Scottish Power - 4 Months Of Frustration

steveschof1970

Moved into a new build on 27th Feb this year and Scottish Power are the energy providers.  Took 2 months to get Miller Homes to transfer responsibility so I could set an account up, but that's a separate issue.  We have smart meters installed but only the electric meter automatically sends readings, we have to read the gas meter and send readings manually, we've not received our In Home Display to monitor usage, and we get an error message when we try to use the 'Your Usage' function on the app or website.  This may seem trivial but 4 months later Scottish Power have made zero effort to resolve these issues.  I've emailed 4 times, and had 4 lengthy conversations on their chat system and there has been no movement, all I get is the same scripted response that the gas meter communication system is broken and being worked on with no expected fix date, that the In Home Display kit was given to the Miller Homes (they say it wasn't) and I can't have another one, and that I need to uninstall the app wait 30 mins then reinstall to make the your usage function work, guess what, it doesn't work.  I've asked for an address I can contact to make a formal complaint and they refuse to give it to me telling me I have to complain on chat or via email, the same 2 ways that I get no response from.

Has anyone else had similar issues, or has an address for their complaints department ?

I want to bin them but have read that if the meter comms aren't connected other suppliers won't take on supply to the property until it's fixed.

Beyond frustrated

Brie

On the selecta website

Scottish Power contact for complaints

• By phone: 0800 074 1985
• By email: to contactus@scottishpower.com
• By post: to Scottish Power Customer Services, 320 St Vincent Street, Glasgow, G2 5AD
• Online: via the online Scottish Power contact form

which matches what's on SP's
Making a Complaint (scottishpower.co.uk)

As for not moving due to the meters - personally I think that is tosh.  I didn't have working smart meters when I moved from Bulb to Eon (who said I'd have to have smart meters installed).  I waited to be contacted by them to get the smart meters installed but apparently I already had them (no idea!) and about 8 months after being with Eon they started getting automatic readings.  

QrizB

steveschof1970 said:

I want to bin them but have read that if the meter comms aren't connected other suppliers won't take on supply to the property until it's fixed.

Here's another vote for that being tosh.

EDF installed my smart meters. Both worked at first, but after a couple of months the gas meter stopped reporting. I pestered EDF to get it fixed for almost a year before giving up and switching my gas to Octopus. Octopus were quite happy to take me with a non-smart smart meter.

Octopus tried various things from their back office but in the end they sent someone out to replace it.