Smart meter installation error (Am I due compensation?)

Powapa

Hello,

I had a smart meter installed on Thursday, my time slot was between 8am and 12pm. The engineer phoned to say he would be later than 12 so i had to book the rest of the afternoon off work. He turned up at 12:05pm and spent 45 mins fitting the meter.

Secondly towards the end of the installation he stated they would have to come back due to no one being in the office from my energy provider (Home Energy) who could link the IHD to the Smart Meter.

Am I right in thinking I am due £40 compensation for the engineer being late but also the installation failing and them having to come back to finalise it all?

Netexporter

Possibly for the late appointment but they have 90 days to put the fault right.

TroubledTarts

Technically yes

Powapa

Morning,

this is the reply I got from my energy company stating no compensation to be given.

“As discussed during our phone call yesterday, and following communication with our internal team and SMS, the issue was not due to the absence of anyone from our office. The appointment failed because the meter commissioning attempt was unsuccessful. The next step will be sms to attempt remote commissioning; if this is not successful, a site visit will be scheduled, at which point you will be notified.

Regarding compensation, we will not be providing any as the work was completed, but the commissioning process failed and therefore requires a subsequent attempt.”

dunstonh

A late arrival is not the same as a missed appointment, and a commissioning failure only triggers the newer £40 smart-meter compensation rules where the failure was within the supplier’s control and the rules were already in force on the appointment date.

So, not compensation is payable.