Gas Meter Still Increasing Whilst Gas Isolated (Siemens/Landis+Gyr E6S)

CSI_Yorkshire

Zandoni said:

MeteredOut said:

Zandoni said:

MeteredOut said:

Quick update - got to the point where EDF admitted they were not going to do an OFMAT (their level of obfuscation and misinterpretation of the evidence reached new lows), so an Ombudsman case has been raised with *lots* of evidence.

Got a call within 5 minutes of pressing submit from the case handler, who  talked me through the next steps. EDF have a few weeks to add their own evidence, so it’s not a fast process.

This is so weird, it’s your right to have the meter tested. At the end of the day if it’s not faulty you pay.

Apparently its not my right.

The complaints resolution team made it clear the gas meter team are refusing to do so and that the only way to get an OFMAT was via the ombudsman, who can force them (the ombudsman person I spoke to confirmed they can do that).

The gas meter team seemingly refused to view the video's showing the meter incrementing whilst the valve is off, and are still maintaining the 7 day readings I gave them, which show 45kWh usage per day, are valid, despite me telling them repeatedly that no domestic heating was off for the whole period and there was limited hot water usage ( a couple of showers per day plus general hand washing).

Did you point this out to them “ If you have contacted your energy supplier (the company sending the bills) about your gas meter readings but remain unhappy at the outcome, you have the right to request an independent test of your meter.”

https://www.gov.uk/guidance/gas-meter-accuracy-and-disputes

I could see an answer along the lines of "right to request not right to have done"

Zandoni

CSI_Yorkshire said:

Zandoni said:

MeteredOut said:

Zandoni said:

MeteredOut said:

Quick update - got to the point where EDF admitted they were not going to do an OFMAT (their level of obfuscation and misinterpretation of the evidence reached new lows), so an Ombudsman case has been raised with *lots* of evidence.

Got a call within 5 minutes of pressing submit from the case handler, who  talked me through the next steps. EDF have a few weeks to add their own evidence, so it’s not a fast process.

This is so weird, it’s your right to have the meter tested. At the end of the day if it’s not faulty you pay.

Apparently its not my right.

The complaints resolution team made it clear the gas meter team are refusing to do so and that the only way to get an OFMAT was via the ombudsman, who can force them (the ombudsman person I spoke to confirmed they can do that).

The gas meter team seemingly refused to view the video's showing the meter incrementing whilst the valve is off, and are still maintaining the 7 day readings I gave them, which show 45kWh usage per day, are valid, despite me telling them repeatedly that no domestic heating was off for the whole period and there was limited hot water usage ( a couple of showers per day plus general hand washing).

Did you point this out to them “ If you have contacted your energy supplier (the company sending the bills) about your gas meter readings but remain unhappy at the outcome, you have the right to request an independent test of your meter.”

https://www.gov.uk/guidance/gas-meter-accuracy-and-disputes

I could see an answer along the lines of "right to request not right to have done"

It's always been a consumers right to dispute the accuracy of their meters, thats why the service is there.

MeteredOut

Zandoni said:

MeteredOut said:

Zandoni said:

MeteredOut said:

Quick update - got to the point where EDF admitted they were not going to do an OFMAT (their level of obfuscation and misinterpretation of the evidence reached new lows), so an Ombudsman case has been raised with *lots* of evidence.

Got a call within 5 minutes of pressing submit from the case handler, who  talked me through the next steps. EDF have a few weeks to add their own evidence, so it’s not a fast process.

This is so weird, it’s your right to have the meter tested. At the end of the day if it’s not faulty you pay.

Apparently its not my right.

The complaints resolution team made it clear the gas meter team are refusing to do so and that the only way to get an OFMAT was via the ombudsman, who can force them (the ombudsman person I spoke to confirmed they can do that).

