Smart meter fitted - but left with open contacts on service head - how to resolve if EDF won't fix

ginnie20

We had a smart meter fitted 6 months ago by an EDF appointed engineer.
An electrician who visited today for a different job said that the smart meter job was not completed correctly. There are exposed contacts on the service head and this is dangerous. It's in a cupboard so we hadn't noticed this prior to his visit.
He also said that the service head is the responsibility of EDF and that I should contact them to fix the issue.

I contacted EDF who told me that because it wasn't EDF that had noticed the issue, they couldn't send out an engineer to make it safe. 
So - a private electrician can't make it safe because it is the responsibility of EDF
and EDF tell me they can't take it safe because they haven't seen it. They won't send anyone out to see it.
What should I do next?

QrizB

Complain to EDF. They are responsible for the safety of your electricity meter.

Ectophile

If it's the supply cut-out, the thing with the fuse in it, then that belongs to your regional DNO.  The meter belongs to your supplier.

[Deleted User]

And as they are saying "service head" - which has been used as a description for equipment ranging from "only the incoming cable and the supply-side terminals of the cut-out" to "the cable, the load-side meter tails, and everything in between" - either might be true.

Phones4Chris

As the problem only arose as a consequence of EDF fitting the Smart Meter, it is their responsibility. Sounds like you had a jobs-worth agent give you bad advice. Complain again but make it a formal complaint which they will have to deal with. If they fail after 8 weeks you can go to the ombudsman, but I would raise it to CEO level first.
See https://www.edfenergy.com/for-home/help-support/making-complaint

cymruchris

Do you have access to Twitter? (Or another family member?) I would contact them via their direct message service and send them a photo. Then they can't say they haven't seen it. (Twitter seems to generally get a decent response to complaints for some unknown reason)

macman

If the live supply is exposed, isn't this a case where calling the emergency service out is justified?

FreeBear

macman said: If the live supply is exposed, isn't this a case where calling the emergency service out is justified?

Yes. And I'd be ringing the DNO and leave them to argue the toss with EDF.

[Deleted User]

I'd be ringing the DNO

The DNO could reasonably take the view that its responsibility finishes at the main house fuse. Suppliers are responsible for smart meter assets.

On-the-coast

Lot's of good advice above.
Most of us don't realise that we actually have two companies providing power to our houses, and in/out sides of the meter is basically where the responsibility hands over.  I guess the standing charge we pay to our provider is used by our named electricity supplier to pay the DNO (distribution network operator).

A photo would be helpful to understand exactly whose the responsibility is, but from what you've said EDF has responsibility to make things right.
It's dangerous... and particularly so since there will be no RCD type protection at that point.

I friend of mine spent ages (well weeks) trying to get EDF and Southern (our DNO) to sort out her problems - most of which were with EDF and being bounced too and fro between claimed responsibilities.  She got £100 from EDF by complaining and asking them how they intended to compensate her.... so be persistant! (and careful with that cupboard).

EssexHebridean

[Deleted User] said:

I'd be ringing the DNO

The DNO could reasonably take the view that its responsibility finishes at the main house fuse. Suppliers are responsible for smart meter assets.

My suspicion is that they would still investigate and make safe though - and then they can argue the toss with the supplier from there. If I had to guess whether the OP, or the DNO was more likely to be successful in having said argument with EDF, my money would be firmly on the DNO!