Failed smart meter installation, what next?

https://www.ofgem.gov.uk/publications/ovo-energy-pays-ps54000-after-agents-missed-appointments

Rank 20

OFGEM did get involved many years ago.

Rank 20

£30 Compensation is payable when

An engineer misses an appointment that has not been cancelled
An engineer arrives outside of the scheduled 4-hour time slot.
An appointment is cancelled giving you less than 24-hours notice.
An engineer is unable to do the job because they arrive with the wrong equipment

Compensation needs to be paid within 10 working days of the appointment , else another £30 is payable.

Rank 4

Certainly 5 missed appointments if they miss the next one would be a lot based on other examples seen on the forum…

Well today I just received a text cancelling the app on 4 May! Citing engineer availability apparently. Yesterday I phoned Energy Advice Scotland and they assisted me to submit a complaint to the Ombudsman because I received an email from Ovo telling me that they haven't resolved my complaint within 8 weeks. Would that be the reason they have cancelled the appointment do you think? Nearly fell off the couch when I read that text.

Rank 20

Certainly 5 missed appointments if they miss the next one would be a lot based on other examples seen on the forum…

Well today I just received a text cancelling the app on 4 May! Citing engineer availability apparently. Yesterday I phoned Energy Advice Scotland and they assisted me to submit a complaint to the Ombudsman because I received an email from Ovo telling me that they haven't resolved my complaint within 8 weeks. Would that be the reason they have cancelled the appointment do you think? Nearly fell off the couch when I read that text.

Honestly. No I really just think it was a coincidence. It is a shame the OVO systems and processes are not seemingly clever enough to highlight your appointment really should be a priority.

The Bank Holiday on the 1st and 8th May likely mean there are a lot of people taking that week off as holiday I personally suspect.

Have they given you a new date yet?

Rank 4

Certainly 5 missed appointments if they miss the next one would be a lot based on other examples seen on the forum…

Well today I just received a text cancelling the app on 4 May! Citing engineer availability apparently. Yesterday I phoned Energy Advice Scotland and they assisted me to submit a complaint to the Ombudsman because I received an email from Ovo telling me that they haven't resolved my complaint within 8 weeks. Would that be the reason they have cancelled the appointment do you think? Nearly fell off the couch when I read that text.

Honestly. No I really just think it was a coincidence. It is a shame the OVO systems and processes are not seemingly clever enough to highlight your appointment really should be a priority.

The Bank Holiday on the 1st and 8th May likely mean there are a lot of people taking that week off as holiday I personally suspect.

Have they given you a new date yet?

No they said they would be in touch in yet another 10cdays but the elusive person who is apparently meant to be handling my issue is supposed to phone tomorrow. The thing that gets me is, if they had just sent someone out to change the meter in the first place none of this would be necessary.

I'm hoping the Ombudsman doesn't take too long. The helpful guy I dealt with at Energy Advice said they tend to be fairly quick. So will see what this Ovo person says tomorrow. If she actually calls that is.

A

Anniefloss

Newcomer

Iv had 4 appointments missed with no compensation received? I was 2 hours on the phone before giving up again. No one wants to come out

https://www.ovoenergy.com/feedback

Rank 20

Iv had 4 appointments missed with no compensation received? I was 2 hours on the phone before giving up again. No one wants to come out

Hi @Anniefloss

Welcome to the customer forum, i am just a customer like you.

Sorry to hear that.

Definitely claim if you qualify.

£30 Compensation is payable when

An engineer misses an appointment that has not been cancelled
An engineer arrives outside of the scheduled 4-hour time slot.
An appointment is cancelled giving you less than 24-hours notice.
An engineer is unable to do the job because they arrive with the wrong equipment

Compensation needs to be paid within 10 working days of the appointment , it should be automatic, else another £30 is payable, so £60 for each eligible case if appropriate.

If you think you are eligible, list the dates and times etc. on a email to Complaints. Make it clear how much you are claiming.

complaints@ovoenergy.com

Don't let OVO close the complaint until you have actually had a successful appointment. If this is not within 8 weeks of the complaint then you can ask the Energy Ombudsman for help

Rank 4

Iv had 4 appointments missed with no compensation received? I was 2 hours on the phone before giving up again. No one wants to come out

As of today, I've had 5! Send them a written complaint via email and keep a record of it. Also all the emails from the failed appointments. My sympathies. I know exactly how you must be feeling. Raging!

Rank 4

So sorry to hear about it, @Scotia121. Just on the compensation point, the payment is £30 if you’re not given 24 hours notice or more, and if it doesn’t get paid within 10 working days it gets doubled to £60lad to hear this is booked in again!

Hi Tim just spoken to the lady who is handling this case. She will book an appointment with their own engineers, not the sub contractors. She seems very confident that they will turn up when they say they will. We'll see. I also raised the issue of the missing compensation and that none of them, bar one, had been paid within the 10 working days of the failed appointments so should have been doubled. She went off and spoke to her manager and said quite clearly that is not the case. Is that true?