I have been waiting for more than a year to take over an electricity account with British Gas on a small commercial premises.
Thirteen months after the previous tenant left, I am still without an electricity supply – and cannot rent it out until I have one.
British Gas claims it does not recognise the serial number of the meter, which it replaced a few years ago, despite having successfully billed the previous tenant. It says it needs to update the records held by the National Grid, but months have gone by without any action.
Ombudsman Services Energy has been dealing with my complaint, but British Gas has failed to implement its ruling that it must provide me with an account within 28 days.
I cannot get another provider to give me an account until the meter is in my name. DW, London
Depressingly, it takes British Gas a mere six days to get to the bottom of the issue when it realises it’s under the media spotlight. It discovers that there are, in fact, three meters on the premises, two of which should have been closed down six years ago.
Instead, the wrong one was closed and, ever since, British Gas had been billing the previous tenant using incorrect meter readings. It wanted to get his account sorted and the industry database updated before it took you on board. Except it did nothing. It also did nothing when the ombudsman told it to get a move on. It blames “issues with the billing system”. Now, though, it has made you an urgent priority.
“We should not have left the customer without a business electricity account for so long, and should have put things right as soon as he contacted us,” confesses a spokesperson. “We are offering DW a gesture of goodwill as well as our sincere apology for the delay and inconvenience.”
So far, so good. But again, nothing happens and another ombudsman deadline passes. Ten days later I have to chase British Gas again, and this time you get a call from the chairman’s office confirming that, at last, the account has been transferred to your name and the goodwill gesture raised from £250 to £400.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
