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

ArbitraryRandom

MeteredOut said:

Update: No update

I did get a generic email/letter from EDF stating they "are awaiting the availability to book an appointment to exchange the meter as there is currently none available; once the earliest available date is found this will be booked and you will be informed."

No mention of the meter accuracy test.

I've nudged the EOS a few times and they continue to nudge EDF.

I'm wondering if it's possible to get EDF (via the Ombudsman) to agree that if the meter goes 'missing' after it's replaced then the assumption given your documented evidence to date is it's faulty... 

MeteredOut

I got another "your smart meter install has been scheduled". Based on this WhatsApp conversation with EDF, do you think I should really expect the person that turns up will be expecting to send the gas meter off for an accuracy test?

QrizB

MeteredOut said:

I got another "your smart meter install has been scheduled". Based on this WhatsApp conversation with EDF, do you think I should really expect the person that turns up will be expecting to send the gas meter off for an accuracy test?

They seem to be aware of the Ombudsman's involvement, which is a good thing?

MeteredOut

QrizB said:

MeteredOut said:

I got another "your smart meter install has been scheduled". Based on this WhatsApp conversation with EDF, do you think I should really expect the person that turns up will be expecting to send the gas meter off for an accuracy test?

They seem to be aware of the Ombudsman's involvement, which is a good thing?

I'm not convinced those manning the WhatsApp do - my experience is that they simply reiterate back what you've asked/told them in order to close the chat as quickly as possible.

EDF do know though, as I've had the £100 credit as part of the decision.

MeteredOut

So tomorrow is D-Day. I've had confirmation from EDF that the smart meter install will take place tomorrow afternoon.

I've been contemplating this week what I'll do if the engineers turn up and don't expect to/commit to sending the gas meter off for the OFMAT. Part of me just wants them to get on with it so I can get the smart meters in, get some proper readings and move on (so I can then switch elsewhere).

But I'm falling on the side of sending them away if they don't send commit to sending it off as I simply don't trust they'll sort things out after the fact when comparing future usage with historic usage. My very rough calculation is that I was overcharged by £400-500 over the summer of 2022 and another £150-200 over the summer of 2023 (by comparing usage with years prior to 2022).

Anyone want to place a bet on whether the engineers will be expecting to send the gas meter off for a test?

The question might be moot though. My gas meter is part of a medium pressure installation, and I suspect the engineers that turn up won't have been trained for such a setup, and will walk away anyway.

DPatroller

(The split of our compensation was £180 for various non compliance failings and £150 as a goodwill amount). When the meter was changed our engineer (working for So Energy's contractor AES) had no knowledge of the intention that the meter should be sent off for testing, despite us specifically requesting it. So we smothered the return box with notes that it should be done and took photos. I warned the Ombudsman (who had not ruled at that point) on the meter exchange day that it was not clear that it would be tested and we heard no more, with the Ombudsman's subsequent ruling making the point irrelevant anyway. However, last week out of the blue over two months later we received the SGS report on the old meter. It certifies the the meter was 'found to be so defective that it could not be examined...'  The remarks section says 'Meter has had a major operational problem/event, index readings unreliable'. The index readings they quote are very slightly higher than when it left our house. I'm no expert but might the letters at the end of the meter readout be all that they are going on? I hope all this helps.       

MeteredOut

Thanks @DPatroller, that does help, and gives me a little bit of hope that it will be sent off. I'm off to look out some post-it notes and superglue.

MeteredOut

Ok, the deed is done. The engineer turned up, was kind-of-aware the gas meter needed tested, but after speaking to him, and him reading his notes, he confirmed he'd send it to EDF who then send it for the test.

It's been put in a bright orange bag (rather than a standard one) so the pickers at EDF know to take it out of the pile and do something with it. I have copious photos of meter before and after removal, including it in the bright orange bag.

IHD all set up and comms from both elec and gas meters working as expected. I'm in the process of setting up Bright etc so I can better monitor usage.

Very professional job by the engineer, and he didn't even want a tea or coffee!

Next step is to wait for the meter to get to EDF and see what they're going to do.

MeteredOut

Sort of update.

I hadn't heard from EDF last week, a week after having my gas meter bagged and sent back to them for an accuracy test, so I gave them a call. I wanted to know what's next and how they plan to calculate my usage going forward with a view to measuring that against the usage recorded over the past 2 years (Remedy 2 below)

I was assured my complaint handler would call me back. Of course, they did not. I dropped them the same query via email this week.

The energy ombudsman has been ghosting me lately, offering no support, but I still brought them up to date with events earlier this afternoon, via the messaging system on their case website.

Un-coincidentally, I'm sure, I've just received a "Your supplier has implemented all remedies, please check your complaint" email from the ombudsman.

There's been no update to the complaint on their website by either EDF or the Ombudsman, so I've let the Ombudsman know in no uncertain terms that, contrary to their email, all remedies have not been implemented, specifically these 2:

Remedy 2

Remedy: Action

•	Send the original gas meter for an OFMAT test.

Remedy 3

Remedy: Action

•	Confirm in writing that the results will be shared, and the usage reassessed back to your date of joining.

I qualified my response to Remedy 2 by stating that if it has been sent for a test, no-one has told me. Let's see what happens next.

JSHarris

Just read this thread from start to finish.  What an appalling tale of stubborn recalcitrance mixed with incompetence by EDF.  Years ago I was pushed to go to the ombudsman over a supplier's gross failings, but thankfully I had a much easier time of it, as the supplier admitted all failings right from the start and agreed to settle, cutting the process short.

I wish you the best of luck with achieving a satisfactory outcome, if nothing else your tale should act as a salutary warning when dealing with EDF (particularly of concern to me as I'm with them at the moment!).