Utility Week

Customers 24 | 22ND - 28TH MARCH 2019 | UTILITY WEEK Citizens Advice has been accused by energy supplier Pure Planet of using "arcane and potentially flawed methods" to calculate star ratings for energy companies. Ranked fourth from bottom in the Citizens Advice ratings, Pure Planet scored zero for ease of contact because it does not offer customers a telephone number. The app-based energy sup- plier argues it offers 24-hour care ENERGY Pure Planet accuses Citizens Advice of 'arcane' rating methodology through a chatbot and that it calls customers "when needed". Steven Day, co-founder of Pure Planet, said: "Citizens Advice is using arcane and potentially flawed methods to calculate ratings for energy companies. Being an app-based supplier is inherently different from traditional energy services providers. But this does not mean that an app cannot and does not offer high standards of customer service." Gillian Guy, chief executive of Citizens Advice, said: "While the market is changing and an app- only model will work well for many people, the lack of a phone line puts customers at risk. Energy is an essential service; when things go wrong, the first thing many people will want to do is pick up the phone." This week SMETS1 rollout goes on past cut-off date Suppliers continuing to install SMETS1 smart meters long after deadline has passed A number of big six energy com- panies are continuing to install first-generation (SMETS1) smart meters, despite the deadline for such installations having passed last year. British Gas, SSE, Eon, Npower and EDF all said that they will go on installing SMETS1 devices even though the cut-off date for their installation was 5 December 2018. A 15 March deadline for prepayment meter instal- lations has also now passed, and suppliers will not be able to count SMETS1 meter installations a–er those two dates towards their smart meter rollout obligations. Companies have cited problems connecting to the Data Communications Company's network in Scot- land and Northern England for their inability to install SMETS2 meters. An EDF spokesperson said: "Ongoing technical restrictions outside of our control mean that suppliers are still not able to install SMETS2 in some properties. In limited circumstances, we may continue to offer first- generation meters so that these customers can still enjoy the benefits of a smart meter, sooner." SSE, Eon, Npower and British Gas all said much the same: their engineers were installing second-generation devices wherever possible but SMETS1 meters where that wasn't possible. Robert Cheesewright, director of corporate affairs at Smart Energy GB, the company responsible for promoting the rollout, said: "Currently there are some challenges with second-generation meter availability, but they will be resolved soon. Customers with first- generation meters will receive an upgrade to restore full switching functionality." AJ ENERGY ENW back up after Storm Gareth Network operator Electricity North West (ENW) has said power has been restored to more than 6,000 customers in the wake of Storm Gareth. ENW said it was working to restore power by 13 March to the final 653 customers affected. Storm Gareth hit the north west on Tuesday 12 March and was followed by heavy winds batter- ing the region. ENW said it "proactively contacted" 23,000 customers on its priority services register and handled more than 10,000 calls from its customers. "Our engineers have battled some atrocious weather condi- tions," said ENW incident man- ager Samantha Loukes, "and I'm really proud we've been able to restore power to more than 6,000 properties since Storm Gareth first battered our region." ENERGY SSE SoLR for Brilliant Energy Ofgem has appointed big six supplier SSE as supplier of last resort (SoLR) to take on the 17,000 customers of failed sup- plier Brilliant Energy. Brilliant, which also supplied customers under a white label agreement with Northumbria Energy, became the third sup- plier in 2019 to cease trading. SSE is offering customers of Brilliant and those under the white label agreement a "competitive tariff " a–er the completion of the switchover on 15 March. Stephen Forbes, chief com- mercial officer at SSE, said: "We would like to reassure any customers concerned about their energy supply that there will be no interruptions to their service. "We will be in touch with Brilliant Energy customers as soon as possible to welcome them to SSE and make them aware of all the options and benefits available to them as SSE customers." Philippa Pickford, Ofgem's director for future retail markets, said: "I am pleased to announce we have appointed SSE, which will offer Brilliant Energy's customers a competitive tariff for their energy. Their credit bal- ances will be honoured and their energy supply will continue as normal. Once the transfer has been completed, customers can shop around for a better deal if they wish." Brilliant ceased trading days a–er it was revealed to be in credit default. Other suppliers that have collapsed this year include Economy Energy, which was also in credit default prior to market exit, and Our Power. Last year Brilliant Energy was named as one of 14 suppli- ers that had failed to meet its £77,000 renewables obligation payment by the late payment deadline of 31 October. It subsequently made it "in full very shortly a–er the deadline", according to Ofgem. SMETS1 smart meters are still being installed Ofgem said suppliers offering online-only contact need to ensure they provide "adequate levels of protection for custom- ers in all circumstances, includ- ing where very short response times are needed because of the urgency of the issue. There are specific obligations for suppliers to offer contact via telephone as part of their complaints han- dling procedures."

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