Seeking advice about british gas

mick8020

Good evening everyone 
Sorry if this is lengthy 
My sister in law is in need of advice and I knew this would be the best place for it
She is a mother of 3 
2 children are disabled 
2 weeks ago british gas cut off her supply without notice
Went 8 hours with no supply had to fit her asd son into nursery due to how distressed he was having no coping mechanisms what worked due to no electricity 
A engineer came out informed her to complain due to the supply been switched off through the system which is illegal and unheard of he got everything up and running again, she wasn't due to be paid for another 2 weeks so he advised her once the money runs out to ring and ask for  credit
They couldn't do it due to their system showing she was still monthly yet her meter money was running low no one could help and was promised an engineer would be out that night she went 20 hours without electricity as you can imagine this was very distressing for her and her children lost all her fridge and freezer food and left with 3 very distressed children it finally got turned on later the next day 
And the engineer pleaded with her to make a formal complaint as something isn't right 
She requested meters in 2020 due to been furlough and struggling with monthly payments and got into a small amount of arrears one engineer came out but refused to fit them due to covid19 test been done on her son and said he would come back but never did 
She doesn't know if its worth making another complaint or just leaving it alone but I agree with both engineers who came out that this is beyond poor service and something needs to be done to so it doesn't happen again 
She wanted me to get advice on who to complain to because the email british gas provided on their Web page for complaints are not acknowledging the ones we made on her behalf 
We have had to restock her food till she got paid again we wanted them to come to our home the night the electricity had gone but her son couldn't cope with unfamiliar surroundings and couldn't cope been at ours for an hour never mind a full night so we all tried to help best we could as a family but really all this falls down to british gas and their failings 
Any advice would be greatly appreciated 

JJ_Egan

Did BG know their where at risk occupiers ??

Gerry1

Is she on BG's Priority Services Register?  Call 0800 294 8604 to join.

mick8020

Yes they knew she was registered on the priority list when she requested the meters to be changed to pay as you go 

welshmoneylover

Is she on prepayment meters and self disconnected due to having no money?