Making a formal complaint to EDF about smart meter position

Himoutdoors

I've had electric and gas smart meters fitted by EDF to benefit from a fixed price deal and avoid future meter reading hassle.  The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

My plumber has said that it is an easy job to move the meter but I'm adamant EDF should rectify it as they have created the problem.  EDF initially referred me to Cadent, who said it would cost minimum £1,000 but they felt that it was EDF's responsibility to instruct the work.  I went back to EDF and sent them a photo.  They have agreed by email that they need to instruct a competent technician to do the work and they keep promising me that they will get the engineers to contact me re arranging a date but then I hear nothing.


Should I complain initially to EDF or Ofgem or is there an ombudsman?

MWT

Himoutdoors said:

The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

No need to move anything, just use the IHD, that should show you the meter reading any time you want...

KxMx

How long have you been waiting? 

There are only so many available engineer appointments in an area, and EDF may be reasonably choosing to prioritise other jobs over yours for those slots.

New installations and urgent problems are probably taking precedence. 

WiserMiser

MWT said:

Himoutdoors said:

The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

No need to move anything, just use the IHD, that should show you the meter reading any time you want...

That's not a satisfactory solution.  IIRC the IHD is only guaranteed for a relatively short time and it won't be replaced if it fails afterwards.

The meter reader will also need to be able to read it in the normal way.

WiserMiser

Himoutdoors said:

Should I complain initially to EDF or Ofgem or is there an ombudsman?

Your contract is with EDF so you'd need to complain to them in the first instance.

You can then complain to the Energy Ombudsman upon receipt of a deadlock letter or after eight weeks if they don't send one.

https://www.energyombudsman.org/raise-dispute/edf-energy

MWT

WiserMiser said:

MWT said:

Himoutdoors said:

The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

No need to move anything, just use the IHD, that should show you the meter reading any time you want...

That's not a satisfactory solution.  IIRC the IHD is only guaranteed for a relatively short time and it won't be replaced if it fails afterwards.

The meter reader will also need to be able to read it in the normal way.

Taking a photo/video of the meter screen also gets around most angle related issues, but if EDF have agreed to move it then they remain the right place to chase.

If you've not already done so, escalate it to a formal complaint and then if all else fails you can take it to the Energy Ombudsman in 8 weeks time. 

Ildhund

Himoutdoors said:

The gas meter ...  now can't be manually read as you can't read the numbers from an angle.  

Just a thought - take a tip from your dentist. A mirror, gaffer-taped to a stick if necessary, can often help you to see stuff you couldn't otherwise see.

vacheron

MWT said:

WiserMiser said:

MWT said:

Himoutdoors said:

The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

No need to move anything, just use the IHD, that should show you the meter reading any time you want...

That's not a satisfactory solution.  IIRC the IHD is only guaranteed for a relatively short time and it won't be replaced if it fails afterwards.

The meter reader will also need to be able to read it in the normal way.

Taking a photo/video of the meter screen also gets around most angle related issues, but if EDF have agreed to move it then they remain the right place to chase.

If you've not already done so, escalate it to a formal complaint and then if all else fails you can take it to the Energy Ombudsman in 8 weeks time. 

This is the easiest way. It won't be a mirror image, so easy to read, plus you have a photo so you don't need to remember the reading (and a historical record if you keep it).

My old photos are full of odd pictures of my gas and electricity meters (mainly being read outsidem, in the rain.... and the dark). 

Inside meter.... Luxury!   

Scot_39

MWT said:

WiserMiser said:

MWT said:

Himoutdoors said:

The gas meter is at the back of the cupboard and because it has an LCD display it now can't be manually read as you can't read the numbers from an angle.  Whilst the meter readings are now automatic, I still want to be able to check therm manually periodically.  

No need to move anything, just use the IHD, that should show you the meter reading any time you want...

That's not a satisfactory solution.  IIRC the IHD is only guaranteed for a relatively short time and it won't be replaced if it fails afterwards.

The meter reader will also need to be able to read it in the normal way.

Taking a photo/video of the meter screen also gets around most angle related issues, but if EDF have agreed to move it then they remain the right place to chase.

If you've not already done so, escalate it to a formal complaint and then if all else fails you can take it to the Energy Ombudsman in 8 weeks time. 

My sister uses a selfie stick with the phone the wrong way round as it were to photograph her floor mounted convetional gas meter (but on smart the op would still have to wake the screen before taking the photo) and used to use the same for her ceiling mounted electric before that alone went smart.  She cannot kneel or climb steps to do so.

[She's with different suppliers for electric and gas - I hate to think of the problems if gas smart didnt work - as each blames the other - and given locations - not even sure basic HAN would be enough range. So she might need to persuade electric supplier to upgrade meter / hub too]

NorthEastLight

KxMx said:

How long have you been waiting? 

There are only so many available engineer appointments in an area, and EDF may be reasonably choosing to prioritise other jobs over yours for those slots.

New installations and urgent problems are probably taking precedence. 

This.

May depend on your region, but don't count on a quick resolution.

Since start of Jan 2025 EDF have had me on their meter contractor wait list for gas meter changeout for unspecified reasons - suspect the smart meter is low battery based on recent flakiness of half hour readings.

I called a couple of times in Jan-Feb to be told no appointments available & they'll call when one is.

Got a call last month saying they had an available appointment for a couple days later, except it had gone by the end of the call ... so they'll call back some unspecified time in the future.

QrizB

Himoutdoors said:

Should I complain initially to EDF or Ofgem or is there an ombudsman?

This might be an unwelcome opinion, but I don't think this is EDF's problem and you shouldn't be complaining.

EDF's responsibility is the meter. EDF have fitted the meter in the position dictated by the bracket and the pipework. Everything after the meter is yours, everything before the meter is Cadent's. And the cupboard is yours.

If you want the meter to be somewhere else, that means moving the supply point. Moving the supply point is a job for Cadent, which they have told you will cost at least £1000. You need to decide if the inconvenience is worth paying that much to overcome.