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

CSI_Yorkshire

MeteredOut said:

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?         

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?

I think they mean there were readings greater than 6m3 per hour, not errors greater than 6m3 per hour.

MeteredOut

CSI_Yorkshire said:

MeteredOut said:

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?         

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?

I think they mean there were readings greater than 6m3 per hour, not errors greater than 6m3 per hour.

I certainly hope so.

DPatroller

I've not contacted the Ombudsman yet. It all refers to So Energy.

6m3 is just the 'maximum working capacity' for the (Siemens E6) meter. I doubt the Landis & Gyr is different. It is specifically referred to in the SGS letter my neighbour received. The rate fluctuates slightly but my meter has been pretty much averaging that for 3 weeks now.  

Zandoni

MeteredOut said:

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.

I’m not sure really in my day people only had to ask and the test was carried out. They can say they don’t agree it faulty but they are not qualified to say that. I have tested or supervised the tests of millions (not an exaggeration) of gas meters and 99.9% of them I couldn’t tell if they were accurate until they went on test.

MeteredOut

Zandoni said:

MeteredOut said:

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.

I’m not sure really in my day people only had to ask and the test was carried out. They can say they don’t agree it faulty but they are not qualified to say that. I have tested or supervised the tests of millions (not an exaggeration) of gas meters and 99.9% of them I couldn’t tell if they were accurate until they went on test.

I have (kinda) tested 1 meter (not an exaggeration) and I can tell its not accurate

Zandoni

MeteredOut said:

Zandoni said:

MeteredOut said:

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.

I’m not sure really in my day people only had to ask and the test was carried out. They can say they don’t agree it faulty but they are not qualified to say that. I have tested or supervised the tests of millions (not an exaggeration) of gas meters and 99.9% of them I couldn’t tell if they were accurate until they went on test.

I have (kinda) tested 1 meter (not an exaggeration) and I can tell its not accurate

Hehe, that was my 0.1 %.

Annemos

Good evening MeteredOut

I submitted my Ombudsman Complaint at 2pm last Sunday. 

I was very surprised that I did not get an e-mail confirmation. (And no phone call.) 

(When I went to the Financial Ombudsman, I received confirmation at every step and after every e-mail.) 


Did you get an actual e-mail confirmation from the Energy Ombudsman? 


I can see the complaint in my account. With this note on there ......

Your case is underway

We’re carrying out some additional checks and once these have been completed, your complaint will be shared with your supplier. In the meantime, you’re able to add more supporting information if you have it.

MeteredOut

Annemos said:

Good evening MeteredOut

I submitted my Ombudsman Complaint at 2pm last Sunday. 

I was very surprised that I did not get an e-mail confirmation. (And no phone call.) 

(When I went to the Financial Ombudsman, I received confirmation at every step and after every e-mail.) 


Did you get an actual e-mail confirmation from the Energy Ombudsman? 


I can see the complaint in my account. With this note on there ......

Your case is underway

We’re carrying out some additional checks and once these have been completed, your complaint will be shared with your supplier. In the meantime, you’re able to add more supporting information if you have it.

Hi,

Yes, I got this shortly after submission, but since it was personalised with the case handlers details, I suspect its not automated and only sent once a handler has been allocated.

Hello Thank you for submitting your dispute with reference number <case number>. Your case has been assigned to a case handler, who will contact you and let you know if they need any further information at this point. Or, if you need to contact them you can find their details below:  <case handler name> <telephone number> You can also keep track of where your dispute is up to or view any updates by accessing your online account here:

<link to complain>

If we have previously asked you for any further information or evidence that you have not provided yet, you must still send this to us in order for the dispute to continue. For example, this may be permission from the account holder for you to raise this dispute on their behalf. Thanks  Your Ombudsman Services team

MeteredOut

Quick update: ombudsman process in full swing.

I added my extensive evidence, EDF ignored it added very scarce comments (same rubbish as before, gas will flow through meter even when isolated from gas via value, no comment on video evidence, and also stated that I had been given £130 as a goodwill payment in January, which is incorrect).

EDF reiterated their offer to swap out the meter and monitor usage, but still no offer for an OFMAT.

That's the evidence/case preparation phase of the process now complete and it is now with the case handler to make his decision. The site says next action due: 29th August.

mhol

So glad I came across this forum and foregoing postings. After returning from holiday, I realised that gas usage was indicated when there had been no demand. Subsequent checks after a no-fault leak test, confirmed that with no demand, gas usage of 0.5 cu. m per day was being registered. Only after reading this post did it occur to me that my meter might also be incrementing even when the gas supply is isolated - and lo and behold, it is.  It is a Landis & Gyr Libra 310P.  My financial hit, approx. 50p per day, I realise is miniscule compared to MeteredOut’s problem, but I’m not looking forward to getting the issue sorted with Ovo Energy given the EDF hassle detailed above. But thank you to all who have posted in such useful detail on this issue so far.