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Octopus Energy admits 'dropping the ball' after woman left without hot water for over a year
11.08.2023 - 06:41 / manchestereveningnews.co.uk
The founder of an energy company has admitted they 'dropped the ball' after a Manchester resident was left without hot water for over a year.
Gorton MP Afzal Khan took to Twitter to raise the case of a constituent who he said had been without hot water for 375 days due to an issue with her meter.
The Manchester Evening News has been told an issue when the woman's meter was installed meant she would have had to set her water to heat manually, which she is believed to have been unaware of. She has now been given compensation.
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In a tweet, Mr Khan hit out at Octopus Energy for failing to respond to several messages he had sent to them about it.
"It's frustrating when organisations don't get back to MPs. I've written to @OctopusEnergy, and @g__j (the company's founder Greg Jackson) directly, several times about issues with a constituent's meter that has left her without hot water for 375 days. Can we sort this please?!" he said in a tweet on Monday. No further details about her were revealed.
Mr Jackson immediately responded saying: "I’m sorry Afzal. I can see we’ve dropped the ball here. I’m overseas at the moment but have asked the team to (a) help your constituent, (b) update you and (c) let me know what’s happened so it doesn’t happen again."
He later added: "Apologies again but hopefully on way to being sorted. There’s no excuse but we’ve got to bottom of how it slipped and will update you properly soon."
The company has since put the failure to respond down to 'human error.' And they said engineers were in the process of arranging a technical fix to her meter and heating the system. They say the woman was a Bulb customer before Octopus
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