‘It was like banging my head against a brick wall’ – 90-year-old’s torment over faulty gas meter

For 90-year-old Albert Taylor getting the £1,000-plus British Gas owed to him – due to a faulty gas meter – was something akin to banging his head against a brick wall.

He went to three solicitors – all of whom said they didn’t deal with such complaints – over a nine-month period and made numerous calls to the utility giant’s customer services line.

In desperation, he and his stepdaughter Wendy Hibbert contacted the local democracy reporting service and within 24 hours, British Gas agreed to pay him the £1,089.49 they owed him, including a ‘goodwill gesture’.

“It was honestly like banging my head against a brick wall,” said the retired upholsterer and great-grandfather from Middleton.

Albert fed £1,074 into the defective pre-pay meter via the Post Office between 1 September and 25 October.

“It was costing me so much, I knew something was wrong,” continued Albert. “They finally admitted the meter was faulty, and I started trying to get my money back, but I couldn’t get them to pay me.

“I went to three solicitors’ firms locally, but as soon as I mentioned the words ‘British Gas’ they looked frightened to death and said they didn’t deal with such matters. I said, ‘hang on, I haven’t told you what the problem is yet’.

“Losing that money meant I was short of money over Christmas and I was unable to buy presents for my grandchildren and great-grandchildren.

“And the amount of running around I’ve had to do, going into the bank and the Post Office has really worn me out. It’s been very traumatic.

“All I can say is a huge thank you to the local democracy reporter for helping me out.”

It was Albert’s granddaughter, Zoe Brooks who had advised him to contact a reporter and within 24 hours of the media enquiry going into the British Gas press office, Albert was told he would be receiving a cheque.

She said: “I think it’s appalling that it takes an enquiry from the press to get back the money owed to a vulnerable old man. They should be ashamed of themselves.”

A spokesperson for British Gas said they had spoken to Wendy and a cheque had been sent to Albert. Today, he confirmed he had received it.

“Due to a mistake made by one of our advisors, Mr Taylor’s concerns weren’t escalated when he recently contacted us. For clarity, it would be misleading to say that British Gas were refusing to refund him, the problem was caused through advisor error.

“We appreciate it’s been difficult for Mr Taylor, we’ve spoken with his stepdaughter to say sorry, have reassured her that this has now been resolved, and confirmed that a refund plus a goodwill gesture is on its way.”

Nick Jackson, local democracy reporter