be restored within 18 hours, otherwise a payment must be made
£50 for domestic customers and £100 for non-domestic customers, plus £25 for each further 12 hours

Terrylw1

harryhound wrote: »

"EGS3 (Regulation 11) Estimating Charges for Connection"

I already have a modest 4 fuses electricity supply; however I know I am the last house supplied from the West, my neighbour 200 meters away is the last house supplied from the East. So if there is ever a supply problem, I tend to cop it.

I may need a considerable increase in electricity usage, as I am thinking about installing a heat pump in place of an old anthracite fired system.

Step one would be to check that the wires to my home could cope without causing significant problems to other homes upstream, when a heavy load to get the compressor going is supplied (like a large freezer, a heat pump can cause the lights to flicker).

So I wrote to EDF the company that owns the wires, though my supplier is Scottish Power.
I got back a fairly prompt letter that said give us over 200 GBP and we will tell you.
(For that price I could hire a large compressor, wire it up and turn it on and blame a thunderstorm in the unlikely event that something unfortunate happened to the supply:D).

It is most unusual to approach a supplier of anything with what could be a big ongoing order and be told to send in a non refundable consultancy fee:rolleyes:

Did I approach the wrong company?
Is my query covered by any of these standards?
Even British Gas, in the bad old days, did not treat me like this (they just quoted a ridiculously high figure to make me go away.)

Harry.

Hi Harry,

GSOS doesn't apply to quoting policies.

You approached the Distributor which is correct since they own the cabling, your Supplier just buys energy and bills you.

They tend to quote a standard price and then send out a planning/project engineer to assess the work required if needed. Then the price can go up.

So, it sounds like you might be going from a jointed single phase supply to a 3 phase supply. Your home wiring would also need to be able to handle any additional load as well and a new meter would be fitted (which your Supplier will arrange and it's usually free to do and only takes 20mins or so)

Just remember that if you have it done and need a 3 phase meter through your Supplier (if the distributor advises they cannot do the meter part, which is common) then you will be without power if you do not arrange them to get the MOP engineer out on the same day to fit the meter back on for you.

Thats if you are going fom single to 3 phase supply of course.

If you already have a 3 phase incoming supply, you just need a meter change by your Supplier instead (if your internal wiring can handle the load)

harryhound

It would be single phase, it is just a big freezer really combined with a big immersion heater for possible emergencies. The "scroll" compressor could annoy the neighbours when it turns on, (flicker the lights ? Upset the broadband?) though I very much doubt anyone would notice as I share a transformer with one other small "yard".
I sent EDF a specification sheet .

By the way, what is a MOP ?

Terrylw1

The MOP is the Meter Operator. They deal with any work required in regards to your metering e.g. changing upon your request or dealing with investigations into meter details or possible faults.

Usually the Distributor will reconnect the meter but their engineers are not always current in their training so its best to ask this. Then if they say it's too complex to refit, ring your Supplier and get them to book a job to refit the meter to the point for you. They will send the Meter Operator a request and they will book an engineer in to come and do it for you.

I only say that because I've seen customers end up without a supply when Distribution have done the work and not been able to fit the meter back on.

The Distributor (EDF in your case) is the right place to arrange this with as they deal with the physical delivery of power to your property. Sadly, Distributors pretty much have a monopoly since they tend to supply cabling for their old region.