Energy firms' compensation split

By SIMON FLUENDY FOR MAILONLINE
Updated:

 

Two power companies have broken ranks with the industry, extending compensation payments for missed appointments far beyond legal requirements.

Scottish and Southern Electricity and Powergen, like all power groups, must pay £20 to customers if they miss meter readings or replacement appointments, but only in their 'home' territories.

But the two have extended the principle to customers across the country, putting pressure on rivals to follow suit. The move by the firms comes against growing pressure for a change to the decade-old rules for customer service among power firms.

Susan Kramer MP, Liberal Democrat spokeswoman for consumer affairs, said that the situation was confusing.

'You can have next-door neighbours where one is paid for a missed appointment but the other misses out because they have switched providers,' she said. 'At the very least there should be a simple and clear system.'

Kramer is concerned that the Government plans to get rid of energywatch, the consumers' champion, as part of its Estate Agents and Consumer Redress Bill, going through Parliament.

'The replacement will not be an advocate for customers, just a source of information on how to complain,' she said.

SSE said it tried to make appointments to suit customers and took mobile phone numbers so householders awaiting a visit could be warned when the reader was on his way.

A spokeswoman said. 'We think we have very high standards as far as missing appointments go, but we would compensate any customer who was put out because a planned visit did not happen.'

Powergen also said that it would not discriminate against customers from outside its home area of the Midlands. The compensation rules do not currently apply to British Gas.

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