Smart Gas Meter Readings more than actual usage

Chris_b2z

All the suspicion of incorrect meter readings in this thread are based on monthly comparisons. This is a smart meter which can be configured to provide readings every 30 minutes, every day or every month. What is it currently set to? The 30-min setting will provide the best evidence of unusual usage patterns, spikes, etc.

EssexHebridean

Thankfully we are currently still at least a relatively civilised society with dispute resolution processes - as much as things becoming more litigious benefit the legal profession, pushing things in that direction is certainly not best for the “(wo)man in the street” as a general rule.

OP - the advice you are getting about following the set processes here is correct. 

Dexter250811

Hi all, update.

First of all thank you everyone for your responses.

I isolated the gas supply using the valve on the gas meter last night and it was isolated for 7 hours. The gas meter reading during that time increased by approximately 3.4m3 which is the equivalent of 37-38 kWh. There is also a lower case ‘b’ in the bottom right corner of the display which I assume could be the battery warning?

I will do my own investigation on this but if anyone knows please feel free to advise, with this info in mind which appears to categorically show the meter is faulty, is it the gas suppliers responsibility to attend and sort this out at their cost or do I still have to book an SLT?

There is also the issue of agreeing how much gas has actually been used compared to the faulty meter readings and getting this refunded.

victor2

Take photographs of the meter showing the reading increasing with the valve closed. Shouldn't be too long before you see a small enough increase on the display.

Dexter250811

victor2 said:

Take photographs of the meter showing the reading increasing with the valve closed. Shouldn't be too long before you see a small enough increase on the display.

Hi Victor, I took photos at the start and end of the 7 hour isolation which shows the change in meter readings described above. I have also been taking photos of the meter reading every Monday as evidence for the ‘usage diary’ I have been keeping since the end of august 👍

victor2

Dexter250811 said:

victor2 said:

Take photographs of the meter showing the reading increasing with the valve closed. Shouldn't be too long before you see a small enough increase on the display.

Hi Victor, I took photos at the start and end of the 7 hour isolation which shows the change in meter readings described above. I have also been taking photos of the meter reading every Monday as evidence for the ‘usage diary’ I have been keeping since the end of august 👍

You've got the evidence. Raise another official complaint if your others are "closed". 
Say you want it tested. You won't have to pay if it is proven to be faulty. Others will doubtless be able to advise on the testing procedure. 

EssexHebridean

Is your meter situated somewhere secure enough that you could set a mobile phone up to run a time lapse video for a couple of hours? A video is the best way of being able to show this - and I believe some suppliers at least are happy to receive these via a YouTube link. The “b” is indeed the battery warning I think you will find. Keep all your other photos as well - make sure they are backed up as well as on your device! 

With the evidence you now have pressing ahead with a demand for a meter test is now probably the best bet - and that in turn will of course get you a replacement meter fitted in any event. When the engineer attends to change them over, be sure that he is aware that the meter is to go for testing - again I recall MeteredOut had problems with this when theirs needed to be done so they may be able to provide some good advice. Take pictures of the meter once removed (clearly showing serial number and labelling for testing) and keep those as well - if it subsequently gets “lost” at least you will have the proof that there was an intention that it should have been tested. 

MeteredOut

EssexHebridean said:

Paging @MeteredOut on this one - they have recently dealt with an issue relating to a meter registering use even when completely turned off - and their thread will be a useful read for you OP. (Although their meter was as I recall an old style one, not smart).  In reality, the fact that yours is smart is irrelevant to the issue as the readings the meter is showing match those you are being billed for, but are seemingly incorrect - ie it sounds likely to be a mechanical fault not anything to do with the communication of the readings.

Dexter250811 what is the model number of your gas meter? I know you said it is smart, but not all meters with digital displays are smart.

Be prepared for a fight - I'm over 27 months in since I initially reported the issue regarding my (now proven) faulty gas meter to EDF.

In my case, EDF are still playing games and have proposed correcting bills only back to the date I reported the issue to them, not to the date I joined them and I can show the meter was faulty (which is what the Ombudsman's decision was). They've also conveniently used a method of recalculating the refund that apportions a lot of the over-counting to the periods of time when unit prices were at their cheapest, not the winter months when the higher usage was recorded and prices were higher.

As well as taking photos (I took them at least daily), I'd also recommend the free Lens Buddy app which lets you create time-lapse photos of the meter. I used that to show the meter incrementing with the gas isolated so I could share the files with EDF - videos were too large to share with them. Not that that really helped - they ignored them and only took notice when I provided them to the Energy Ombudsman.

Dexter250811

Hi, the meter is a Landys and Gyr G370.

Thanks for the advice about the app, I am taking weekly photos of the meter readings to back up the diary I am keeping of our actual estimated gas usage.

I have a feeling E-On aren’t going to be easy to deal with. They are saying I have to pay for the meter to be tested (refunded if it is proven faulty), I need to call them and book an engineer but it’s niggling me that I have to do this and agree to pay when I believe the meter should be their responsibility. I am torn between contacting them to book an engineer or going straight to the ombudsman.

MeteredOut

Dexter250811 said:

Hi, the meter is a Landys and Gyr G370.

Thanks for the advice about the app, I am taking weekly photos of the meter readings to back up the diary I am keeping of our actual estimated gas usage.

I have a feeling E-On aren’t going to be easy to deal with. They are saying I have to pay for the meter to be tested (refunded if it is proven faulty), I need to call them and book an engineer but it’s niggling me that I have to do this and agree to pay when I believe the meter should be their responsibility. I am torn between contacting them to book an engineer or going straight to the ombudsman.

This is standard practice and I had to agree to this too. In the end, I was not charged and it was found faulty. I suspect this is because it was the Ombudsman that forced EDF to have it tested - they simply refused when I asked them.

Its really your choice whether you agree to pay for it now (it sure sounds like its faulty so you will get that refunded) or wait the 8 weeks and go to the Ombudsman, but if E-On say they offered you that option, the Ombudsman will probably say that's the way to go.

Main piece of advice: Do NOT let them replace the meter without confirming it will be sent for testing. Once it is sent off, it will be destroyed, and your ability to evidence the fault is all but removed.