Broken meter still not fixed

huzzer84

Hi, I informed my energy supplier that my electricity meter was broken, as soon as I noticed in February last year. It has stopped moving and still displays the same reading to this day.

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?

Rodders53

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?

No idea if there's a legal requirement. Moral one maybe.  You want to do so.  So do it. If only for your own peace of mind.

My supplier never back billed me for the energy I used when my meter was down.  But it was only a few months.

Brie

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.

Dolor

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: 

1. We’ll assess the meter to check if it’s working properly and within acceptable tolerances.
2. 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.
3. 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.’

Helen_

Dolor 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: 

1. We’ll assess the meter to check if it’s working properly and within acceptable tolerances.
2. 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.
3. 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.’

You said this is only for non prepayment meters. My prepaid meter has been faulty for ages. It charges me an extra standing charge every 10 days (I'm not in debt or anything) but the energy company make out this isn't possible and there is nothing wrong with it. Do the same rules apply for prepaid meters?

Dolor

‘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:

1. We’ll assess the meter to check if it’s working properly.
2. 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.
3. 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’

SAC2334

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 

huzzer84

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 

As per my opening line I have informed the supplier as soon as I noticed. For what it is worth, I phoned them first, they then asked me to put the details into an email, but I don't really get your point over which communication method to use. By using email, I have a record that proves that I have complied with the Ts&Cs by informing. Regarding the meter unit, I have given it a bit of a thump, but no change.

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.

Spoonie_Turtle

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 

Which the OP did, and as they e-mailed they have written proof of informing the supplier.

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.