Gas Meter Fault

[Deleted User]

Thank you for your response. I think it's critical here to clarify the broader context of my comment about 'large energy corporations'. ScottishPower UK Plc, reported a net profit of 487 million British pounds in 2022 on a revenue of 8.4 billion pounds. This is a clear example of a substantial profit in the energy sector.

Scottish Power is a wind farm operator; district network operator as well as an energy supplier. Shell Energy recently announced profits of £32Bn yet it is in the process of selling its UK supply and broadband companies because they are making a loss. 

I struggle to understand your quest for greater transparency when information of how these profits have been realised is easily accessible in company accounts. Customer service performance is measured by organisations such as Citizens Advice and Which. The Energy Ombudsman produces an annual report. 

Stuart_

Thank you for your response and for clarifying the distinction between ScottishPower UK Plc and Scottish Power Energy Retail Limited. It's indeed important to understand the intricacies of corporate structures.

However, the original point that I raised was a broader discussion about profits in the energy sector. The figures from ScottishPower UK Plc served as an example to illustrate that substantial profits are possible within this industry, notwithstanding the regulatory constraints and various operational challenges.

In relation to the issue at hand, the focus should be on how we can ensure that Scottish Power Energy Retail Limited adheres to the directives set by the Ombudsman. If we find that the progress made is not satisfactory, escalating the matter to higher regulatory bodies or even considering legal avenues could be viable options.

I also believe it's crucial to keep our communities informed about such matters. Collective awareness and public pressure can often lead to quicker action from companies. As consumers, it's vital that we hold these corporations accountable for their responsibilities and ensure we are treated fairly.

[Deleted User]

Dufie456 said:

Hi im new to the forum & are looking for some expert advice as i moved back into a property i rented out in November 2021 and sent the meter reads to scottish power who said they would have to base our usage on the previous tenant which i disagreed with as it was over £250 per month & they were a family & it was just me and my husband so after a lengthy discussion they agreed to reduce it to £200 per month on a fixed contract until December 2023 , and i would send meter reads in but then in  January 2022 i went to do a meter read & the meter was blank i contacted Scottish Power & reported the issue to be told they would send someone after a few months i didn't here anything so continued to report & finally they sent someone out from Morrisons who said the meter was broke & he would report back there has never been anything done & after continuously contacting Scottish Power who don't seem to care as there still charging us estimate meter reads my family insisted i go to Ombudsman which i did in January 2023 & give them all the case evidence ect & i agreed that all i wanted was the meter fixing or replaced so i was paying accurate bills as i dont want to be charged a massive bill not that i will as i personally think im being over charged as we don't really use gas as have an open fire for heating but at the same time i should only be paying for what i use so find it unfair , As Scottish power had failed to adhere to GSS regulations they were advised to pay us £180 & as a goodwill credit our account with  £100 , send us an apology letter & make an appointment to get the meter sorted we are 3 months in and apart from a letter saying they have applied a credit to our account which will show on our bill & to accept that letter as an apology nothing has actually been done about the meter which in fairness is what we want sorting this hole situation is very stressful & as we are pensioners and not really up on things i am having to rely on my family to help me sort it out , I have gone back to the Ombudsman for advise which they have said they will contact them but just don't seem to be getting a resolution to this situation. Any advise would be grateful as i seem to be going round in circles & feel despite what the Ombudsman have said Scottish Power aren't Adhering to it so whats the pint in them.

To get back on topic. 

I assume that you are talking about a broken gas meter: your post isn’t that clear? As SP has failed to meet its EO obligations, you need to raise a further written complaint. Formally  request that the meter be replaced; the original meter be bagged and sealed and sent to SGS for independent testing. This will at least get you a working meter. I should add that if your meter is found to serviceable a meter change charge will be raised.

If the meter is found to be faulty then SP is allowed to estimate your usage based on what the new meter records - not the historical usage of a previous tenant.

SAC2334

imeach said:

Hundreds or thousands, or maybe hundreds of thousands of blank screens, and most suppliers really don't seem in a rush to replace.

The person from Morrison would have been a meter reader sent by Scottish Power to read the meter.
They would have recorded this and the supplier will probably ignore it and send us back every 3 months or whenever they do to try to read it again. It's just crazy.

I don t think the general public are aware of just how broken the industry is . When I first started back in 1998 British Gas or whoever the DNO was on the electric side , would have been out to get the meter sorted the following day or two . Its all been downhill and getting worse  since then 
Now they don t mind how much unregisted gas is used because its not their loss , and the same applies to electric meters . 
Digital gas meters with batteries have been nothing but trouble right from the start .The meters are not broken, theres nothing to break, its just the battery is flat .
The big industrial gas meters still use analogue meters . 

