I was appalled to receive a threatening email from energy supplier npower, telling us that our gas meter safety inspection was overdue. It warned that unless we respond within seven days, it might need to obtain a warrant to access our property. “Such proceedings could incur a minimum cost of £150, which would need to be passed on to you.”
I assumed it was a spam email and contacted npower, only to be told it was genuine. I understand it is a legal requirement to do the checks but I can’t believe it sends emails of this type to customers who pay their bills on time and by direct debit. This is a customer services issue, not a legal one. It has caused me genuine distress. DH, Epsom, Surrey
As part of npower’s licence condition, it is required by Ofgem to read and inspect customers’ gas meters for safety reasons. The inspections are required every two years. It told us that it is sorry the wording of the email caused you distress, but says that you would have received a previous email before receiving the one you refer to. (You insist this was the first email you received referring to an inspection).
As a goodwill gesture, it has arranged for customer services to (hopefully) appease you and stop you from taking your custom elsewhere. It said: “We’re really sorry if we upset DH. The health and safety of our customers is our absolute priority. That’s why we have to be firm but polite to make sure we are given access to carry out these essential inspections.”
We have to agree that in potentially life-saving situations like this, a strong message has the most impact.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
