Scottish Power says, "not my problem!" Is it legal?

Andrea15

Hi there,
I have a flat that I let out. My tenant has just left and found out that the prepayment electricity meter is faulty as you cannot read it. The tenant tried to get it fixed but because of Covid there were not sending engineers out. Last time she tried was in the summer.
Now I have tried again and, rather astonishingly, I was greeted by the same reply. The solution? Just keep topping it up...
I have a new tenant due to move into the flat in a few days and when I asked what I should tell him I was told, and I kid you not, "it is not my problem what you tell your tenant".
Needless to say I have complained immediately, but I wonder, don't they have a duty to maintain the meters? How can you have a pre-payment meter that you cannot read so you don't know whether you are paying way too much or way too little? Is it even legal??
Clearly COVID has nothing to do with it, but it must simply be a cost-cutting exercise, but still... My old tenant still doesn't know whether she is due any money or not.
In a few days someone from the complaints department is supposed to phone me. That is going to be interesting.

smjxm09

Order a pre payment smart meter, which will be installed free.   

dogshome

WRITE a letter headed Complaint and post it by Royal Mail at a Post Office, who on request will give you a free certificate of posting.

On receipt SP should issue you with a Complaint number - Remind them in the letter that they should do this

macman

Vote with your feet and switch supplier.

Gerry1

macman said:

Vote with your feet and switch supplier.

Just give the opening reading to the new supplier, and the closing reading to the old supplier.

Oh, wait...

Andrea15

Update:
they phoned me today instead of Friday. I was out and about, but managed to talk anyway.
Long story short, I (and my tenant) had been misinformed all along. It seems that you can get an appointment, but it is something like 3 weeks away and my new tenant will have moved in by then, so he will have to start the procedure all over again. HOWEVER, it transpires that as the electricity meter is malfunctioning we are not liable for any electricity consumption, but only for the standing charge; neither my tenant nor I had been made aware of this.
The guy was supposed to confirm all this in writing in an email which has not reached me yet. I'll give him the benefit of the doubt for now and wait. He also promised to follow up with a phone call tomorrow.