Urgent Help Needed No Gas

Terrylw1

You can complain to Energywatch and here is the BGas MD'd details:

Phil Bentley
Managing Director
British Gas
Millstream
Maidenhead Road
Windsor
Berkshire SL4 5GD

poppyscorner

dmg24 wrote: »

Transco no longer exist, it is all part of National Grid. If an engineer comes out to a false leaking gas report, they will bill the customer and they will not fix the fault.

poppyscorner, is there anywhere else you can go tonight? If you are in Nottingham you are all very welcome to my sofa. I would ask my Dad for more advice but as it is the meter I don't think he will be able to help (he works on the supply side).

Awww Thank you we arent in Nottingham but that was a lovely offer :A

Have eventually got it sorted came out at 7pm yesterday to sort it they said it was when the gas shut off it had not done so properly so the meter registered a fault. I complained via BG website and they replied with this email.

I am truly sorry for the distress and upset caused to you by this matter, and the repeated contact you have had to have with us before your situation is resolved.
Service to our customers is of great importance and is taken very seriously by management and staff of all levels. It is therefore most disappointing when we fail to provide the standard of service our customers have a right to expect. We do try to learn from mistakes or criticism to improve our service and avoid errors being repeated. We constantly research customer opinions to help us develop the kind of service we believe our customers want. I assure you this is not typical of the service we wish to provide our valued customers and this will reflect in all future communication you have with us.
It is never our intention for any customer to experience distress or inconvenience as a consequence of our actions. I regret the difficulties we have caused you.
I confirm that whenever any of our customers is without gas, we make every effort to arrange an engineer appointment for the same day. However, on some occasions this may not be possible as an engineer’s visit cannot be arranged during certain hours. Please accept my sincere apologies for the inconvenience this has caused you.
Our records indicate that the appointment to check your faulty meter on 12 November 2007 has been completed. I trust that this appointment has been successful, however, if you have any further queries, please contact us on 0845 955 5700* and one of our Customer Service Advisors will be happy to help.

So that is their response to it I have rang energywatch today and also complained to them.
Thanks to all MSE users who responded to me in my hour of need I didnt expect that response at that time of night we did manage to borrow a fan heater to have a little heat in the living room for the children until it was fixed but it was still soo cold and we had our first snowfall yesterday aswell.

Thanks again

Poppy and family xx:T :T :T :T :T :T

Terrylw1

Glad you got it sorted which is the main thing.

Thats a very nice standard type apology letter than they have copie & pasted into an email. I think that offering some form of compensation would have been a better way rather than an empty apology.

I'm sure that will happen now Energywatch are involved. Regardless there are rules against leaving small children off supply where the Supplier can do something about it.

I know less about gas but I can tell you that on the elec side, this would have been unacceptable. I've had a distributor out on elec for this before and agreed to pay additional charges.

May be worth checking if you can be added to the PSR (Priority Services Register) with them. It used to be extremely tough to get on it and even disabled people used to get turned down but the SAP project has opened that up to cover small children dependant on circumstance so worth investigating.

Good luck