Meter certification date - dispute with Octopus

caravan_girl

I have a Landis + Gyr 5235A electricity meter. It has a 20 year certification period. The certification stamp on the meter clearly says September 2009, meaning it's not due for replacement until 2029. This is backed up by the Landis + Gyr spec sheet, Citizens Advice, and Octopus's own website.

An Octopus agent has repeatedly insisted my meter needs replaced and that the certification date is 2005. When I asked her to explain where the 2005 date comes from and how that reconciles with the physical stamp on my meter, she didn't answer. I raised a formal complaint and it was sent back to the same agent, who again ignored my questions and just repeated the standard script about certification dates.

I've escalated again and emailed the complaints team separately to flag that my formal complaint wasn't properly escalated.

I worked in the energy industry for 10 years so I'm reasonably confident I'm reading this correctly, but being repeatedly told I'm wrong is making me doubt myself. Has anyone dealt with anything similar? Am I missing something?

MattMattMattUK

They can replace the meter if they want to, meters are constantly reassessed throughout their lifetimes for accuracy so the certification period can be reduced.

Why are you so resistant to them changing the meter, why not just let them change it?

caravan_girl

https://forums.moneysavingexpert.com/discussion/comment/82032558#Comment_82032558

They've given me no reason other than they want to install a smart meter. I'm not against a smart meter but I already know my meter location isn't compatible for smart installation, and my Landlord is unlikely to be amenable to moving the board as there's nowhere it can go.

I am disabled and recovering from a mental health breakdown, so unless the meter change is necessary, I would rather not navigate it all right now.

Netexporter

It may be reading correctly but is a SMETS1 meter, so may be missing some functionality that SMETS2 will provide.

QrizB

There's two different issues here.

1. Yes, the Octopus rep shouldn't be telling you that your meter is end-of-life based on a 2005 certification date if it's really certified from 2009. That's worth pursuing with Octopus.
2. Yes, Octopus can change your meter whenever they want even if it's still in certification. It's part of the standard T&C.

Good luck with your complaint.

caravan_girl

https://forums.moneysavingexpert.com/discussion/comment/82032560#Comment_82032560

I currently have a dumb meter, which was installed around 10 years ago, after my supplier at the time was unable to install SMETS1 due to the location.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/82032559#Comment_82032559

They are required, by their license conditions to install a smart meter. They will install it and if that is not the case then it will just not be smart, but that probably is not a huge issue. It is not really a case of navigating, they just book a date and come and install it, or fail to turn up and you get £40 bill credit for them missing the appointment, so a win either way. You have a choice, agree, or refuse, in which case they will keep going until you agree.

https://forums.moneysavingexpert.com/discussion/comment/82032560#Comment_82032560

From what I could see it is a digital meter, not a smart meter?

caravan_girl

https://forums.moneysavingexpert.com/discussion/comment/82032567#Comment_82032567

Thanks for this. They're insistent it's due to the certification date but can't provide any evidence or explanation about the date discrepancy.

If it's in the T&C I would have understood better, and then see if I can negotiate coming back to installation at a later date. Nobody has come to read my meter in a long time so I can't imagine there's any issue with it. I provide them with readings and photos on a regular basis.

doodling

Hi,

Providing that they don't change your meter more often than is "reasonable" (noting that unreasonable is probably something like every year) then they can change the meter as often as they like; it is their meter, they get the choose when to change it.

You will expend more effort fighting this than letting them get on with it - if your goal is minimum stress then a meter change is the best choice.

caravan_girl

Just to be clear, I'm not opposed to a smart meter, and I'm not dodging or disputing bills, it's just that I could really do without the additional upheaval while I recover - I don't have anyone who can do this for me.

QrizB

It's spelled out in section 16 of the T&C. You agree to give Octopus access to install, replace or maintain your meter.