Guaranteed Standards of Performance Query

celluauto

Hi - I wonder if anyone has any advice. I’m on prepayment meters for gas and electricity with EoN Next. Back in April, they contacted me to arrange to replace my old meters with smart meters. The day of the appointment, the engineer tried to push through a “Sorry We Missed You” card quietly through my letterbox, but as I have a Ring doorbell, I opened the door as he was doing this. He said that he wanted to clock off work early so would I mind cancelling the appointment. I said I really needed him to do it as I’d rearranged meetings to accommodate but he point blank refused. I complained to Eon immediately, and they lodged a complaint, rearranged a new appointment, and confirmed I would receive £40 compensation under the Guaranteed Standards of Performance.

The second engineer arrived later that week and tried to install the meter but couldn’t get a signal so had to install a new electric key meter instead. I had just over £11 left on the old meter, and he said Eon would need to sort that out for me if I contact them (which I did). They said they’d send a new key out with £51 preloaded on it (for the compensation + the £11 credit from the old meter).

Over 10 working days passed, and I still received nothing from Eon so I contacted them again. They initially said they didn’t need to provide any compensation. When I explained that they didn’t, and that they now owed me another £40 for failing to provide compensation within 10 working days, they confirmed that was correct. They said they would send me a new electric key with £91 preloaded.

I received a new key, inserted it into my meter to register, and absolutely nothing happened - the meter didn’t even acknowledge there was a key. I contacted them, and they said they’d send another one with the £91 preloaded. They did. I received that today, and had the same thing again. Fortunately the key the engineer gave me with the new meter still works, so I used that to top up myself.

I’m obviously concerned that no replacement keys from them seem to work (which would be problematic if my current key stopped working). But I would also like to receive the £91 from them as it’s coming up to two months. Would it be reasonable to ask them to issue a cheque or similar in such a case?

To be honest, I’m considering changing supplier once this is sorted as I’ve not been impressed with the way they’ve dealt with this (not least because the engineer who cancelled the appointment apparently claimed I told him to leave as I was too busy…). But in the meantime, I’d quite like this sorted!

Any advice appreciated!

masonic

The GSOP legislation does state the customer can request the compensation is paid to their bank account rather than their energy account and it seems like that would be a much better solution in this case!