Energy suppliers are required to investigate if a customer suspects that their energy meter is not recording consumption accurately. Under Ofgem’s standards of conduct, that must be carried out in an honest, transparent and professional manner. If necessary, a consumer can request that the meter be independently tested by a meter examiner appointed by the National Measurement Office.
What the Minister has outlined does not appear to have happened in the case of a customer working in my constituency to whom npower recently agreed to give a rebate of £2,548. He is a professional man who is well able to go through the time-consuming process and to afford the £96 fee he had to pay, but the process would have been a challenge for a more vulnerable customer. To add insult to injury, three months after the rebate was agreed, he still has not received his refund. What can be done to improve this unacceptable situation?