@Beki_EONNext @HannahD_EONNext @PeterT_EONNext @Han_EONNext @Bennie_EONNext @DebF_EONNext @Anasa_EONNext
Been a busy day today and we're being inundated with problems regarding new tenants discovering meters with debts on them, no keys or cards and being off supply.
Seriously, this issue needs addressing sooner rather than later.
I appreciate we're talking about 'legacy' systems that, in my opinion, were never properly thought out or fit for purpose in the first place, but something needs to be done to address the problem of having to get codes or RTI numbers and then having to wait two hours, go back and 'reprogram' the meter, and then go back out again to top up a key or card and then get the supply back up and running again.
Surely there must be an easier way? Why can't an RTI code be issued that clears the meter and puts, say, a tenner credit on at the same time? This 'advance' can then be clawed back perhaps at a pound a time from ongoing top ups until paid back.
The emergency out of hours number keeps people on hold almost as long as the main customer services number. If someone is in an 'emergency' off-supply situation and can't get through or does, but only by teatime, the two hour delay is a major problem. Chances are most of the available paypoints or payzones are shut, so even if a working code is issued, how on earth is anyone supposed to get supply restored?
I know from personal experience having to top up an electricity key in the past when I lived in the great metropolis of urban Southampton, that sometimes you can find a 24 hour petrol station or somewhere to get credit on a key at 2am...but on one occasion after a late arrival at Heathrow and getting in at 1am I had to drive all the way down to Rownhams Services on the M27 to find an open Pay Point. I was young and in good health back then and had a car, but for the elderly, infirm or those without a car...what do you do in those circumstances?
Surely, as the meter is the responsibility of the supplier, and the supplier should have records of every MPAN they are responsible for, it should be a matter of utmost priority to, er, prioritise replacement of all outdated meter installations as soon as possible. Clearly this would also get your stats up for smart meter deployment too, rather than try and 'push' smart meters on folks that don't want the damn things.
Clearly, if a change of tenancy is advised ahead of a change and a property has a legacy meter, then that is the perfect time to go in and swap the meter.
But, especially in a lot of 'social housing' or where tenancies can change with almost no notice, this can be more difficult. Without wanting to tar everyone with the same brush, or make assumptions on anyone's background or status...a lot of these 'short notice' tenancies are given to folks who really haven't the savvy or the knowhow, or even the means or the language skills to sort these messes out.
So I really feel that the sooner any legacy metering is taken out of the equation, the better.
I'm not a fan of smart meters, as you probably realise. For those of us with 'proper' credit meters, this is not an issue, but if we have to have prepay meters for whatever reason, they should be smart and accessible directly from the supplier to wipe debts, reset errors and enable a tenant to move in with the absolute minimum of delay. A dedicated new tenancy phoneline, and the ability for someone to get a supply back on then and there...in my opinion that is essential, especially in a cold weather period like now.
Just my ha'peth worth.
Been a busy day today and we're being inundated with problems regarding new tenants discovering meters with debts on them, no keys or cards and being off supply.
Seriously, this issue needs addressing sooner rather than later.
I appreciate we're talking about 'legacy' systems that, in my opinion, were never properly thought out or fit for purpose in the first place, but something needs to be done to address the problem of having to get codes or RTI numbers and then having to wait two hours, go back and 'reprogram' the meter, and then go back out again to top up a key or card and then get the supply back up and running again.
Surely there must be an easier way? Why can't an RTI code be issued that clears the meter and puts, say, a tenner credit on at the same time? This 'advance' can then be clawed back perhaps at a pound a time from ongoing top ups until paid back.
The emergency out of hours number keeps people on hold almost as long as the main customer services number. If someone is in an 'emergency' off-supply situation and can't get through or does, but only by teatime, the two hour delay is a major problem. Chances are most of the available paypoints or payzones are shut, so even if a working code is issued, how on earth is anyone supposed to get supply restored?
I know from personal experience having to top up an electricity key in the past when I lived in the great metropolis of urban Southampton, that sometimes you can find a 24 hour petrol station or somewhere to get credit on a key at 2am...but on one occasion after a late arrival at Heathrow and getting in at 1am I had to drive all the way down to Rownhams Services on the M27 to find an open Pay Point. I was young and in good health back then and had a car, but for the elderly, infirm or those without a car...what do you do in those circumstances?
Surely, as the meter is the responsibility of the supplier, and the supplier should have records of every MPAN they are responsible for, it should be a matter of utmost priority to, er, prioritise replacement of all outdated meter installations as soon as possible. Clearly this would also get your stats up for smart meter deployment too, rather than try and 'push' smart meters on folks that don't want the damn things.
Clearly, if a change of tenancy is advised ahead of a change and a property has a legacy meter, then that is the perfect time to go in and swap the meter.
But, especially in a lot of 'social housing' or where tenancies can change with almost no notice, this can be more difficult. Without wanting to tar everyone with the same brush, or make assumptions on anyone's background or status...a lot of these 'short notice' tenancies are given to folks who really haven't the savvy or the knowhow, or even the means or the language skills to sort these messes out.
So I really feel that the sooner any legacy metering is taken out of the equation, the better.
I'm not a fan of smart meters, as you probably realise. For those of us with 'proper' credit meters, this is not an issue, but if we have to have prepay meters for whatever reason, they should be smart and accessible directly from the supplier to wipe debts, reset errors and enable a tenant to move in with the absolute minimum of delay. A dedicated new tenancy phoneline, and the ability for someone to get a supply back on then and there...in my opinion that is essential, especially in a cold weather period like now.
Just my ha'peth worth.
Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.
