Electric meter faulty - energy supplier wants to fit smart meters

MWT

Gerry1 said:

MWT said:

Gerry1 said:

So I think we can take all its claims with a very large pinch of salt.

Take as much salt as you want Gerry, I've yet to find anything in the segment I quoted to be inaccurate in terms of current BEIS/Ofgem statements/rules.

Let me put it another way.  Do you have any official links to those "BEIS/Ofgem statements/rules"?

They are scattered across a few documents and in fairly inaccessible language which is why I prefer that simple English list.

This is not a fully current list of where all those parts are, but is a good place to start...

https://www.ofgem.gov.uk/publications/licence-guide-smart-metering

Gerry1

MWT said:

Gerry1 said:

MWT said:

Gerry1 said:

So I think we can take all its claims with a very large pinch of salt.

Take as much salt as you want Gerry, I've yet to find anything in the segment I quoted to be inaccurate in terms of current BEIS/Ofgem statements/rules.

Let me put it another way.  Do you have any official links to those "BEIS/Ofgem statements/rules"?

They are scattered across a few documents and in fairly inaccessible language which is why I prefer that simple English list.

This is not a fully current list of where all those parts are, but is a good place to start...

https://www.ofgem.gov.uk/publications/licence-guide-smart-metering

Its publication date was 16/11/2017 and it was updated on 21/02/2019.

So it's well before the time when BEIS are supposed to have quietly changed the rules; Ofgem changed its info page in January 2021.

MWT

Yes, as I said, that it not an up to date list, but it is a good reference for where the parts are located, mostly scattered across the SLC but you have to locate the most recent versions of the parts and the planned changes to those parts.

If you want to see just how much of the changes are in the public domain just Goggle 'Ofgem Market-wide half hourly settlement' ...

It isn't being done quietly it is very public, but in places and a format the public finds rather indigestible.

The end-point of these changes is that the customers will not have the right to deny access to half-half hour data for the purposes of settlement and of course the pressure on installing smart meters will ramp up as it will become increasingly unattractive for suppliers to have customers for whom they cannot use half-hourly settlement...

Gerry1

@MWT We'll have to disagree on this.

The smartme.co.uk site you quote provides no references for its claims.

Similarly, an online search doesn't yield any results for its claims, so until you or they can provide official links then its list of claims has to be regarded as unverified at best and fake at worst.

MWT

Its a free world they say, so that's fine Gerry, you can get to the same conclusions by reading through the SLC and the Ofgem publications re the settlement changes currently in progress, as I've already mentioned, you just won't find all the details cleanly set out in one place.

chaotic_j

Hi @Section62 I was offered £30 compensation before the issues were resolved, now this has been upped to £100 which is still a lot less than what I've asked for.

Now asked for deadlock letter so I can go to the Ombudsman, the energy supplier say that the Ombudsman would only look at customer service failings not any time I've spent researching or dealing with the issue.

They say it's unlikely to be more than £100. I feel since they have messed me about so much there should be a good chance for it to be.

In the end, they fit the smart electricity meter which as it's in the cellar, doesn't actually communicate with their network so is in 'dumb mode' and the gas meter they couldn't replace anyway as due to it being a large house we have a commercial size meter which they don't offer a replacement for yet.

So all this hassle, to'ing and fro'ing with emails etc. and in the end they have done, exactly what I wanted them to just do in the first place!

Section62

chaotic_j said:

Hi Section62 I was offered £30 compensation before the issues were resolved, now this has been upped to £100 which is still a lot less than what I've asked for.

Now asked for deadlock letter so I can go to the Ombudsman, the energy supplier say that the Ombudsman would only look at customer service failings not any time I've spent researching or dealing with the issue.

They say it's unlikely to be more than £100. I feel since they have messed me about so much there should be a good chance for it to be.

In the end, they fit the smart electricity meter which as it's in the cellar, doesn't actually communicate with their network so is in 'dumb mode' and the gas meter they couldn't replace anyway as due to it being a large house we have a commercial size meter which they don't offer a replacement for yet.

