Dead Gas Meter - Offer Following Ombudsman Investigation - Accept?

staffsuk

Hi all

So, I've had problem with my gas & electric so called 'smart' meters, in just a matter of weeks following their installation. History here: https://forums.moneysavingexpert.com/discussion/6430043/scottish-power-new-smart-meters-ihd-comms-hub-problems-sigh/p1
Several months later, after being passed from pillar to post, I finally managed to get an engineer out to look at the meters. Turns out the comms hub wasn't doing its job. The engineer replaced the hub, and it appeared to be working after some minutes initialising. He did say that the gas meter may take some time to connect, possibly hours or a day or two. Well, that never happened. Looking at the gas meter now, the display is blank. Nothing, dead, finished! I contacted the engineer again (had his number), and he said it sounded like the battery had died. This, less than a year after it was installed! He advised my best option would be to contact the energy ombudsman, which I did. I've just received a response from Scottish Power. They are offering:

1: Issue a letter of apology.

2: Provide a credit of £100.00 as a gesture of goodwill in recognition of the shortfall in customer service.

3: Send request for meter appointment to replace and commission a new gas meter. 

I note there is no mention of any timescale whatsoever with regards point 3. It's taken 6 months to get Scottish Power to send an engineer in the first instance, with some serious badgering on my part to all parties. Should I accept, or should I reject and press them for a better offer and for them to provide a definite timescale for it to be sorted?! If I accept their offer, there's no telling when they will resolve the issue as I see it.

Anyone else had this issue, and how did you resolve it?

Thanks!

[Deleted User]

If you decline the Final Decision then your complaint is effectively kicked into the long grass. 

staffsuk

Just spoke to the ombudsman again. They said Scottish Power would have 28 days to resolve the issue if I accept their offer. Failure to resolve the issue within that timescale would result in a full investigation by the ombudsman, with possible further compensation. They also said if I didn't respond to the offer, or rejected it, that too would result in them initiating a full investigation. They advised I contact Scottish Power to let them know that I am aware of the timescale involved if I agree to their offer, and the consequences of them failing to sort it out.

Chrysalis

I would counter propose this.

£100 for existing inconvenience, then a further £100 for every month that passes without the issue being fixed, I dont think thats unreasonable and incentivise them financially to get their backside into gear.

But given the above comment on the 28 day timeout, I would maybe then just accept if I had an assurance that failure to fix within 28 days would escalate it.

[Deleted User]

staffsuk said:

Just spoke to the ombudsman again. They said Scottish Power would have 28 days to resolve the issue if I accept their offer. Failure to resolve the issue within that timescale would result in a full investigation by the ombudsman, with possible further compensation. They also said if I didn't respond to the offer, or rejected it, that too would result in them initiating a full investigation. They advised I contact Scottish Power to let them know that I am aware of the timescale involved if I agree to their offer, and the consequences of them failing to sort it out.

The ‘problem’ is that the Energy Ombudsman does not have Statutory Enforcement powers. Suppliers are required to do what the Ombudsman says but they cannot be forced to do so.  That said, most suppliers do comply as instructed or they will face sanction from Ofgem.

QrizB

Personally I'd accept the offer.

staffsuk

Spoke to the ombudsman again. They said in their experience, suppliers almost always sort out uncomplicated issues within 28 days of accepting an offer. So I accepted. I'll report back.

staffsuk

Update: accepted the £100 offer, and have an engineer booked next week to change the meter. Looks like the energy ombudsman is the way to go with issues like this.

ArbitraryRandom

[Deleted User] said:

If you decline the Final Decision then your complaint is effectively kicked into the long grass. 

I'm pleased to read this seems to have ended well, but just in case anyone comes across the thread via search - the phrasing in the OP doesn't suggest (to me at least) this was a 'final decision' (aka a ruling from the Ombudsman), simply an offer from the supplier. 

I'm sure you are aware, but during the first phase of the Ombudsman case, the customer and the supplier have the opportunity to resolve the issue - and there can be several offers made/rejected/proposed during this period with no consequences. Should the customer accept an offer at any point, then it becomes binding on the supplier and the case is closed, but if it becomes clear the two parties are not going to be able to agree, THEN the Ombudsman investigates and makes a ruling.

It's at that stage the customer either has to accept the decision of the Ombudsman or reject and pursue a remedy via other means (such as Small Claims). 

[Deleted User]

If a complainant decides to reject an Ombudsman’s Decision then any small claims court action needs to be thought through. The suppler can use the rejected Ombudsman’s Decision as part of its defence against any claim.