Faulty Guru Hub prepaid meter

prudence16

Hi,

The display on the Guru Hub meter (a smart energy meter, heating and hot water controller) in my daughter's flat, which she purchased 3 months ago, has gone blank and lost all connection to the the metering and billing provider, Insite Energy. She has no means to re-charge it and her heating was also disconnected, though she still gets hot water (for now).

It's a leasehold flat in 6-year-old tower building on a heat network (she cannot choose a heat supplier), all electric (no gas) and a managing agency deals with the building on behalf of the landlord.  She has called Insite Energy to ask them to check the meter but then they sent a purchasing order to the managing agency to the amount of £255 call out charge for 3 hours +  between £360 and £ 425, if equipment replacement is required!! The managing agency has asked for her approval, because they will be passing the bill to her.

I was in shock, because, as an owner of a freehold property, have always had the suppliers come and inspect their meters free of charge (that is, if something goes wrong without the meters being tempered with). We've spent three days arguing with both Insite and the managing agency with no action taken about her heating, although, by regulations, an energy supplier is required to investigate a faulty meter within 3 hours on a weekday (4 on a weekend). Insite say their contract is with the 'heat supplier', which is the landlord and only take instructions from them. The managing agency say my daughter is responsible for all equipment in her flat and they are not the 'heat supplier'.
We even contacted the Landlord (the developer), who just said they had no more dealings with the building.. As the flat is on a heat network, the HEAT NETWORK (METERING AND BILLING) REGULATIONS 2014 (AS AMENDED IN 2015 AND 2020), Regulation 8, 10.1 states that:
In accordance with the Regulations, heat suppliers (usually landlords) must ensure that any installed meters and heat cost allocators are: 

• continuously operating correctly; and 

• properly maintained and periodically checked for errors. 

We still can't identify who the 'heat supplier' is though it seems it's the managing agency on behalf of the Landlord.

Can she do anything to reduce the huge, unjustified cost of the call-out and possibly a new meter? It's very much a hostage situation where if she doesn't pay up she will be freezing in the coming winter months. Her electricity is on a separate meter and an electric heater is another option, I guess (until she has hot water, at least). Her neighbours have told her that Insite Energy do inspections of all meters twice per year, so should she wait for the next inspection?

Any advice would be greatly appreciated!

adhodgson

Unfortunately I think you will have to pay the cost to restore the meter. I was in a similar situation earlier on this year in my flat where the meter on the heat interface unit failed due to a battery failure which caused the Guru Hub to believe the meter had been tampered with and so cut me off from hot water. As you explained in your post you can trick the system into giving you hot water by turning off the power to the hub itself but this will isolate the heating system in most cases. I ended up paying £500 to get a replacement meter and have it fitted by an engineer. I think there is a distinct lack of regulations with these heat networks and what is and is not included in the maintenance. I am happy to pay maintenance for the heat interface unit itself but when it comes to the actual metering equipment especially given the fact that its usually controlled and operated/connects to a network which isn't controlled by you, you shouldn't be in a position to pay for repairs to this in my opinion. I have a neighbour who has a faulty Guru unit screen but they are able to top up via the online facility and the unit is receiving the credit even though they can't see final balance on the screen. As a visually impaired person myself I am in that same situation anyhow. It may be worth trying this if you haven't already.

stewie_griffin

It doesn't look like Insite Energy are part of the Heat Trust scheme so there's probably very little you can do but pay up. Although as you say they're not the heat network provider just a billing company. Do you know where the main energy centre for the development is as it might give you some clues as to who owns it.