British Gas has offered a response to Commons leader Penny Morduant’s fiery comments about the energy supplier in today’s parliamentary question time.
Morduant stated that Centrica-owned British Gas "damn well should" sort out the "completely nuts" situation whereby British Gas only supplies a 12-month warranty on smart meter monitors, after which customers must access their data online.
Her comments were in response to Tory MP Mark Fletcher, who explained to Commons that “customers cannot even pay to have a new monitor installed" if it breaks after the warranty period.
“British Gas claim this isn't a problem because people can access this data online or via a smartphone. However, as we know, many of our constituents are unable to use a computer or don't have a computer or indeed do not have a smartphone,” said Fletcher.
Morduant called it an “insane situation” and urged British Gas to rethink its policy, adding that she’s willing to implement further legislation if pushed.
“I sincerely hope that won't be necessary,” said stated, while urging the supplier to “really think about the service that they are giving to their customers and particularly those who have mobility issues".
In the past few hours, a British Gas spokesperson has responded: “In the unlikely event of a smart energy monitor breaking after the warranty ends, we will provide replacements to some customers - such as vulnerable customers without internet access.”
The spokesperson added: “We are also trialling a scheme where customers can purchase new smart energy monitors and aim to have this in place later this year.”
The back and forth follows a bout of bad press for British Gas’ parent company Centrica, in light of a report from The Times highlighting that one of Centrica’s sub-contractors had been breaking into vulnerable customers' homes to install prepayment meters.