Stuart_

Dolor said:

Thank you for your response. I think it's critical here to clarify the broader context of my comment about 'large energy corporations'. ScottishPower UK Plc, reported a net profit of 487 million British pounds in 2022 on a revenue of 8.4 billion pounds. This is a clear example of a substantial profit in the energy sector.

Scottish Power is a wind farm operator; district network operator as well as an energy supplier. Shell Energy recently announced profits of £32Bn yet it is in the process of selling its UK supply and broadband companies because they are making a loss. 

I struggle to understand your quest for greater transparency when information of how these profits have been realised is easily accessible in company accounts. Customer service performance is measured by organisations such as Citizens Advice and Which. The Energy Ombudsman produces an annual report. 

I appreciate the insight and the clear distinctions you've outlined between the different facets of Scottish Power's business operations, as well as the financial state of other energy companies such as Shell Energy. It's evident that this industry has many layers and it's crucial to understand where profits are coming from and how they're being utilized.

My call for greater transparency pertains mainly to the resolution of customer issues and the enforcement of decisions by the Energy Ombudsman. While it's beneficial that Citizens Advice, Which, and the Energy Ombudsman itself measure and report on customer service performance, the actual experience of many customers, like the original poster in this thread, often feels opaque and frustrating. This is particularly true when it comes to dealing with metering issues or the implementation of the Ombudsman's decisions.

Information in company accounts and annual reports can provide us with a broad overview of the financial state and performance of these companies. However, it's the granular, on-the-ground experiences of everyday customers that often feel obscured. In an ideal world, there would be clearer communication and swifter resolution for these customers, and less burden placed on them in resolving issues.

While this transparency might not directly affect a company's bottom line, it certainly impacts customer trust, satisfaction, and ultimately, their choice to remain with the company or seek out a different supplier. I think this is where the conversation about transparency in the energy sector really hits home for most people.

Stuart_

SAC2334 said:

imeach said:

Hundreds or thousands, or maybe hundreds of thousands of blank screens, and most suppliers really don't seem in a rush to replace.

The person from Morrison would have been a meter reader sent by Scottish Power to read the meter.
They would have recorded this and the supplier will probably ignore it and send us back every 3 months or whenever they do to try to read it again. It's just crazy.

I don t think the general public are aware of just how broken the industry is . When I first started back in 1998 British Gas or whoever the DNO was on the electric side , would have been out to get the meter sorted the following day or two . Its all been downhill and getting worse  since then 
Now they don t mind how much unregisted gas is used because its not their loss , and the same applies to electric meters . 
Digital gas meters with batteries have been nothing but trouble right from the start .The meters are not broken, theres nothing to break, its just the battery is flat .
The big industrial gas meters still use analogue meters . 

I absolutely agree with you. It seems the increasing complexity and fragmentation of the industry over the years has led to a decrease in overall efficiency and responsiveness to consumer needs. The decentralization and privatization has led to numerous companies competing, but also to an environment where responsibilities can be passed around, causing delays and confusion.

The transition to digital meters, while promising improved efficiency and accuracy, has certainly come with its own set of challenges, as you've mentioned. It's quite telling that industrial gas meters still rely on analogue meters, Perhaps there are lessons to be learned there.

It's important that these issues are brought to light and discussed openly. Only then can we hope to see improvement in the industry and a return to the swift, efficient service customers deserve. The push for transparency and accountability is crucial to drive change and improvements within the sector.

[Deleted User]

My call for greater transparency pertains mainly to the resolution of customer issues and the enforcement of decisions by the Energy Ombudsman. While it's beneficial that Citizens Advice, Which, and the Energy Ombudsman itself measure and report on customer service performance, the actual experience of many customers, like the original poster in this thread, often feels opaque and frustrating. This is particularly true when it comes to dealing with metering issues or the implementation of the Ombudsman's decisions.

I will say it again because it is worth repeating: The Energy Ombudsman has no statutory enforcement powers. That is a political decision.  It reports annually; it is subject to Ofgem oversight and it is periodically audited. There is also an Independent Assessor who also reports on The Energy Ombudsman’s performance.

https://downloads.ctfassets.net/46t2drav2f3e/55yfZF2o4YgWCHUN8TeJfq/1014b1591c6d325ebebe200829128a96/Annual_Report_2020.pdf

https://www.ofgem.gov.uk/sites/default/files/docs/2015/09/review_of_ombudsman_services_energy_2.pdf

https://www.ofgem.gov.uk/sites/default/files/2022-05/Energy%20Ombudsman%20performance%20for%20the%20period%202019-2021.pdf

Dufie456

Thank you for the relevant information its been an interesting read & give me some directions to continue to fight for my meter fixing or replacing.  
After spending 2 hours on the phone again to try resolve there saying theres nothing wrong despite the meter not showing any readings & them constantly asking for pic of meter. 
Its like talking to the wall but my battle will continue.