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

Gerry1

@mhol Welcome to the forum.

That's the same meter that caused @Matthaus73 so much grief, but he persevered and eventually won.

https://forums.moneysavingexpert.com/discussion/comment/76789208/#Comment_76789208

MeteredOut

The Ombudsman's decision is in:

•	Replace the gas meter.
•	Send the original gas meter for an OFMAT test.
•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.
•	Review the account and ensure all required GSoS have been paid.
•	Issue a letter of apology for the above-mentioned shortfalls in service.
•	Credit the account with £100 in recognition of the above shortfalls in service.

Exactly what I asked for in the claim (apart from compensation, which I not specifically mention). Now over to EDF. The detailed decision has given then 28 days to replace the meter and send the original for an OFMAT.

[Deleted User]

MeteredOut said:

The Ombudsman's decision is in:

•	Replace the gas meter.
•	Send the original gas meter for an OFMAT test.
•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.
•	Review the account and ensure all required GSoS have been paid.
•	Issue a letter of apology for the above-mentioned shortfalls in service.
•	Credit the account with £100 in recognition of the above shortfalls in service.

Exactly what I asked for in the claim (apart from compensation, which I not specifically mention). Now over to EDF. The detailed decision has given then 28 days to replace the meter and send the original for an OFMAT.

Is that the Final or Interim Decision?

MeteredOut

Dolor said:

MeteredOut said:

The Ombudsman's decision is in:

•	Replace the gas meter.
•	Send the original gas meter for an OFMAT test.
•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.
•	Review the account and ensure all required GSoS have been paid.
•	Issue a letter of apology for the above-mentioned shortfalls in service.
•	Credit the account with £100 in recognition of the above shortfalls in service.

Exactly what I asked for in the claim (apart from compensation, which I not specifically mention). Now over to EDF. The detailed decision has given then 28 days to replace the meter and send the original for an OFMAT.

Is that the Final or Interim Decision?

It just says decision issued. No mention of interim anywhere, so I assume final, but I believe EDF have the option to comment. I did have the option to comment, accept or decline. I accepted.

The supporting email stated:

Your case has now been investigated and we have issued our decision.

Please click on the button below to carefully review this decision and let us know if you want to accept or decline (or appeal) it. If you have any questions please ask by calling or sending a message on your online account before responding to the decision.

Once both parties have accepted the decision, the company will then have 28 days* to complete any resolutions we have set out. If you choose to decline, or do not respond to a decision, the case will be closed and the company will not be required to take any further action.

You or the company can appeal our decision but only if a mistake has been made, or you have new information for us to take into account (with a clear reason why this was not submitted earlier).

[Deleted User]

MeteredOut said:

Dolor said:

MeteredOut said:

The Ombudsman's decision is in:

•	Replace the gas meter.
•	Send the original gas meter for an OFMAT test.
•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.
•	Review the account and ensure all required GSoS have been paid.
•	Issue a letter of apology for the above-mentioned shortfalls in service.
•	Credit the account with £100 in recognition of the above shortfalls in service.

Exactly what I asked for in the claim (apart from compensation, which I not specifically mention). Now over to EDF. The detailed decision has given then 28 days to replace the meter and send the original for an OFMAT.

Is that the Final or Interim Decision?

It just says decision issued. No mention of interim anywhere, so I assume final, but I believe EDF have the option to comment. I did have the option to comment, accept or decline. I accepted.

The supporting email stated:

Your case has now been investigated and we have issued our decision.

Please click on the button below to carefully review this decision and let us know if you want to accept or decline (or appeal) it. If you have any questions please ask by calling or sending a message on your online account before responding to the decision.

Once both parties have accepted the decision, the company will then have 28 days* to complete any resolutions we have set out. If you choose to decline, or do not respond to a decision, the case will be closed and the company will not be required to take any further action.

You or the company can appeal our decision but only if a mistake has been made, or you have new information for us to take into account (with a clear reason why this was not submitted earlier).

In that case, it is an INTERIM Decision. You would have been wise to wait until EDF has commented before accepting it. Any comments made by the supplier go to a different investigator/reviewer. If the supplier’s comments/objections are accepted then the Decision immediately becomes FINAL and you have no further right of comment.

I learned this the hard way when EDF objected to an Interim Decision in my favour on a simple complaint. The reviewer failed to read the original complaint and took at face value what the EDF complaints’ team had submitted.

Bear in mind, many of the EOS team have worked for energy suppliers in the past. 

MeteredOut

Dolor said:

MeteredOut said:

Dolor said:

MeteredOut said:

The Ombudsman's decision is in:

•	Replace the gas meter.
•	Send the original gas meter for an OFMAT test.
•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.
•	Review the account and ensure all required GSoS have been paid.
•	Issue a letter of apology for the above-mentioned shortfalls in service.
•	Credit the account with £100 in recognition of the above shortfalls in service.