The gas meter team seemingly refused to view the video's showing the meter incrementing whilst the valve is off, and are still maintaining the 7 day readings I gave them, which show 45kWh usage per day, are valid, despite me telling them repeatedly that no domestic heating was off for the whole period and there was limited hot water usage ( a couple of showers per day plus general hand washing).

Did you point this out to them “ If you have contacted your energy supplier (the company sending the bills) about your gas meter readings but remain unhappy at the outcome, you have the right to request an independent test of your meter.”

https://www.gov.uk/guidance/gas-meter-accuracy-and-disputes

Yes, I have the right to request a test. I did so. They have said no. They're playing games. Ombudsman it is.

MeteredOut

CSI_Yorkshire said:

Zandoni said:

MeteredOut said:

Zandoni said:

MeteredOut said:

Quick update - got to the point where EDF admitted they were not going to do an OFMAT (their level of obfuscation and misinterpretation of the evidence reached new lows), so an Ombudsman case has been raised with *lots* of evidence.

Got a call within 5 minutes of pressing submit from the case handler, who  talked me through the next steps. EDF have a few weeks to add their own evidence, so it’s not a fast process.

This is so weird, it’s your right to have the meter tested. At the end of the day if it’s not faulty you pay.

Apparently its not my right.

The complaints resolution team made it clear the gas meter team are refusing to do so and that the only way to get an OFMAT was via the ombudsman, who can force them (the ombudsman person I spoke to confirmed they can do that).

The gas meter team seemingly refused to view the video's showing the meter incrementing whilst the valve is off, and are still maintaining the 7 day readings I gave them, which show 45kWh usage per day, are valid, despite me telling them repeatedly that no domestic heating was off for the whole period and there was limited hot water usage ( a couple of showers per day plus general hand washing).

Did you point this out to them “ If you have contacted your energy supplier (the company sending the bills) about your gas meter readings but remain unhappy at the outcome, you have the right to request an independent test of your meter.”

https://www.gov.uk/guidance/gas-meter-accuracy-and-disputes

I could see an answer along the lines of "right to request not right to have done"

Exactly what they've said, if not exactly in those words.

Zandoni

"Suppliers have a time limit they must follow when dealing with faulty meters, under Ofgem’s Guaranteed Standard of Performance (GSOP). 

The supplier needs to investigate the problem, take action if needed, and put this in writing to you. 

If it doesn't do this within five working days, it must pay you £30 in compensation. A further £30 is paid if it doesn’t pay the initial sum within 10 working days."

 https://www.which.co.uk/consumer-rights/advice/i-think-my-energy-meter-is-faulty-a2TuF9Y5HzfB

MeteredOut

Zandoni said:

"Suppliers have a time limit they must follow when dealing with faulty meters, under Ofgem’s Guaranteed Standard of Performance (GSOP). 

The supplier needs to investigate the problem, take action if needed, and put this in writing to you. 

If it doesn't do this within five working days, it must pay you £30 in compensation. A further £30 is paid if it doesn’t pay the initial sum within 10 working days."

 https://www.which.co.uk/consumer-rights/advice/i-think-my-energy-meter-is-faulty-a2TuF9Y5HzfB

Thanks, any idea which specific bit of GSOP they've not complied with? I'll go try find and raise another complaint with them about that.

But I suspect they'll say they don't agree it's faulty, so there's nothing to comply with.

MeteredOut

@[Deleted User] has answered that on another thread (https://forums.moneysavingexpert.com/discussion/comment/80155264/#Comment_80155264)

Read Sections 4 and 8. These performance standards are also included in Supply Licences:

https://www.legislation.gov.uk/uksi/2015/1544/made

Edit: And on the EDF Website

https://www.edfenergy.com/sites/default/files/r863_guide_to_service_standards_aw1_e5.pdf

I suspect EDF will hide behind 4.(4)(a)

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

in that they'll say they've made an assessment and assessed that my meter is not operating outside of the margins of error. I've had correspondence to that effect, even though they've made some fundamental mistakes/assumptions when making that decision (which I've called out). I actually know they've simply not looked at some of the evidence, as the view count on the YouTube videos has not incremented.

