gas meter - fault time to respond ?

Alizantil

Hi

  Gas meter has gone faulty on 5th , no gas output  - looks like the battery in smart meter is done, nothing on display when I press button.

 I'm with So Energy   they said they will have someone round within 15 working days

I read online that someone had to be here within 5 days

anyone know what regulations are

thanks

 

[Deleted User]

Faulty meters

4.—(1) This regulation applies where—

(a)a customer notifies their supplier that the customer considers that a meter, through which the customer receives a supply of gas or electricity from the supplier, is operating outside the margins of error; or

(b)a customer notifies their supplier of matters relating to a meter, through which the customer receives a supply of gas or electricity from the supplier, that the supplier ought reasonably to expect to mean that the meter is operating outside the margins of error.

(2) This regulation does not apply where the meter through which the customer receives the supply of gas or electricity is a prepayment meter.

(3) Where this regulation applies, the requirements on the supplier set out in paragraph (4)(a), (b) and (c) are each an individual standard of performance.

(4) Within 5 working days of receiving a notification under paragraph (1)(a) or (b), the supplier must—

(a)complete an initial assessment of whether the meter is operating outside the margins of error;

(b)take an appropriate action; and

(c)offer to confirm, in writing—

(i)the nature and outcome of that initial assessment and that appropriate action; and

(ii)the actions which the supplier will take to ensure that the customer is receiving the supply referred to in paragraph (1) through a meter operating within the margins of error and the timescale within which those actions will occur.

Source:

The Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

kayeb

Good luck with it.  My new gas smart meter stopped working about a month ago and it took 3 emails and 2 tweets to convince So Energy that the meter had stopped recording usage.  They’re referring it to their metering department, but I think it’ll take months to fix and it’ll be estimated in the meantime.

imeach

I've seen meters with blank screens, that have been like it over a couple of years
Never seems to be any rush.
And constantly coming across them, can have up to 10 a day, just on my own

Keep_pedalling

A faulty gas meter with no display is one thing, but one not delivering any gas is a step behind that and I would class it as an emergency as per the following I pulled off SSE’s website.

If it’s your gas meter you think is faulty, you might have a gas leak. If you can smell gas or have no gas supply, leave the house and call the National Gas Emergencies number immediately on 0800 111 999.

imeach

Keep_pedalling said:

A faulty gas meter with no display is one thing, but one not delivering any gas is a step behind that and I would class it as an emergency as per the following I pulled off SSE’s website.

If it’s your gas meter you think is faulty, you might have a gas leak. If you can smell gas or have no gas supply, leave the house and call the National Gas Emergencies number immediately on 0800 111 999.

AHH, when I first read OP's post, I thought it was  just a blank screen.
But they don't seem to have been back with an update yet

Alizantil

Meter was replaced today .

I'd  emailed last week  - with no response -  which has been my experience with emails to SoEnergy in the past.

after calling them again they informed me that my requirement had  been processed to the wrong department somehow.

Customers should have the ability to see any service tickets on their web site  , like broadband providers , so that ongoing procedure with faults can be readily viewed .

thanks for the replies

Over & Out