So all this hassle, to'ing and fro'ing with emails etc. and in the end they have done, exactly what I wanted them to just do in the first place!

I would ask them - very politely - to confirm whether they are refusing to issue you with a deadlock letter.

Giving you incorrect information was a customer service failure.  Your time and trouble to find out what the true position is would have been unnecessary if they had done their job properly.

You may not get more than £100, but if the energy co believe you will go to the ombudsman they may up it a bit themselves.

How much did you ask for, and how did you calculate the figure?

[Deleted User]

chaotic_j said:

Hi @Section62 I was offered £30 compensation before the issues were resolved, now this has been upped to £100 which is still a lot less than what I've asked for.

Now asked for deadlock letter so I can go to the Ombudsman, the energy supplier say that the Ombudsman would only look at customer service failings not any time I've spent researching or dealing with the issue.

They say it's unlikely to be more than £100. I feel since they have messed me about so much there should be a good chance for it to be.

In the end, they fit the smart electricity meter which as it's in the cellar, doesn't actually communicate with their network so is in 'dumb mode' and the gas meter they couldn't replace anyway as due to it being a large house we have a commercial size meter which they don't offer a replacement for yet.

So all this hassle, to'ing and fro'ing with emails etc. and in the end they have done, exactly what I wanted them to just do in the first place!

The Energy Ombudsman investigates absolutely nothing. It reviews the evidence that you provide and the case file from the supplier. If you feel that you are owed money for the time that you have spent dealing with this issue then your only option is to take the supplier to Court. You need to bear in mind that Energy Ombudsman Decisions may not go the way that you want!

Section62

Dolor said:

chaotic_j said:

Hi @Section62 I was offered £30 compensation before the issues were resolved, now this has been upped to £100 which is still a lot less than what I've asked for.

Now asked for deadlock letter so I can go to the Ombudsman, the energy supplier say that the Ombudsman would only look at customer service failings not any time I've spent researching or dealing with the issue.

They say it's unlikely to be more than £100. I feel since they have messed me about so much there should be a good chance for it to be.

In the end, they fit the smart electricity meter which as it's in the cellar, doesn't actually communicate with their network so is in 'dumb mode' and the gas meter they couldn't replace anyway as due to it being a large house we have a commercial size meter which they don't offer a replacement for yet.

So all this hassle, to'ing and fro'ing with emails etc. and in the end they have done, exactly what I wanted them to just do in the first place!

The Energy Ombudsman investigates absolutely nothing. It reviews the evidence that you provide and the case file from the supplier. If you feel that you are owed money for the time that you have spent dealing with this issue then your only option is to take the supplier to Court. You need to bear in mind that Energy Ombudsman Decisions may not go the way that you want!

That is poor/incorrect advice.

The OP's first option, having complained to the provider, is to take the complaint to the ombudsman.

The ombudsman's role is to find a resolution to the complaint.  That may include making a financial award.

Whether the award is more than £100, or anything like the figure the OP has in mind, depends on the details of the case, some of which we've not yet seen.

Legal action should only be considered after exhausting the ombudsman route.

MWT

Section62 said:

That is poor/incorrect advice.

The OP's first option, having complained to the provider, is to take the complaint to the ombudsman.

The ombudsman's role is to find a resolution to the complaint.  That may include making a financial award.

Whether the award is more than £100, or anything like the figure the OP has in mind, depends on the details of the case, some of which we've not yet seen.

Legal action should only be considered after exhausting the ombudsman route.

The advice given was specifically in relation to compensation for time dealing with the issue and in that regard it isn't poor advice as that is pretty much outside the scope of the Ombudsman's remit. They can and do award small amounts for poor customer service, they do not compensate for lost time...

... and yes going to the Ombudsman first is still an option, but the ruling would be available to be used by the energy company if there is a subsequent court case, so consider if that is likely to be helpful or not...