The Situation
Susan Brown, a 77-year-old pensioner living with cancer, has accused British Gas of bullying her into getting a smart meter. Brown, who considers herself vulnerable, requested a replacement for her broken electricity meter that only required a key to top-up. However, British Gas said they would only replace it if she agreed to pay £139, which would be repaid as a debt on the new meter. Brown was particularly upset as she is on the priority service register for vulnerable customers.
Power Cut and Failed Engineer
The incident started after a power cut that affected over 3,000 households in East London. Brown's prepayment electricity meter went blank after the power outage, which is a common occurrence. Fortunately, she had enough credit on the meter to prevent disconnection. However, a British Gas engineer scheduled to address the issue did not show up, causing distress for Brown.
Confusion and Inconsistency
Brown, who has battled cancer and mental health issues, questioned why British Gas insisted on charging for a like-for-like replacement when they had previously replaced it for free. In September 2022, another power cut resulted in a broken meter, which British Gas replaced without charge. Sun Money contacted British Gas for an explanation and the fees were waived, along with compensation for the missed engineer appointment.
Your Rights and Smart Meters
Consumers have the right to choose whether or not to accept a smart meter installation offer. However, energy suppliers are encouraged to install smart meters when replacing or installing meters in new properties. If you choose not to have a smart meter, you may face limited energy tariff options. Vulnerable customers or those with valid reasons may have the charges waived by suppliers. The deadline for smart meter rollout has been extended to 2025.
Did you miss our previous article…
https://hellofaread.com/money/first-time-buyers-achieve-their-dream-home-with-small-deposit-scheme/
