My smart meter couldn't be installed because the traditional meter is too old and has asbestos fuses - what should I do now?

Actually, there are some DNOs that will accept a request like this directly from the customer, but it’s difficult to know for sure as their policies keep changing and it’s a case of playing whack-a-mole to try and keep up.

Please check with OVO’s support team that the D0135 request has been sent to UK Power Networks. If it’s not been submitted, you can ask OVO to send it again.

So I messaged in to OVO customer services, the statement was

“This is sent to the DNO within 4-6 weeks of the appointment being aborted” I’d assume the D0135 form. However when I asked if there is confirmation of when this was sent, the online chat(bot?) said that there is no confirmation or note of when this is sent out to the DNO.

A decent customer service system should have all the necessary details logged in there. I have a feeling I will (again) be passed around again for some time yet...

There is a bot running on the live chat when you first connect, however once it says it’s passing you to an agent, a human steps in after that and the bot leaves the conversation completely.

The bot itself doesn’t understand the term D0135 so you weren’t talking to it at that point. If you think this is getting stuck, you may want to check out https://ovoenergy.com/feedback .

I’m so sorry to hear of the difficulty you’ve had when trying to establish the status of your D0135 form, @ovo_lego.

As advised this should be sent out within 6 weeks of the failed appointment, so its disappointing to hear you’ve experienced such a delay. I’d like the opportunity to follow this up on your account so I’ve arranged for us to collect some account details via a Private Message here. To access and respond to this message head to the menu in the top righthand corner of any forum page.

I hope we can help get this resolved.

My meter is now obsolete but OVO can not change it as the backboard is asbestos contacted 

network distributor and completed an application for the board to be changed but have been advised by them this is the homeowner responsibility but my housing association have told me it’s my suppliers responsibility.any suggestions have been waiting over a month for OVO to get back to me

The backboard is indeed the property owner’s responsibility, and OVO as supplier have no part to play in changing it. Some DNOs are helpful, especially in view of the fact that dealing with asbestos requires specialist training and equipment. Others are not …

You may find that the local ratcatcher (Environmental Health Officer, to give him a proper title) could help, because dangerous building materials come into his purview. 

I don’t really know how Housing Associations work, but if they manage communal areas in and around the property, then this is their headache. Your responsibility starts downstream of the meter: 

The DNO would have to attend if their cut-out is fixed to the same distribution board (DB in the graphic), so it could well be a collaborative nightmare to get at least three different operatives to remove the old board, fit a new one, remove and replace the cut-out and change the meter all at once. This could come down to two if the DNO is a helpful one.

Start with the EHO and go from there, but keep the Housing Association in the picture if it’s their responsibility. OVO is only involved in providing and fitting the meter once the new safe backboard is in place.

Thanks for that will let you know outcome.

That would be good. This question comes up occasionally, and it’s really helpful if we can point to someone who’s been through the exercise, assuming you’re successful, that is 🙂

For anyone else reading this, it’s always helpful to have a good clear photo of the current arrangement - it answers a lot of questions without us having to ask them, like ‘is the cut-out on the same backboard?’ You mentioned that you’d been in touch with the DNO - again, it would have been helpful to know which one it is. Some of those who come to answer questions here have contacts within some of the DNOs, and they may be able to find a fast track to a good solution.

Good luck!

The DNO I contacted was Scottish and Southern I complete the online application for a board change which made no reference to responsibility.

Again thanks

Something else that’s probably worth mentioning actually.

While that meter is NOT affected by the RTS Shutdown, it looks like it might have reached the natural End of Service Life. You may want to arrange for it to also be replaced soon.