British Gas are stalling my U16 gas meter upgrade

phuthu

I have contacted British Gas since 10/09/2025 requesting that they install a U16 gas meter as Cadent Gas have done the pipework for the increased gas supply.  I have nine transcripts as that's the only way to 'talk' to them.  Each time I 'talk' with an operator I'm having to explain again my request.  The response from the operator is that someone will contact me to arrange for an engineer to attend and install the U16 gas meter.  I also raised a formal complaint on 03/10/2025 and somebody did call me and was sympathetic and that they will escalate so that I can get the meter installed in order to use my boiler.  The number that British Gas called me from seems to be one-way (and I have no way of speaking with British Gas unless they call me).

I have sent all the necessary documents they've asked for to a generic email address and still I don't hear from anyone about an appointment.  I've been chasing regularly and each time have to explain myself.  I'm losing the will to live!!

Help?!

WiserMiser

Forget the phone, keep it all in writing so that you have an accurate record.

My experience was that their email addresses all bounced or were full, so use their webform.

https://www.britishgas.co.uk/complaints.html

Start with a communication headed 'COMPLAINT - U16 gas meter upgrade'.  Mention that this relates to your complaint raised on 3 Oct 25.

Then go to the Energy Ombudsman upon receipt of a deadlock letter, or after eight weeks if they don't send one.

https://www.britishgas.co.uk/complaints/make-a-complaint-credit.html

https://www.energyombudsman.org/raise-dispute/british-gas

born_again

BG do not install these. They are installed by a 3rd party installer company who may only do them when they have enough in a given area.