Exactly what I asked for in the claim (apart from compensation, which I not specifically mention). Now over to EDF. The detailed decision has given then 28 days to replace the meter and send the original for an OFMAT.

Is that the Final or Interim Decision?

It just says decision issued. No mention of interim anywhere, so I assume final, but I believe EDF have the option to comment. I did have the option to comment, accept or decline. I accepted.

The supporting email stated:

Your case has now been investigated and we have issued our decision.

Please click on the button below to carefully review this decision and let us know if you want to accept or decline (or appeal) it. If you have any questions please ask by calling or sending a message on your online account before responding to the decision.

Once both parties have accepted the decision, the company will then have 28 days* to complete any resolutions we have set out. If you choose to decline, or do not respond to a decision, the case will be closed and the company will not be required to take any further action.

You or the company can appeal our decision but only if a mistake has been made, or you have new information for us to take into account (with a clear reason why this was not submitted earlier).

In that case, it is an INTERIM Decision. You would have been wise to wait until EDF has commented before accepting it. Any comments made by the supplier go to a different investigator/reviewer. If the supplier’s comments/objections are accepted then the Decision immediately becomes FINAL and you have no further right of comment.

I learned this the hard way when EDF objected to an Interim Decision in my favour on a simple complaint. The reviewer failed to read the original complaint and took at face value what the EDF complaints’ team had submitted.

Bear in mind, many of the EOS team have worked for energy suppliers in the past. 

Not sure i had that option - it sounded like I had to accept/decline before it went to EDF to do the same. The system says

Waiting for company response

You do not need to do anything at the moment. You have accepted the decision on your case but the company has yet to provide any response. We will let you know as soon as the company accept or appeal the decision.

So it sound like i *should* have the option to have further discussions if they appeal.

The evidence is so obvious I can't see on what ground they could appeal. The decision also notes

You have provided a large amount of evidence to support your case and I am pleased to see that the company do not dispute what you are saying.

[Deleted User]

Not sure i had that option - it sounded like I had to accept/decline before it went to EDF to do the same.

You did have the option to delay your response for up to 28 days. I suspect that supplier Ombudsman Teams deliberately wait until the complainant has responded before sending in their comments. 

In my case, I wanted nothing more than a simple bill correction. Despite repeated attempts by me to show them where they had got it wrong on a manual billing adjustment, the complaints’ team refused to budge. Even if I was wrong, it would have cost them £00s less just to agree to my complaint. EOS issued an Interim Decision in my favour within 24 hours which I accepted. EDF then came up with comments that were in no way relevant to my complaint. EOS accepted this submission at face value. It then issued the Final Decision that required EDF to issue a new final bill which ignored the £1 or so that I was owed, but paid me £56 as a failed supplier credit which it had already paid to me on a previous bill.  I tried to do the right thing by pointing out the error to EOS, but a senior investigator refused to investigate. 

In an attempt to get EOS to look at its investigation/review processes, I raised a complaint against EOS. After a while EOS offered me a small goodwill payment but failed to respond to my complaint. I took EOS to its own Independent Assessor who upheld my complaint save for one minor part.

I am not a great fan of the EOS process.

MeteredOut

[Deleted User] said:

Not sure i had that option - it sounded like I had to accept/decline before it went to EDF to do the same.

You did have the option to delay your response for up to 28 days. I suspect that supplier Ombudsman Teams deliberately wait until the complainant has responded before sending in their comments. 

In my case, I wanted nothing more than a simple bill correction. Despite repeated attempts by me to show them where they had got it wrong on a manual billing adjustment, the complaints’ team refused to budge. Even if I was wrong, it would have cost them £00s less just to agree to my complaint. EOS issued an Interim Decision in my favour within 24 hours which I accepted. EDF then came up with comments that were in no way relevant to my complaint. EOS accepted this submission at face value. It then issued the Final Decision that required EDF to issue a new final bill which ignored the £1 or so that I was owed, but paid me £56 as a failed supplier credit which it had already paid to me on a previous bill.  I tried to do the right thing by pointing out the error to EOS, but a senior investigator refused to investigate. 

In an attempt to get EOS to look at its investigation/review processes, I raised a complaint against EOS. After a while EOS offered me a small goodwill payment but failed to respond to my complaint. I took EOS to its own Independent Assessor who upheld my complaint save for one minor part.

I am not a great fan of the EOS process.

Thanks for the Insight - will keep an eye on this.

Raxiel

My prediction. EDF will take the old meter for OFMAT and then 'accidentally' lose it or send it to landfill. Oops sorry, nothing we can do about it now.

MeteredOut

Raxiel said:

My prediction. EDF will take the old meter for OFMAT and then 'accidentally' lose it or send it to landfill. Oops sorry, nothing we can do about it now.

You're not the first person to suggest that has happened previously...