UKPN refusing to fix their equipment

Suspiciouskittens

Hi all

I am in the process of having a new boiler fitted in my new home. Turns out that there is an issue with the earthing and service head. Due to us being in a maisonette my above neighbours electric is looped with mine. UKPN have been down twice now and have ignored the notes from British Gas and anything I have said to them. No other electrician is willing to touch UKPN equipment, and UKPN are doing nothing. I have lodged a formal complaint but all they have done is send me back their report. I am just going backwards and forwards, and still have no hot water or heating (boiler has been condemned)  and have not had for 3 weeks.
I am not sure how to progress further with this, and just really need any help or advice. 

Thanks in advance. 

Robin9

What does BG say needs doing and why does UKPN say it doesn't ?

Suspiciouskittens

Here is what BG have supplied to UKPN:

ukpn contacted to install tns due to exposed

conductive parts supplying upstairs

property we are unable to install tt due

to buried services and no rcd for fault

protection to upstairs cable

UKPN are just saying no when they arrive, and barely even glance at the equipment. 

QrizB

Suspiciouskittens said:

Here is what BG have supplied to UKPN:

ukpn contacted to install tns due to exposed conductive parts supplying upstairs property

we are unable to install tt due to buried services and no rcd for fault protection to upstairs cable

UKPN are just saying no when they arrive, and barely even glance at the equipment. 

Edited for complete sentences (BG's fault, not yours).

TN-S and TT are different earthing schemes. It sounds like the curent system is meant to be TT; BG think this deficient and want UKPN to change their wiring around so it's TN-S.

What did UKPN say in reply? You mentioned "a report" in your initial post?

Suspiciouskittens

What they are saying is I need a clamp on the service box due to upstairs electric being on there and stopping that from becoming live (BG)

The report from UKPN was just them saying they had attended and it isn't their responsibility so to contact landlord or council. My home and above are both bought outright, which I said and he just shrugged. 

QrizB

Suspiciouskittens said:

The report from UKPN was just them saying they had attended and it isn't their responsibility so to contact landlord or council. My home and above are both bought outright, which I said and he just shrugged. 

BG's comments about earthing are something that can only be addressed by your DNO, UKPN. Either BG are correct and the earthing is sub-standard (in which case UKPN have to fix it), or it isn't (and they don't).

You say you've raised a formal complaint with them, and they've rejected it?

https://www.ukpowernetworks.co.uk/help-and-contact/im-unhappy-with-the-service-that-i-have-received

Suspiciouskittens

This has been going on for 3 weeks of BG saying it is and UKPN saying it isn't. No other electrician is willing to touch it as it belongs to UKPN. 

With the complaint, all they did was send back to me the report of works. I have obviously gone back and readdressed the issues. I really am at a loss of how to proceed. 

QrizB

Suspiciouskittens said:

With the complaint, all they did was send back to me the report of works. I have obviously gone back and readdressed the issues. I really am at a loss of how to proceed. 

Which step of their procedure did you get to?

https://media.umbraco.io/uk-power-networks/2mhnfmqf/customer-complaint-factsheet-v8.pdf

I see that, ultimately, you can take your complaint to the Ombudsman. That's unlikely to get your boiler fixed before April, though.

QrizB

You could also complain, in parallel, to BG stating that UKPN say everything's OK and yet BG have left you without heating in the depths of winter? Cover all your bases, just in case UKPN are correct and it's BG's electrician who's wrong!

Suspiciouskittens

I have asked for it to be reviewed by a senior. 

If they are flat out refusing to fix it, and no electrician will touch it, where do I go from there? I cannot continue to live in the cold with no hot water. It is just a nightmare. 

Qyburn

Suspiciouskittens said:

This has been going on for 3 weeks of BG saying it is and UKPN saying it isn't. No other electrician is willing to touch it as it belongs to UKPN.  

No electrician should be working on the DNO's equipment. I believe the DNO may not be obliged to provide an earth at all, I'm sure I've seen references to cases where their earth is out of spec and the response is to disconnect it and leave the householder to make their own provision. Certainly it would be the householder's responsibility to fit appropriate upfront RCD as required for a TT installation.

Can you clarify the comment "ukpn contacted to install tns"?  TNS means separate E and N within the supply itself. That's the best option but becoming the minority with DNOs typically preferring TNCS where E and N are combined with the service and only separated at the service head.

What earthing provision do BG say is in place?