Main gas meter and smart meter not working

PatrickLB · 15 February 2022 at 12:57PM

We moved into a new house in July 2019. After 9 months (April 2021) the gas meter stopped recording any usage and the smart meter stopped working. We have periodically contacted British Gas (the energy supplier) to fix the problem, but they have failed to send an engineer and cancelled the most recent appoinment, apparently on the grounds of staff shortages. The contact was via the British Gas online chat, for which I have no record, but presumably these are kept by British Gas?

If and when we are billed, how is the bill calculated? If it's an average over the period that the meter was working, the only winter for reference was during lockdown, with all our family at home and therefore unrepresentative of a normal winter. Or can they only claim for a shorter period if they have done nothing to fix the meter?

QrizB · 15 February 2022 at 1:26PM

Welcome to the LPG, Oil, Solid and Other Fuels section.

Your post will be moved to the appropriate section by a member of the forum team when they notice.

I suggest you register a formal complaint with BG, requesting that they provide appropriate metering equipment.

MSE_ForumTeam5 · 17 February 2022 at 10:20AM

We've moved this to the main Energy board

EssexHebridean · 17 February 2022 at 11:03AM

If you moved in in July 2019 then you should have winter 2019/20 as a reference at least - which should be representative of "normal" up to mid March. And allowing that as I recall that first bit of the original lockdown was unseasonably warm, fingers crossed the being at home bit shouldn't have skewed things too much.