Q: Four years ago I had a smart meter fitted but I’ve only recently found out that British Gas has not been receiving my gas readings.
Several engineers have come to my house to try and fix it and my meter has been replaced three times.
They have also changed the main gas box outside my house but it’s still not working.
British Gas has called me numerous times but each time I’ve had to explain the issue again.
No progress has been made on the issue and British Gas keeps trying to get me to close my case.
I’m having to read the meter myself and send a reading to British Gas.
This is proving difficult as I’ve had several hip operations and have recently been in hospital for shoulder surgery.
Can you help?
Vivien Webborn, Swansea
A: My email inbox is bursting with smart meter complaints – but yours is one of the worst I’ve seen.
With your ongoing health issues this is the last thing you needed and I’m shocked British Gas didn’t escalate it sooner.
You should have also been added to its priority services register, which offers support to customers with health conditions or disabilities.
This service can help you with your meter readings and give you free gas safety checks.
You can join the priority services register for several reasons including if you are over 65, have a disability or long-term illness, are recovering from hospital treatment or are bereaved.
British Gas apologised for your experience and the time it took to put this issue right.
It has fixed your gas meter and is now receiving regular meter readings.
British Gas has also given you an energy monitor so you can see exactly how much gas and electricity you are using.
It has also given you a £200 gesture of goodwill to apologise for your experience, which you are happy with.
If you are having problems with your energy meter then contact your supplier straight away.
From next year energy suppliers will have to compensate customers who are forced to wait for their smart meter to be repaired.
Meanwhile, if your smart meter breaks then suppliers will have five working days to provide a plan to fix it.
The measures can’t come soon enough.
Ask Adele total: £232,828.
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