British Gas paid £200 to a customer due to a meter failure.

Issues with the smart meter

According to The Sun: Four years ago, I had a smart meter installed, but recently I found out that British Gas is not receiving readings from my gas meter.

Several engineers came to me, tried to resolve the issue, and my meter was replaced three times.

They also changed the main gas box outside my house, but it did not help.

British Gas called me repeatedly, and each time I had to explain the situation again.

No progress was made, and the company continues to try to make me close the case.

I am forced to take readings from my meter myself and send them to British Gas.

This causes me difficulties, as I have undergone several hip operations and recently was in the hospital for shoulder surgery.

Can you help me?

Vivien Webb, Swansea

Response from the journalist

My inbox is overflowing with complaints about smart meters, but your situation is one of the worst I have seen.

Given your ongoing health issues, this is absolutely what you do not need, and I am shocked that British Gas has not addressed this issue earlier.

If you have health problems or need special support, you should have been added to the priority services register. This service can assist with your meter readings and provide free gas safety checks.

You can join the priority services register for several reasons: if you are over 65, have a disability or chronic illness, are recovering from surgery, or have experienced the loss of a loved one.

British Gas apologized for your experience and for the time it took to resolve the issue.

They have fixed your gas meter, and they are now regularly receiving readings.

Additionally, British Gas provided you with an energy monitor so you can see how much gas and electricity you are using.

Furthermore, they offered you a compensation of £200 as a goodwill gesture, which you agreed to.

If you have issues with your energy meter, contact your supplier immediately.

From next year, energy companies will have to compensate consumers who have to wait for repairs to their smart meter.

In the meantime, if your smart meter breaks down, suppliers will have five working days to provide a repair plan.

These new measures are hoped to ease the situation for consumers in the future.

Questions for Adela total amount: £232,828.

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The situation described is just one of many instances where energy suppliers face challenges in serving their customers. Consumers have the right to quality service, and it is important for energy companies to uphold their obligations.

The situation with meters needs to be resolved in the interest of all consumers, especially those with health issues, as they require special attention and support.