Ebico - Meter Readings

KorkyKat

Had a terrible day today with Ebico and their meter reading agency system. First, I am self shielding because of a number of co-morbidities and have been since the outbreak in early March. Today, Ebico sent a meter reader from TMA. To be fair to the man from TMA, he did say he could leave a card to make an appointment for some other time. I made the mistake of allowing him entry to take the readings. Later, I contacted Ebico and asked why they are sending meter readers to people who are self shielding. Their replies were risible.

They said: They have a legal obligation to check meters every two years. Leaving aside the fact that it was checked less than a year ago they also said:  "This is first and foremost a safety check to make sure that your meters are working safely. There is the added bonus of obtaining a reading, though this isn't the main purpose of the visit."

Oh really? No safety check was made of the meter, just a reading taken.

They also claim their meter reading agencies work to their own ad hoc schedule and call when in the area. I questioned why they are not informing or checking with people who are listed and registered as 'vulnerable users' before sending a meter reader. They replied: "...had we known it was due to be taking place at this time we would have advised you to not let the reader in."

This begs the question: What kind of system are they using that does not flag up vulnerable users? What do they mean by "...taking place at this time..."? Are they not aware that Covid-19 is still with us? Indeed, their web-site could request information from vulnerable customers so has to protect vulnerable customers but given it has not been updated since March and only concerns their staff there's a fat lot of a chance. It is evident they supply their meter reader agencies with customers names and addresses and nothing else.

I know they have been going through difficult times with senior management changes but they need to get a grip and fast in their communications with customers.

Finally, if you call the 0800 number for customer services you will be shocked to find it no longer works. Instead you will get a re-direct to an 0115 number. Best start saving your pennies if you need to call them as the wait often takes 20 minutes plus.

Gerry1

KorkyKat said:

Finally, if you call the 0800 number for customer services you will be shocked to find it no longer works. Instead you will get a re-direct to an 0115 number. Best start saving your pennies if you need to call them as the wait often takes 20 minutes plus.

0800 028 6699 is working fine for me.

MWT

Perhaps I am missing the point, but I'm not sure what made this a 'terrible day'.

The meter reader offered the option to book an appointment on a different day, but you chose to give him access anyway... ?

If you are on their 'Priority Services Register' that might have actually prompted the visit as quarterly meter readings are one of the services that is often offered...

Talldave

You could just not answer the door?

MWT

KorkyKat said:

Please feel free to indulge in pettifogging and completely ignore the fact that Ebico have not co-ordinated with their meter reading agencies who their vulnerable clients are and not to call on them. Had they done so a visit would not have been necessary.

Interesting word to use, as 'pettifogging' might just as well be applied to escalating the minor inconvenience of just saying 'no' into a major drama...

... but, if you are saying that you had previously informed Ebico that you were shielding and that no calls should be made at your address then yes, I would agree they have served you poorly.

Do keep in mind though that merely being on the PSR doesn't imply anything in particular about you or your circumstances so specifically telling them that you were shielding would have been appropriate if it was important to you that no attempts be made to visit your address at this time..

Talldave

What's an excessive number of posts?

Apologies if my question offends but my elderly parents have been shielding and only answer the door to pre-arranged callers for food deliveries. Opening the door to strangers is a definite no.

Anyway, back to forum noise, whatever that is.....