When will I receive my compensation for a missed engineer appointment?

Another question please if that's ok. Does this mean that if a smart meter isn't sending back readings and it's not fixed, then £30 is due then too? 

Doesn't count I'm afraid. 

Thanks, good to know the facts. The wording could be clearer.

Another question please if that's ok. Does this mean that if a smart meter isn't sending back readings and it's not fixed, then £30 is due then too? 

 

I would need to know more about the situation. 

If you have a smart meter already installed and you report it faulty, suppliers have 5 days to make an assessment and get back to you. 

Really? Why? 

Another question please if that's ok. Does this mean that if a smart meter isn't sending back readings and it's not fixed, then £30 is due then too? 

 

I would need to know more about the situation. 

If you have a smart meter already installed and you report it faulty, suppliers have 5 days to make an assessment and get back to you. 

Doesn't count I'm afraid. 

Really? Why? 

 

Reported it back in November!

It does read but only sends out a signal intermittently and goes days without sending one. That would be ok, but we have solar panels and a battery and want to shift onto a time of use tariff. We can't do that if it's not recording half hourly data. We spent over three months  trying to get a response from OVO  and then convincing them there was an issue. This included me having to repeatedly send screenshots showing that they weren't getting the data. 

As I understand things, faults that come under that rule are more about the meter not recording anything at all or incorrectly recording. Smart functionality is a separate feature.

I'll had that it's an old liberty meter. We recently had a meter reader turn up who said he was surprised that it was sending out any signals. It's nothing to do with having a weak mobile signal, nor it's location. It's all to do with its age.

We know from other threads recently that customers have put in complaints under this supplier obligation. But also @Blastoise186 makes a good point about the liability of OVO. 

So let's look at this in a bit more detail @SarahH 

Have OVO  told you they are agreeing to fit the new meter because they believe or agree the current one is faulty?

Have they said that in writing or on a phone call? 

Yes. 

@SarahH

So they accept the meter is faulty. 

So this is what the latest page says on the OVO website verbatim.

https://www.ovoenergy.com/help/guaranteed-standard-of-performance-gsop

Credit meters

Once you contact us to tell us that you don’t think your credit meter’s working properly, we’ll:

• Make an assessment of whether or not the meter is faulty within 5 working days
• Confirm the result of our assessment in writing
• Take action to fix any faults we find – this could include repairing or replacing the meter – also within 5 working days after you contact us

If we don’t do any of these things, we’ll pay you £30.

They should have met all those statements. Missing any one of those results in a £30 compensation. I doubt they met any from what you have said. 

And as with all GSOP if this isn't automatically paid within 10 days, results in another £30.

Personally i would include this in your complaint as other posters have.