HELP! Cannot contact Coop Energy for emergency

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dush_yant
dush_yant Posts: 20 Forumite
edited 15 March 2018 at 12:07PM in Energy
My electric meter exploded yesterday afternoon, it has big gash, the front literally melted with smoke coming out of it! I had to call the fire services to make it safe and the power distribution network on 105 who then just disconnected the power cable coming from underground and said it is not their responsibility to replace the meter - they are legally not allowed to touch the meter and it is up to my electricity supplier who is Coop Energy. I have then found out it is impossible to contact Cooperative Energy after 4pm on Saturday and they are closed on Sundays so the earliest I can report the fault is Monday morning! No power and not heating for the weekend then. Does anyone know an emergency number for them because there is nothing of the sort on their website? All they have is a note to call 105 for the power distribution network company which I have already done. Same info on the back of my bills. What a nightmare! The Coop website also condescendingly says that it can't be a fault with their meters because these "work for up to 20 years without a problem". Speaking with one of the agents on the 105 line this is a common issue with many utility providers: they do not have an out of hours service for emergencies! But there are some who do unfortunately she has to be neutral and can't recommend me any specific ones to switch to. I recommend everyone to check that their utilities company do have an out of hours phone line to report emergency faults otherwise switch to a provider that does.
The reason I moved to Coop Enegy is because of their statements about being ethical, fair and trustworthy with great customer service. Their website proudly advertises them to be "An energy company with a heart".. More like a frozen heart!

UPDATE: Coop Energy have taken the issues highlighted on board and have now implemented a 24/7 out of hours call service.
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  • spiro
    spiro Posts: 6,403 Forumite
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    I think you will find even when a customer is off supply because of a faulty PPM they are not required to exchange the meter out of hours. OFGEM sets the rules.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).
  • Robin9
    Robin9 Posts: 12,122 Forumite
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    In the good old days the Distribution Company would make a temp connection and then fit a new meter a later date.
    Never pay on an estimated bill
  • dush_yant
    dush_yant Posts: 20 Forumite
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    So when it’s winter time and you have electric heating and you have young kids, they don’t care and you are left out to hang?
  • House_Martin
    House_Martin Posts: 1,462 Forumite
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    dush_yant wrote: »
    So when it’s winter time and you have electric heating and you have young kids, they don’t care and you are left out to hang?
    Is your meter a prepayment meter made by either Landis Gyr, Actaris, Itron. These are key meters with a blue button ?
    I ve seen quite a few of this type of meter on my rounds meter reading which has either overheated and melted the cables or actually ignited
  • dush_yant
    dush_yant Posts: 20 Forumite
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    House_Martin wrote: »
    Is your meter a prepayment meter made by either Landis Gyr, Actaris, Itron. These are key meters with a blue button ?
    I ve seen quite a few of this type of meter on my rounds meter reading which has either overheated and melted the cables or actually ignited

    No, it’s a nomal pay monthly meter supplied by SSE. Actually quite new because it was installed 4 and a half years ago when I switched out of an economy 7 plan.
  • Smodlet
    Smodlet Posts: 6,976 Forumite
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    Let us know how you get on. I would be looking for at least some compensation for having no heating/hot water where young children are concerned due to a faulty meter. Perhaps the Co-op would like to explain how their meter managed to explode and melt if it "cannot be faulty".

    If you decide to pursue this course of action, please do not be put off by the first indifferent bod you speak to. If you do not get someone who listens and does something to help you, ask to speak to a manager. If the manager does not offer a satisfactory response, speak to their manager and so on, and so forth. Escalate the complaint until you do get somewhere, if you have the energy. HTH.
  • trickytree1963
    trickytree1963 Posts: 255 Forumite
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    I would also recommend getting on the Priority Services Register if you switch to another supplier as you qualify through having a young family. Most companies provide an out of hours service, bit surprised Co Op doesnt tbh.
  • Smodlet
    Smodlet Posts: 6,976 Forumite
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    edited 12 February 2018 at 2:33PM
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    trickytree1963 wrote: »
    I would also recommend getting on the Priority Services Register if you switch to another supplier as you qualify through having a young family. Most companies provide an out of hours service, bit surprised Co Op doesnt tbh.

    Just checked on nPower's website and it seems they don't. You can chat to someone about your bill until 10pm Mon-Fri, 8pm Sat but Priority Services' opening times are until 6pm Mon-Fri and 5pm Sat.
  • dush_yant
    dush_yant Posts: 20 Forumite
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    Smodlet wrote: »
    Just checked on nPower's website and it seems they don't. You can chat to someone about your bill until 10pm Mon-Fri, 8pm Sat but Priority Services' opening times are until 6pm Mon-Fri and 5pm Sat.

    The consumer department of SSE does have a 24/7 emergency service for meter faults.
    They also look after the power distribution in my region under the name SSEN.
  • dush_yant
    dush_yant Posts: 20 Forumite
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    spiro wrote: »
    I think you will find even when a customer is off supply because of a faulty PPM they are not required to exchange the meter out of hours. OFGEM sets the rules.

    By PPM you mean pre-pay meter? This is for a pay monthly service.
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