Smart meter not reporting usage - can I claim £40?

poodletip

Hi all,

I reported my gas meter is not providing readings to my supplier (EDF) on February 28th. They replied on March 2nd asking for a photo, which I provided on he same day. I asked for an update two days later (4th) having heard nothing and was told they were waiting to hear back from the relevant department.

Today I messaged again, saying that it had been two weeks since I submitted the photograph and I had heard nothing in reply. I said that I thought I was entitled to a plan for resolution within five working days and that it had been much longer than this, and asked if I could claim any compensation.

They replied:

"Hello

I appreciate it has been over a number of days, however there is no timeframe for how quick an issue should be resolved.

I have raised this with the relevant team but have not heard anything, I will chase this up today for you and be back in touch later this week."

Can anyone shed any light on this as I had been led to believe from MSE and Which? That any delay over 5 working days wheb reporting a faulty smart meter would be due some compensation.

Thanks in advance!

Lorian

https://www.edfenergy.com/sites/default/files/2024-04/R863%20Guide%20to%20Service%20Standards%20AW9_V2_1.pdf

Paragraphs 5 and 6

MWT

https://forums.moneysavingexpert.com/discussion/6659907/smart-meter-not-reporting-usage-can-i-claim-40

The entitlement is to the following:

If a consumer reports a problem with their smart meter, the energy supplier
must complete an initial assessment, take an appropriate action and offer to
update the consumer, within 5 working days, otherwise the consumer will
receive compensation

It sounds like that has happened.

Ultimately they have up to 90 days to actually fix the meter.

poodletip

Thanks for the replies, very helpful.

I have directed the assistant to the documentation and will report back what they say!

Much appreciated 👍

poodletip

They have replied, again stating that there is no timescale for fixes - I'll post all messages below:

My messages:

That's not what is stated in your guaranteed standards of service document, found here:

Link to document as above (I cannot yet post links on the forum)

Paragraphs 5 & 6 state:

If your smart meter has a fault
If you think your smart meter or in home display is not working properly, please get in touch.
Within five working days of hearing from you, we’ll investigate whether there is an issue with
your smart meter. This investigation may be carried out remotely or, if needed, through a visit to
your home. If you would like us to, we can confirm the outcome of our investigation in writing.
Where a fault is identified with your smart meter, we will agree a timescale with you to complete
the necessary work as quickly as possible.
If we don’t do what we said we would
If we don’t follow the above, we’ll give you £40 compensation. The above standard applies to
both residential and micro business customer appointments*.

As no investigation has been performed, in more than 5 working days (we are now, in fact, over 10 working days) I believe it states very clearly that I am due £40 compensation

Their reply:

Hello

Although this has taking longer than you expected, as mentioned there is not a set timescale for fixes.

This was raised with the relevant team initially and at present we are looking into arranging an appointment for you. Once I have news on the appointment I will make you aware of this.

If you are not happy with the time taking and want compensation then this can be discussed once the appointment takes place and the issue is resolved, we would not be looking to compensate you at present while the issue is still ongoing.

Any thoughts?

Qyburn

I think they're trying it on. Raise and escalate the complaint. Saying they've raised it with the relevant team but haven't heard back does not comply with what was posted earlier

If a consumer reports a problem with their smart meter, the energy supplier
must complete an initial assessment, take an appropriate action and offer to
update the consumer, within 5 working days, otherwise the consumer will
receive compensation

Lorian

Keep in mind you could well be the first person to claim this GSOP as the rule has just come in and agents may not have been trained yet.

MWT

I still don't see this as a claimable event so far, under the Ofgem rules they met the first standard by requesting the photo and referring the matter to the specialist team for review.

After that the following rule is the next hurdle:

If a consumer's smart meter is not operating in smart mode for over 90 days, the
consumer will receive compensation

poodletip

https://forums.moneysavingexpert.com/discussion/comment/81926299#Comment_81926299

This is almost what the agent is now claiming, although not regarding the photo.

They replied to me stating that after two days they attempted to perform a remote communication with my meter, which failed - after which they then raised it with the relevant team.

This therefore counts as investigating the issue, so they are not in breach of their standards.

I pointed out to them that it would have made sense to inform the customer of the actions that they have supposedly taken, particularly as I had asked for an update (which they gave with no reference to any remote communication) which they eventually accepted.

The agent went on to state again that there is no time frame for resolutions and that I would have to wait until later this week when an appointment would be booked.

Not particularly impressed with the customer service if I'm honest.

Phones4Chris

https://forums.moneysavingexpert.com/discussion/comment/81926299#Comment_81926299

Sorry, I do NOT see asking for a photo as "completing" an assessment. If the "specialist" team had responded within 5 days with a plan for resolution or it had been stated within the 5 days that they'd tried a remote communication with the meter which failed and a visit was needed, then that MIGHT have been the case. As it was, 2 weeks went by and the OP had to chase them for an update before getting that information.

As suggested by @Qyburn raise it as a "formal" complaint. They had not informed you within 5 days what was happening or what the plan would be.

MWT

See how it goes, they still have up to 90 days to get it fixed…