An ombudsman case has been fast-tracked after an electric supplier unlawfully broke into a home by drilling through the lock on the door.
Esther Harvey, of Winchester Street in Acton, said about six months ago Scottish and Southern Energy (SSE) started frequently posting angry letters through the shared letterbox of her block of four studio flats addressed to a ‘Mr Unknown’.
The Mr Unknown was apparently not paying bills and lived in one of the four bedsits, although Miss Harvey says this is not true.
Miss Harvey, 36, decided to deal with it despite the fact she said she was actually paying too much each month and has a big credit balance.
She said: “I took a photo of my meter including the serial number to show it did not match the delinquent account meter and emailed it to a manager at SSE.
“More letters came, most recently in August, and these were ‘we’re sending the lads’ type of letters.
“I rang SSE again, repeated the saga and was assured that notes were on both my and the delinquent account to say I am nothing to do with this meter.”
However, on October 15 Miss Harvey returned from work and felt someone had been inside. As her TV and tablet were still there she put it down to paranoia.
Two days later (October 17) a neighbour pointed out a mark on her door. The neighbour told her that while she was at work on Wednesday two male SSE workers drilled through the lock to gain entry into the flat.
When they got in and looked at the meter, they realised it was not the one they were looking for.
Miss Harvey phoned SSE on October 18 and told a female worker the story, who allegedly confirmed it was the truth and said it was an ‘unacceptable’ act by the warrant team.
Miss Harvey, who works in the charity sector, said: “I can’t sleep now as I’m frightened my house is not safe. I have anxiety and depression that I’m on medication for.
“I have lodged a formal complaint against SSE for unlawful entry and reported the incident to the police.”
A spokesperson for SSE said: “SSE has dealt with Ms Harvey’s concerns as per our complaint handling and escalation policy.
“As part of the complaint resolution we offered to replace all the locks in her property and offered her a goodwill gesture payment of £500. Both were rejected by Ms Harvey who wanted compensation for further rental, hotel and new property costs which we were unable to agree to.
“SSE feels it has made a fair offer having completed the usual complaint handling procedures.”
Miss Harvey said: “They want to give me £500 but I said no. I had to take a week off work and have had to move. It’s freaked me out.
“What I want is a proper explanation of why it’s happened.”
Miss Harvey is in the process of moving to Isleworth and has switched energy providers for her Acton flat on ‘moral principle’.
If she gets a payout she intends to donate money to the Trussell Trust and Ealing Churches Winter Night Shelter where she volunteers.
