A MOTHER of three young children is to receive an apology and compensation from British Gas after the family was left without electricity for 33 hours. Melanie Driver, 29, said the delay in responding after she reported a problem with her electricity key meter meant the family was without lighting, heating and hot water. Food stored in two freezers was also lost because of the lack of power.

Mrs Driver, from East Malling, whose children are aged three, six and nine, first telephoned her electricity supplier at 8am on Wednesday, September 19, after she discovered the problem. But she was told an engineer would not be sent out until she was actually without electricity. When she telephoned British Gas again at 2pm reporting she was without electricity she was told that an engineer with Seeboard, which owns the meter, would be sent.

Mrs Driver, a single parent, said she telephoned five more times before finally being told on the Thursday at 4pm that an engineer would be sent. But it was not until 11.40pm that an engineer finally arrived.

She said: "It wasn't a very nice experience for me and my children. Nothing at the time seemed to be getting done."

The agreement between British Gas and Seeboard, which is approved by the industry regulator, permits a period of up to 24 hours without electricity before customers are entitled to compensation.

British Gas spokeswoman Wendy Sawyer said the company wished to apologise to Mrs Drive and would be crediting her account by way of compensation. Mrs Sawyer said: "It is our fault. The person who received the telephone call didn't request that Seeboard be called out in the correct way."

Mrs Sawyer added that the company was making sure the person who made the mistake was fully aware of the procedures so it did not happen again.