[meldrewreborn]

@retrotecchie and I make no secret of the fact that we don't want smart meters.

But there are a lot out there that do. And a lot of customers that need to contact customer services about the meters not working 100%.

So when I asked about this in another thread @Beki_EONNext suggested i post it as a stand alone question.

So take the credit meter customer base and categorise it as customers with smart meters and those that have traditional meters. What is the rate of customers contacting customer services about meter problem for the two groups per annum?

We suspect that smart meters have caused a huge increase in the need to contact customer services.

[Matobato]

i bet most reports are down to IHD problems and not the meter itself.
the second weakest link in my opinion is gas meter battery.

[Beki]

@meldrewreborn

We do publish how E.ON Next perform here and I thought that you might be interested in seeing some of the stats.

[meldrewreborn]

@Beki_EONNext

So far so good but......

These stats are for complaints - where customer service haven't solved the customers issues. And if a complaint is about customer service (42.49%) what was the underlying issue.

And how do these stats in any way go to answer my question which was about calls to customer service on meter issue and how these were different for those thith smart meters and those without.

It seems it its not just politicians that answer a different question to the one asked! 😉😉

[retrotecchie]

@meldrewreborn

Unfortunately I came to this Community party only recently and until I got involved I never really took much notice of the bumph on the E.On Next website. I sent readings, I got bills and that was the whole extent of my involvement.

However, I have downloaded the 'stats' on complaints from Q3 2022 and look forward to the Q4 stats being published so I can make a comparison.

That only tells part of the story as those 'stats' have very broad categories. But a comparison of ongoing quarterly data using the headings should at least tell us if things are improving or not.

What I would like to see is actual hard and fast figures of number of actual customers, how many are electricity only or gas only or dual-fuel customers, and of all those customers, how many have smart meters installed and how many have traditional meters.

Of the smart meters, how many are SMETS1, how many are SMETS2 and how many are actually working 100%. That is to say, communicating reliably and fulfilling the reading/billing side of the equation as well as having fully working and accurately reporting IHDs fulfilling the promise to customers that they can reliably and accurately track their energy usage.

[meldrewreborn]

@retrotecchie

Since the stats will always (hopefully) add up to 100%, all the comparisons from one quarter to another would show would be changes in "market share".

[Beki]

@meldrewreborn I honestly don't even know how to get you these answers because this is how our complaints are categorised as per OFGEM rules an regs.
I don't think any energy company or business could give you this information, unless you worked there and that was your job role 😂

[meldrewreborn]

@Beki_EONNext

That 1.679% of customers found it necessary to raise a complaint - customers services had failed to resolve the issue - is in my view very poor. They say things can only get better!

[meldrewreborn]

Originally Posted by Beki_EONNext

@meldrewreborn I honestly don't even know how to get you these answers because this is how our complaints are categorised as per OFGEM rules an regs.
I don't think any energy company or business could give you this information, unless you worked there and that was your job role 😂

Companies are obliged to keep records to satisfy regulatory requirements. But I doubt that any company could survive long if it it did not measure things internally in much greater detail than required by the regulators. But the old saying goes "if you don't ask you don't get".

[Beki]

The question I will be faced with is "why does @meldrewreborn require this information? What purpose does it bring to the Community and why are the results that we release not enough?

As far as I am aware, it's only yourself out of 6 million customers, that have requested that information.

The complaints information is on the link provided and that meets OFGEM requirements. If there was a need for more, OFGEM would request it from us as an industry.