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Broken meter still not fixed
Emails were exchanged about installing a new meter, but they never had any available slots and then they just stopped responding.
It is now 18 months on from the last contact. I am still getting free electricity (yes, I'm aware of potential back-billing based on estimated usage, and they are billing standing charge).
But my question is - I feel like I should remind them. Is there any particular requirement for me to do so within a certain time, given that I have fulfilled my end of the bargain by telling them straight away in the first place?
Comments
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huzzer84 said:But my question is - I feel like I should remind them.
Is there any particular requirement for me to do so within a certain time, given that I have fulfilled my end of the bargain by telling them straight away in the first place?
My supplier never back billed me for the energy I used when my meter was down. But it was only a few months.0 -
I would be tempted to send them a simple email stating. "Meter still not fixed, can you give me a date please?" and see if you get a response. You might also try giving them a meter reading. Maybe at just .1 more than the last one to see if that gets a reaction. Repeat every couple of months until something happens. At which point you can ask them for proof of what ever they say you owe and ask why it's taken them so long to get it sorted. And complain if they act like it's your fault and that you owe them zillions.I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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You have been very patient given that your supplier has a regulatory obligation to fix/replace your meter. I assume that the supplier has paid you for poor performance:
‘Meter problems (non-prepayment meters)
Gas and electricity meters should work properly, and to acceptable tolerances.If you think there’s a problem with your meter, please let us know and we’ll get it fixed for you. Please don’t try to fix the meter yourself as we’ve specialist engineers for that.
Once you’ve told us of a problem with your meter, we’ll do the following within 5 working days:
- We’ll assess the meter to check if it’s working properly and within acceptable tolerances.
- We’ll work out what the cause of the problem is, or otherwise make sure you get your supply through a meter that’s working properly and to acceptable tolerances.
- We’ll ask if you’d like us to confirm the above in writing, including any actions we’ll take to ensure your supply comes through a working meter, and timescales for doing so.
If we receive your notification outside of normal working hours, the 5 working day timescale will run from the start of the next day.
If we don’t meet the above criteria, we’ll pay you £30 compensation within 10 working days. If we fail to do that, we’ll pay you another £30 in a further 10 working days. We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We’ll usually pay compensation as a credit to your energy account.’
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[Deleted User] said:You have been very patient given that your supplier has a regulatory obligation to fix/replace your meter. I assume that the supplier has paid you for poor performance:
‘Meter problems (non-prepayment meters)
Gas and electricity meters should work properly, and to acceptable tolerances.If you think there’s a problem with your meter, please let us know and we’ll get it fixed for you. Please don’t try to fix the meter yourself as we’ve specialist engineers for that.
Once you’ve told us of a problem with your meter, we’ll do the following within 5 working days:
- We’ll assess the meter to check if it’s working properly and within acceptable tolerances.
- We’ll work out what the cause of the problem is, or otherwise make sure you get your supply through a meter that’s working properly and to acceptable tolerances.
- We’ll ask if you’d like us to confirm the above in writing, including any actions we’ll take to ensure your supply comes through a working meter, and timescales for doing so.
If we receive your notification outside of normal working hours, the 5 working day timescale will run from the start of the next day.
If we don’t meet the above criteria, we’ll pay you £30 compensation within 10 working days. If we fail to do that, we’ll pay you another £30 in a further 10 working days. We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We’ll usually pay compensation as a credit to your energy account.’
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‘Meter problems (prepayment meters)
A working prepayment meter operate within acceptable tolerances, and allow for supply to a property, so long as it has remaining credit. Where credit is correctly added and the prepayment meter does not allow supply to a property, it may be considered faulty.
If you think there’s a problem with your meter, please let us know and we’ll get it fixed for you. Please don’t try to fix the meter yourself as we’ve specialist engineers for that.
Once you’ve told us of a problem with your meter, we’ll do the following within 3 hours on a working day and 4 hours on non-working days:
- We’ll assess the meter to check if it’s working properly.
- We’ll work out what the cause of the problem is, or otherwise make sure you get your supply through a meter that’s working properly.
- We’ll ask if you’d like us to confirm the above in writing, including any actions we’ll take to ensure your supply comes through a working meter, and timescales for doing so.
You can read more about prepayment meters and how to get in touch about them on our prepayment page.
If we don’t meet the above criteria, we’ll pay you £30 compensation within 10 working days.
If we fail to do that, we’ll pay you another £30 in a further 10 working days.
We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.
We’ll usually pay compensation as a credit to your energy account’
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looks like the OP may be referring to a credit meter if he/she says the reading is static... The only meter I found which regulary stuck on the same reading was the very common analogue meter by Sangamo Weston. I used to give them a good thump on the top or side which nearly always dislodged the sticking last digit and restarted it .Then notifying the supplier with the reading it was on when stopped .
It does say in everyones Terms and Conditions that occupiers must inform the supplier asap of any faults with the meters. 18 months is ludicrously long and the OP should make a concerted effort to PHONE them, not email them0 -
SAC2334 said:looks like the OP may be referring to a credit meter if he/she says the reading is static... The only meter I found which regulary stuck on the same reading was the very common analogue meter by Sangamo Weston. I used to give them a good thump on the top or side which nearly always dislodged the sticking last digit and restarted it .Then notifying the supplier with the reading it was on when stopped .
It does say in everyones Terms and Conditions that occupiers must inform the supplier asap of any faults with the meters. 18 months is ludicrously long and the OP should make a concerted effort to PHONE them, not email them
The question was at what point do I need to chase them, which seems to be more of a moral question than a legal one. I will be contacting them along the lines of what Brie has said - doubling down on my duty to inform them, and nothing more. I have informed, it is their problem to fix, and in my interests that they continue to not fix it.0 -
SAC2334 said:
It does say in everyones Terms and Conditions that occupiers must inform the supplier asap of any faults with the meters. 18 months is ludicrously long and the OP should make a concerted effort to PHONE them, not email them
I understand why you're saying to phone, but even asking for confirmation of what was agreed in writing doesn't always work, when the writing doesn't actually match what was said verbally.0
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