British Gas Customer Battles for Resolution After Smart Meter Failure

A customer’s struggle with British Gas highlights the challenges many face when dealing with energy suppliers. Gillian Morrison reported that her gas smart meter malfunctioned earlier this year, leading to a series of frustrations with the company. Despite multiple requests for an engineer to fix the device, appointments were cancelled three times.

Each time British Gas assured Morrison that she would receive £40 in compensation for the missed appointments. However, the company later stated it only had a record of one cancelled appointment, crediting her account with £50 as a goodwill gesture. During the period her meter was malfunctioning, British Gas estimated her bills, resulting in a doubling of her direct debit payments, despite her requests to avoid this increase.

Once the situation escalated, Morrison decided to cancel her direct debit, subsequently missing payments for May and June. British Gas then informed her that her account was in debit, claiming she owed £202. This left Morrison feeling frustrated and confused about the ongoing situation.

Resolution After Inquiry

In response to Morrison’s email detailing her issues, the matter was brought to the attention of British Gas. The company acknowledged her experience and arranged for an engineer to visit her home in June to repair the faulty meter. This visit allowed for an accurate reading of her gas consumption.

According to British Gas, the estimated readings used for billing while the meter was out of service led to the £202 debt. Following the resolution, the company provided Morrison with a total credit of £80 for the missed appointments and an additional £72.45 as a gesture of goodwill. This adjustment brought her account back into positive balance, alleviating some of her concerns.

Morrison expressed relief that the issue was finally resolved, emphasizing the importance of customer service in situations involving smart meter failures. She encouraged others experiencing similar problems to promptly contact their energy suppliers to seek resolution, noting that companies have a five-day window to address such issues or face a £40 compensation obligation.

This case reflects a broader trend in the energy sector, where customers often encounter difficulties with service providers. As energy companies navigate the complexities of smart technology, maintaining effective communication and responsive service is crucial for customer satisfaction.