A non-indigenous administratively-inept friend who buys electricity from The Utility Warehouse (TUW) has at present a single white electricity meter which is fed with pseudo-money by inserting a blue key. Apparently that system charges about 16p/kWh, 24 hours per day.

Two or three months ago, we asked TUW by letter for the metering to be changed to Economy 7, which is expected to reduce the rate to about 6p/kWh from about 00:30 GMT to 07:30 GMT. We sent a reminder letter to TUW a month ago.

But nothing has yet happened, apart from TUW paying in the deposit cheque.

My friend has, or can find, no little TUW booklet or similar about service response times; I have an EDF booklet, but it does not cover the case.

What response time should we expect / are we entitled to - by reference to any or all of TUW's material, that of another supplier, or Ofgem etc.?

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SL