British Gas - meter readings/smart reader problems?

[Saffron]

Our household has British Gas as our gas supplier. Last year we had gasworks on our road, and the subcontractor replaced our meter. Then, in quick succession, British Gas told us the meter installed by the subcontractor was not acceptable, and they replaced the meter, giving us a 'smart meter' as well. Since then, we've had serious problems with our billing.

British Gas issued us two different bills for the same approximate billing period. They also told us over the phone that meter readings would be ignored if they seemed wrong. Although, they have denied this in writing, expressing that no readings from the meter reading agency siemens would be ignored. Our usage has unexplainedly jumped from less than ?70 per month, to over ?150 per month, after the meters were replaced.

They also told us that they only have a record of our meter being changed once! And, that there have been 4 unsuccessful attempts to gain entry to read our meter last year. However, I have most definitly let in meter readers, and they have most definitely taken readings on more than one occasion!!

So far I have told them in writing that we're not paying any 'estimated' bills until they can clearly explain events. I got their typical form-letter response, where they deny everything, but acknowledge that they're not fully able to resolve my enquiry. Hmmm.

Is anyone else having similar problems?

Where do I go from here?

[Gidget]

You go to Consumer Focus, which is the utilities complaint section of Consumer Direct. Call Consumer Direct in the first instance.

[Saffron]

Ah thanks! That's very useful. Will enquire further with the CF.

[Saffron]

Our neighbour over the road is the local corgi guy who does our annual gas safety certificate. When he came round this week to update our safety cert, we got to talking out British Gas... turns out he's having some of the same problems with British Gas that we are!!

[Gidget]

You can also email with your problems by going to the Consumer Direct website but then you have to wait for someone to get back to you. Best to just call Consumer Direct and they will put everything in motion.