They didn't do it to the timescales in the regulations, however.

DPatroller

I thought I'd provide an update on my case. One month in to the complaint and 20 or so efforts at communication from me So Energy are doing a very good impression of completely ignoring me. The day 1 Official Complaint automated response promise to assign a Dedicated Complaint Manager within 5 days has not been met after a month. Every effort at communication has been from me to them. Last week someone bothered to read the complaint after I called and advised (verbally) that the meter Team agree it is a faulty meter and needs changing. However no engineers are available to do this and as it is not a gas emergency the booking cannot be fast-tracked. The guy who got me this far (last Wednesday) promised to actively pursue engineer bookings daily, but he was apparently promoted and changed departments last Friday. He is no longer available to discuss it and did not get back to me to advise progress as he had promised. I still have no regular contact person. I have lots of evidence of my meter reading outside its stated parameters (greater than 6 cubic metres per hour). It has now excelled itself by recording over £2,500 worth of gas usage in the last 20 days during which the heating has never been on. I don't think So Energy intend to get the meter OFMAT tested and I can see it is a waste of money doing so as it so clearly faulty. I can't see they have a leg to stand on in ever suggesting it isn't broken so I'm not bothered. I'd spotted the £30 compensation rights but I'm owed over £4,000 for prior years so it is pretty irrelevant. If it goes that far I'm really looking forward to the Ombudsman triggered apology.   

I put in a new boiler as a direct consequence of high gas readings caused by this meter. The old boiler was 23 years old (though serviced annually and apparently working fine). It's an upgrade but could I claim at least partial compensation for that as well?         

CSI_Yorkshire

DPatroller said:

 could I claim at least partial compensation for that as well?         

No, you couldn't.

MeteredOut

DPatroller said:

I thought I'd provide an update on my case. One month in to the complaint and 20 or so efforts at communication from me So Energy are doing a very good impression of completely ignoring me. The day 1 Official Complaint automated response promise to assign a Dedicated Complaint Manager within 5 days has not been met after a month. Every effort at communication has been from me to them. Last week someone bothered to read the complaint after I called and advised (verbally) that the meter Team agree it is a faulty meter and needs changing. However no engineers are available to do this and as it is not a gas emergency the booking cannot be fast-tracked. The guy who got me this far (last Wednesday) promised to actively pursue engineer bookings daily, but he was apparently promoted and changed departments last Friday. He is no longer available to discuss it and did not get back to me to advise progress as he had promised. I still have no regular contact person. I have lots of evidence of my meter reading outside its stated parameters (greater than 6 cubic metres per hour). It has now excelled itself by recording over £2,500 worth of gas usage in the last 20 days during which the heating has never been on. I don't think So Energy intend to get the meter OFMAT tested and I can see it is a waste of money doing so as it so clearly faulty. I can't see they have a leg to stand on in ever suggesting it isn't broken so I'm not bothered. I'd spotted the £30 compensation rights but I'm owed over £4,000 for prior years so it is pretty irrelevant. If it goes that far I'm really looking forward to the Ombudsman triggered apology.   

I put in a new boiler as a direct consequence of high gas readings caused by this meter. The old boiler was 23 years old (though serviced annually and apparently working fine). It's an upgrade but could I claim at least partial compensation for that as well?         

Interesting update, thanks. I'm surprised with the Ombudsman given that 1 got a call from them a full 5 minutes pressing submit on the form, though he made it clear i'd likely not hear anything for another 3-4 weeks, due to the next steps in the process, which includes given the supplier time to comment on the evidence.

Its not clear when you say "someone bothered to read the complaint" whether you mean So Energy of the Ombudsman?

One question, you said the acceptable variance for your meter are 6m3 per hour (roughly 68kWh per hour). That seems *very* high. From where did you get that figure?