1 reviews | Active since Sept 2016
Repeated outages, no tracking and no ETA: STSS Prepaid Metering, Central Park
I am a tenant at Central Park, where STSS manages the prepaid electricity meters. I have now had two incidents that left me without power and affected my work.
Incident 1 (Nov 2025 to Jan 2026, ticket ***): My faulty meter was replaced. When I recharged afterwards I got no token, and STSS told me a call-out/meter replacement charge was outstanding. STSS holds only tenant contact details, so the owner was never contacted, and he confirmed this. The invoice was billed to my prepaid account, and I could not buy electricity until the owner paid. It took about three weeks and many follow-ups. A rating survey was sent while the issue was still open.
Incident 2 (7 Oct 2026): I lost power at 09:00 and called the 24-hour line. The agent said a call was logged at 11:11, which I now need proof of. When I followed up at 12:13, I was told there is no way to track when a technician will arrive and that another job would be attended first. I was advised to leave my key tag with security. I was also asked to approve a call-out fee and device replacement. When I asked if I would have no power without approving, the answer was yes. In the first incident, STSS said the owner had to approve such charges.
The problems I see are no owner contact on record, charges tied to access to electricity, no ticket tracking or ETA, and no case ownership. I have escalated to STSS management and the owner by email, and I am posting here so the issue is visible and gets resolved.
What I'm asking for: a named case owner, a technician ETA, the call log and recording, a written root cause for both device failures, and a process change so tenants are not left without power over billing authorisation.
We apologise for the disruption caused by today’s power outage and understand your frustration, particularly given the impact on your work.
Our records show that today’s call-out was logged at 11:10 am. Call-outs are allocated in the order received, subject to Technician availability. Your job has now been reassigned to another Technician, who is on the way and is expected to arrive within the next hour.
Regarding the earlier incident, our review of the ticket and transaction records shows that meter replacement charges were loaded to your prepaid account on 17 December 2025. When you reported difficulty purchasing electricity on 27 December, the call centre assisted with a replacement token within 30 minutes of your purchase attempt. With your assistance in contacting the rental agent, the replacement fees were settled on 15 January 2026, before your next purchase on 17 January 2026.
To clarify the approval process: STSS’s service agreement is with the Scheme, rather than individual property owners, and the meters are not owned by STSS. Our records contain resident contact details, but not individual owner contact details. We therefore request approval of any applicable costs from the resident before proceeding with a meter replacement. Where the resident is a tenant, this provides an opportunity to refer the proposed costs to their landlord or rental agent.
We take your complaint seriously and thank you for the opportunity to address your concerns and improve our service. Following our Technician’s visit today, we will provide feedback on the causes of both meter issues, based on the Technician’s findings and our review of the earlier incident.
We apologise for the disruption caused by today’s power outage and understand your frustration, particularly given the impact on your work.
Our records show that today’s call-out was logged at 11:10 am. Call-outs are allocated in the order received, subject to Technician availability. Your job has now been reassigned to another Technician, who is on the way and is expected to arrive within the next hour.
Regarding the earlier incident, our review of the ticket and transaction records shows that meter replacement charges were loaded to your prepaid account on 17 December 2025. When you reported difficulty purchasing electricity on 27 December, the call centre assisted with a replacement token within 30 minutes of your purchase attempt. With your assistance in contacting the rental agent, the replacement fees were settled on 15 January 2026, before your next purchase on 17 January 2026.
To clarify the approval process: STSS’s service agreement is with the Scheme, rather than individual property owners, and the meters are not owned by STSS. Our records contain resident contact details, but not individual owner contact details. We therefore request approval of any applicable costs from the resident before proceeding with a meter replacement. Where the resident is a tenant, this provides an opportunity to refer the proposed costs to their landlord or rental agent.
We take your complaint seriously and thank you for the opportunity to address your concerns and improve our service. Following our Technician’s visit today, we will provide feedback on the causes of both meter issues, based on the Technician’s findings and our review of the earlier incident.