Add your feedback on energy supplier Flow

Hengus wrote: »

Thank you. If that is the case, then perhaps your website and PCWs should make it clear that all Flow billing will be based on estimates and not actual meter readings provided by the consumer. I will not be considering Flow Energy as my next supplier as billing based on actual meter readings is important to me.

Edit:

This has just been posted by another supplier's CS staff on another energy forum:

Quote:Your latest gas read is now visible in XXXX

There is a bit of a delay in these readings appearing as we have to get each read checked over to ensure it makes sense. This is because since Project Nexus, the gas industry upgrade, these meter readings now directly feed into the industry estimate of usage at your property.

We want to make sure your estimate is not being thrown off by an abnormally high read and so we send the reading off to compare it with the historical readings from the property to double check it's OK and then when we hear back it'll appear. This process usually only takes 1-2 days and so we're sorry that there was such a delay to your reading. Unquote

Fleurly wrote: »

I agree with previous posts that Flow are not good at answering specific questions. I had to exchange several emails with them to get an answer to a query about why my meter reads and their dates are not shown correctly. It transpires they've never validated my Gas readings but have also never contacted me to tell me there was a problem!
I have been remiss as not checked statements so didn't see "E" for estimated every time or would have asked earlier. The few readings that have gone through, the statement still has a final "E" figure - don't know why.
Last September, I stayed with them as didn't realise there was a problem, now I have experienced their customer service, I'm not so happy.
I no longer have any confidence in their processes and yesterday I said that I would look into leaving and would expect them to waive the exit fee because of the problems - I wait to hear their response.
In the meantime, I have looked at Forums on suppliers offering lower tariffs and can see that there are a lot of problems out there! Don't know what to do for the best as don't really want to deal with a whole lot of fresh problems, if switch to another incompetent bunch - maybe out of frying pan into fire.
On a side issue - how are Flow scoring highly in a Which survey? This was proudly announced in a newsletter - came 2nd apparently - I found the MSE survey more believable where they have dropped down the ratings.

Fleurly wrote: »

I agree with previous posts that Flow are not good at answering specific questions. I had to exchange several emails with them to get an answer to a query about why my meter reads and their dates are not shown correctly. It transpires they've never validated my Gas readings but have also never contacted me to tell me there was a problem!
I have been remiss as not checked statements so didn't see "E" for estimated every time or would have asked earlier. The few readings that have gone through, the statement still has a final "E" figure - don't know why.
Last September, I stayed with them as didn't realise there was a problem, now I have experienced their customer service, I'm not so happy.
I no longer have any confidence in their processes and yesterday I said that I would look into leaving and would expect them to waive the exit fee because of the problems - I wait to hear their response.
In the meantime, I have looked at Forums on suppliers offering lower tariffs and can see that there are a lot of problems out there! Don't know what to do for the best as don't really want to deal with a whole lot of fresh problems, if switch to another incompetent bunch - maybe out of frying pan into fire.
On a side issue - how are Flow scoring highly in a Which survey? This was proudly announced in a newsletter - came 2nd apparently - I found the MSE survey more believable where they have dropped down the ratings.