Meter readings

[antongould]

As you say a number of things will be included in that "not working" figure, but as the energy billing system doesn't seem capable of coping with customers' difficulties, whatever their origin, the smart meters can(and I believe do) add to the difficulties if they are not working correctly. If, as far as customer is aware, the correct information(or indeed information full stop) is being sent, and money is being paid/taken for bills, then if in fact the meter isn't working in some way that may not be obvious. By the time a problem is flagged up the sums involved can be considerable, but trying to resolve issues runs into the "customer service" black hole for far too many people. Even if a customer knows there is a problem, trying to get it sorted isn't straightforward, as indeed your saga illustrates.
This doesn't make for happy reading

from this https://committees.parliament.uk/com...ublic-support/
How many of the problems that have arisen were the result of poor decisions(whether from inadequate knowledge or adverse influence) and could have been prevented - I get the impression that has played a part - and also the old problem of not listening when concerns are raised, whether from those in the industry(ie informed input) or from early adopters flagging up issues.
It doesn't help if such things as E7 tariffs are seemingly beyond the competence/knowledge of installers but they don't admit it , as happened to someone I know last year who suddenly found that her storage heaters stopped working following the smart meter installation; consumer problem page letters suggest that wasn't an isolated case.

Thank you OOO that puts some meat on the 10% bone …. and I suppose it does mean, more or less, that 10% of the meters are not providing the customer with the full experience - timely and accurate bills and in house display of energy consumption and cost. Let us hope Ofgem is monitoring the 10% figure and taking steps to ensure it reduces at a pace. ..

[french frank]

The number of faulty meters has gone up: does it also say how many meters are now in use? Is it still c 30m (in some sources 33m)? The original BBC story quoted (4 Dec 2023) gave the figure as 2.7m ("almost 3 million") out of "around" 33m. A touch over 8%? Do we know whether the situation is improving or are the figures which get quoted not very accurate?

[oddoneout]

Thank you OOO that puts some meat on the 10% bone …. and I suppose it does mean, more or less, that 10% of the meters are not providing the customer with the full experience - timely and accurate bills and in house display of energy consumption and cost. Let us hope Ofgem is monitoring the 10% figure and taking steps to ensure it reduces at a pace. ..

A vain hope and snail's pace...
It hasn't managed to keep to the brief it has(which already relies far too much on accepting good intent from suppliers to avoid further investigation and enforcement) over the years and the political climate has done nothing to require that it does so IMO.

https://www.citizensadvice.org.uk/about-us/media-centre/press-releases/catalogue-of-errors-at-ofgem-leaves-consumers-with-multi-billion-pound-bill/

Which doesn't exactly tally with this,

The Authority’s principal objective in carrying out its functions is to protect the interests of existing and future gas and electricity consumers.

which comes from the section headed

Our objectives and regulatory principles

in its own document

https://www.ofgem.gov.uk/sites/default/files/2022-03/Enforcement%20Guidelines%2023%20March%202022.pdf

a classic example of saying all the right things(to the right people) and being (totally) ineffectual in implementing them. I'm not convinced that business takes Ofgem seriously either when it comes to requirements to take action - hardly surprising if just saying that things will improve apparently lets them off the hook?
A regulator that isn't backed by political will(and hence resources and powers) to do its job is pointless, as is shown on a regular basis.

[antongould]

The number of faulty meters has gone up: does it also say how many meters are now in use? Is it still c 30m (in some sources 33m)? The original BBC story quoted (4 Dec 2023) gave the figure as 2.7m ("almost 3 million") out of "around" 33m. A touch over 8%? Do we know whether the situation is improving or are the figures which get quoted not very accurate?

Smart meter statistics can be found on Gov.uk - latest up to September 2023 ….. to March 2024 due any time now. Nothing specific, that I can see, on faulty meters and for smart meters operating in traditional mode the figures are not available due to a data problem!!

[antongould]

A vain hope and snail's pace...
……a classic example of saying all the right things(to the right people) and being (totally) ineffectual in implementing them. I'm not convinced that business takes Ofgem seriously either when it comes to requirements to take action - hardly surprising if just saying that things will improve apparently lets them off the hook?
A regulator that isn't backed by political will(and hence resources and powers) to do its job is pointless, as is shown on a regular basis.

very well said OOO I have had many dealings with Ofgem and have, quite frankly, found them pathetic. I gave up years ago but recently went back to them with solid evidence of EON increasing monthly direct debit payments by way too much - their response go to the Energy Ombudsman!!!!!!

[antongould]

Today’s Observer details a few of many billing scandals …… this one I find just amazing -

”In London, DSN receives a menacing letter from a debt collector demanding £422 on behalf of British Gas. The debt relates to a house share he left in 2022.

DSN is bemused. He was not the named account holder in that house share. And the meter was prepayment. In vain does he explain this to British Gas, which reckons he should pay up regardless.

I have a go. This time it explains that, back in 2021, a tenant who predated DSN had informed the company that the house had a credit meter. So British Gas mindlessly wrote this down on its system and began conjuring bills addressed to the occupier during the year that DSN and his housemates were feeding the prepayment meter.

It adds vaguely that “someone” at some point supplied DSN’s name and so the demands were issued to him. It’s now cancelled the imaginary debt and apologised.”

How the hell can you set up a billing record on a meter that only exists in the mind of a long gone customer …… ??????

[oddoneout]

Today’s Observer details a few of many billing scandals …… this one I find just amazing -

”In London, DSN receives a menacing letter from a debt collector demanding £422 on behalf of British Gas. The debt relates to a house share he left in 2022.

DSN is bemused. He was not the named account holder in that house share. And the meter was prepayment. In vain does he explain this to British Gas, which reckons he should pay up regardless.

I have a go. This time it explains that, back in 2021, a tenant who predated DSN had informed the company that the house had a credit meter. So British Gas mindlessly wrote this down on its system and began conjuring bills addressed to the occupier during the year that DSN and his housemates were feeding the prepayment meter.

It adds vaguely that “someone” at some point supplied DSN’s name and so the demands were issued to him. It’s now cancelled the imaginary debt and apologised.”

How the hell can you set up a billing record on a meter that only exists in the mind of a long gone customer …… ??????

Very easily is the answer to that. Similar problems feature regularly in the Guardian consumer columns. An added problem more recently is the habit of selling on debt to debt collecting firms, at which point the hapless and non-culpable individual ends up in no-mans land between the utility company and the debt collectors(which also sell on debts, so more than one company may be involved) and, like the sorcerer's apprentice it becomes impossible to stop the stream of aggravation.
What is striking in such cases is how easy it is for businesses to misuse personal details(eg lifting names from the electoral roll listed at the address, regardless of dates, or whether they are or ever have been, customers) yet it seems difficult to impossible for an individual to correct such "mistakes".

Article in question here

https://www.theguardian.com/money/article/2024/may/06/bills-you-dont-owe-menacing-debt-collectors-the-terrifying-world-of-energy-company-customers

Comments add to the horror story.