Get smart: Raw Deal sorts out meter woe

Fiona Redmond wasn’t expecting months of hassle when she transferred from SSE to E.ON for both her gas and electric supply.

As part of the agreement, in December 2019 E.ON fitted a smart meter at her home in Strathaven, South Lanarkshire.

However, the meter was not connected to the account properly and was therefore only issuing estimated bills.

“I raised the issue in the January when I was unable to provide a meter reading on their app,” said Fiona. “I raised it again in March, and was told this would be rectified, but it wasn’t.

“Again in June, I tried to give a meter reading and was unable to do so, and due to Covid I was unable to speak to someone regarding it.”

In September, Fiona received a notification that her contract was due for renewal and she opted to move to another provider. However, this wasn’t possible as the gas meter issue hadn’t been resolved.

In frustration, Fiona contacted Raw Deal and we asked E.ON to look into the matter.

The good news is that Fiona’s meter problems have been sorted – however, she will have to wait until any outstanding balance on her account is cleared before she can switch provider.

The utility company said: “Mrs Redmond’s meters were changed in December 2019 but her account was not updated with the new gas meter details. This was our mistake and we have said sorry for that.

“The details have now been corrected and a goodwill payment applied to Mrs Redmond’s account by way of apology.

“We are pleased that Mrs Redmond has since chosen to renew her energy tariff with us.”