Current Shell customer: SMS Plc knocking on my door re: smart meter installation

frosch411

Hi all,

I am a bit taken aback by having someone from SMS Plc just knocking on my door, seemingly genuine (ID, tablet with my contact details), stating they are here to inform me of my upcoming smart meter installation.

As a Shell customer (because previous supplier went bust), I've been pestered by calls (none answered, all blocked) and text messages from Shell and SMS Plc on their behalf since last year, to agree to a smart meter installation (the property I rent has a dumb meter which I am happy with).
I have never responded to text messages from Shell/SMS Plc to confirm or agree to any suggested dates (in fact more text messages stated that they had not heard back from me which meant I would miss out on the installation).

This chap at the door seemed to think that it was acceptable to ambush with a date to state you're down for February (think he mentioned 28th).
I made it clear I had not consented to any changes, not received any thing in writing via email nor post, and that I rent so cannot make such changes to the property without landlord consent. He proceeded to tell me that I can forward any confirmation email to my landlord who could then reach out to say yes/no to the installation.

Chap at the door proceeded to say that they own the meters and because Octopus has taken over Shell (which I am aware of, but so far no contact from Octopus on the transfer of my account), they want all meter changed.
The least I'd expect is some form of communication and not a done deal to which no consent had been given. To my knowledge, I am still a Shell customer and am advised as per their emails for my bills to contact them and not Octopus until I hear from Octopus (which I have not to this date).

Does anyone know to whom I shall get in touch with to complain about this, and to ensure nothing is being installed without explicit consent? Shell? Octopus (though I am not yet an account holder with them)? SMS Plc? All three?

Has anyone else experienced this? I am still in shock at these tactics when I don't consider myself a vulnerable customer but actually quite informed.

Thank you

QrizB

frosch411 said:

Does anyone know to whom I shall get in touch with to complain about this, and to ensure nothing is being installed without explicit consent?

Shell (now Octopus) are responsible for the meter in your house. They do not require your consent to replace it.

frosch411 said:

As a Shell customer (because previous supplier went bust), I've been pestered by calls (none answered, all blocked) and text messages from Shell and SMS Plc on their behalf since last year, to agree to a smart meter installation (the property I rent has a dumb meter which I am happy with).

You being happy with it is not relevant.

frosch411 said:

This chap at the door seemed to think that it was acceptable to ambush with a date to state you're down for February (think he mentioned 28th).

Giving you a more than a month's notice seems quite reasonable.

frosch411 said:

I made it clear I had not consented to any changes, not received any thing in writing via email nor post, and that I rent so cannot make such changes to the property without landlord consent.

Your landlord has no more right to refuse a meter replacement than you do, ie. none.

MultiFuelBurner

The least I'd expect is some form of communication and not a done deal to which no consent had been given. To my knowledge,

You said you had been pestered with calls (none answered, all blocked)and texts so at what point had they not tried to communicate it appears you ignored everything.

On further reading of your post history it appears you are a little smart meter shy should I say.

What exactly worries you about a smart meter?

EssexHebridean

That approach would annoy me, too - regardless of what it related to - so I can understand your annoyance. I’m not a fan of people being made to feel railroaded into things - regardless of how beneficial that thing would probably be, as I feel it usually just makes them feel more negative about it. 

One thing to bear in mind - are you being told that the meter is nearing end of life and requires replacement? If so, then you will need to organise it and don’t have the right to refuse a smart meter as the replacement. If this is just off the back of the standard SM roll-out though, you don’t have to have anything done if you don’t want to yet. 

It’s not clear from your post whether you are anti-smart meter, whether you genuinely think you can’t get the meter changed due to renting, or whether it is just the nature of the approach that’s made you dig your heels in. If the first, then I’d suggest you might want to set out your reasons for it here as often we find that the reasons for people being “anti” are based on misunderstandings, fake news, or outdated information, and we can help to provide reassurance with the correct information. If the second, as already explained, the meters don’t belong to the landlord any more than they belong to you, so you don’t need consent for the replacement. And if the third, then personally I’d be inclined to wait for the change to Octopus then make the appointment at your own convenience as there are lots of advantages to smart metering - not least the ability to save money, perhaps! (No - not from watching the little In Home Display as “Einstein” would have you believe, but from the access to cheaper tariffs!) 

Spoonie_Turtle

EssexHebridean said:

One thing to bear in mind - are you being told that the meter is nearing end of life and requires replacement? If so, then you will need to organise it and don’t have the right to refuse a smart meter as the replacement. 

This was my first thought - we haven't heard that any of the suppliers are in the habit of actually sending someone out in person to confirm an appointment made for the customer.  It must be important for them to be doing that, and a normal 'you should get a smart meter' situation isn't all that important at the moment.

prowla

Who says you have to accept a meter change?

Which says you can refuse...

https://www.which.co.uk/consumer-rights/advice/do-i-have-to-accept-a-smart-meter-aLLKl9O63dbM

MeteredOut

prowla said:

Who says you have to accept a meter change?

Which says you can refuse...

https://www.which.co.uk/consumer-rights/advice/do-i-have-to-accept-a-smart-meter-aLLKl9O63dbM

If the meter is reaching its end of life, you cannot refuse. In fact, the suppliers have a duty to replace them.

Spoonie_Turtle

prowla said:

Who says you have to accept a meter change?

Which says you can refuse...

https://www.which.co.uk/consumer-rights/advice/do-i-have-to-accept-a-smart-meter-aLLKl9O63dbM

Ofgem does.
What 'Which?' fail to mention is that if your meter is at the end of its certification period, or hazardous or broken, the supplier HAS to be able to replace it.  You cannot refuse to allow them to fit a smart meter in such circumstances.

booneruk

prowla said:

Who says you have to accept a meter change?

Which says you can refuse...

https://www.which.co.uk/consumer-rights/advice/do-i-have-to-accept-a-smart-meter-aLLKl9O63dbM

If your meter is out of date/certification then it has to be replaced

https://octopus.energy/blog/meter-certification-date/

QrizB

prowla said:

Who says you have to accept a meter change?

Ofgem do. If a meter requires replacing, suppliers are to replace it with a smart meter unless there are technical reasons that prevent it.

The customer saying no is not a technical reason.

prowla said:

Which says you can refuse

Which are wrong.

Gerry1

prowla said:

Who says you have to accept a meter change?

Which says you can refuse...

https://www.which.co.uk/consumer-rights/advice/do-i-have-to-accept-a-smart-meter-aLLKl9O63dbM

Ofgem also agrees.

"You can choose not to accept an offer to have a smart meter fitted. You can also request to have one at a later date without being charged. Choosing not to have a smart meter might mean you have a limited choice of energy tariffs. Some smart tariffs could be cheaper."

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/getting-smart-meter