Gas Companies Incompetence

GrainneG

I moved into my flat in South London in September 2008. It is a basement flat, and the previous tenant told me that until relatively recently the business above and her flat shared a gas meter, but that it had been separated. I carried on her account with EON, but in my name. In the meantime, the business above vacated the premises, and I thought someone would come to read the gas meter. They did - in May 2009. There was still some confusion from the gas company as to which meter was mine - but they checked it out, and the upshot was that EON said they would waive the bill up until May 2009, and start my account afresh. Then in July 2009 a business moved in upstairs, and I got a phonecall from EON asking me was I moving and should my account be closed. I told them under no circumstances to close the account at that time, and in the meantime, I got a couple of bills from them - which I paid - the last was in August 2009.

I came home in the middle of the day today (1st Feb) to find someone reading the gas meter. I assumed it was EON - but when I spoke to the representative (he had a badge) it was someone from EDF. He told me that EON had never had possession of the meter - It was always an EDF meter. I told him that I had it as an EON meter, passed over from the previous tenant. EDF are now saying they will bill me - from September 2008. I do not have the money for this at all - and quite frankly, it has taken them from September 2008 (and before in fact) to check this out - why should I believe them at all? In the meantime, despite telling them NOT to, I found out when I phoned EON today to query them, that they closed my account in July.

I really need help and advice on this - quite frankly, with all the bungling that has gone on, I do not feel like leaving this up to these guys - and I do believe that if it has taken them THIS long to put 2 and 2 together, then EDF should also do the decent thing, and waive my bill. I know there are representatives on this forum that will say this will not happen - but please take your corporate hats off for a few moments, and put yourself in my position. At the very least, I would like someone to independently check out who my meter ACTUALLY belongs to - apparently there is a National Database to do that? Can anyone advise me on this?

I've spoken with someone from EDF and EON separately, and am going to see what both come back with. This is my first time renting on my own in the UK - and I cannot BELIEVE the levels of incompetence in theses companies, and I also do not want to get screwed over by either. Please advise! Many thanks x

Cardew

The wrong meter allocated to a flat is quite a common problem. However why is it the fault of the Utility company?

They bill the consumption on the meter, and they are told which meter belongs to which flat by the Developer/landlord/tenant.

If the utility company are at fault for not raising a bill, they can only go back 12 months.

How much have you paid EON since September 2008?

GrainneG

Thanks for telling me that Cardew, especially about only going to be able to go back 12 months. EON waived the payment between September 2008-May 2009, and after that I paid them something like £20 up until the end of July. I didn't find out until today that they had closed my account in July 2009, although I told them not to when they phoned me in July - they phoned me because the way the gas meters were set up previous to my occupancy has apparently been confusing them. However - when EON set me up originally I quoted them the meter serial number, and had the landlord take photos of the three meters outside the property and showed their representative that when he came to check the meter in May. We also tested the gas, so he could see where the meter was - and the shop above the flat, and the other flat in the property were both unoccupied at that time, so there shouldn't have been any room for error.

Also - the first I have heard of EDF having ANY ownership over this meter is today!! Now keep in mind I have lived here since September 2008 - the previous occupant was there for two years previous to that - and she believed that EON was her supplier also - as far as I was concerned when I moved in, I was taking over the account from her more or less directly. Would YOU not want this checked out independently, especially when representatives have come from two different gas companies, both claiming that they have ownership of this meter - and yet when I questioned them on the bill-paying aspect of this, EDF's response was that I would have to sort this out with EON for data protection reasons. Well, I am sorry, but this is down to their incompetence in the first place - and I am not taking for granted anything they are saying to me. If you have any suggestions on how to take this further, or of independent bodies who can check this out for me, then that would be great. But I have been as helpful as I can in the first place, and as far as I was concerned up until today, I had an account with EON which was up to date. This is my first time renting on my own in the UK, and it should be more straightforward than this. In fact, I believed it was. But this just raises the incompetence of various service industries in the UK to a whole new level in my eyes. Excuse the anger - but it also took me a year to get a phone line installed by Virgin, and then only when I threatened to leave them - and I will not be bullied into joining a gas company that I had no knowledge of prior to today. Even if the meter is owned by EDF, can I move to another gas company? Would I have to get a different meter if (for instance) I moved to British Gas? I just really think this is the most ridiculous situation!

Fire_Fox

You have lived in a property for eighteen months and paid £20? Surely you knew something was not right long before the present debacle. Have you sent any recorded delivery letters so you have a paper trail of your efforts to sort the problem out?

E.ON_Company_Representative:_Helena

Hi GrainneG,

I think the first thing to do is to call a company called Xoserve on 0870 608 1524, they will be able to tell you who supplies the gas to your property.

They will ask for your meter serial number and full address, so have these handy.

From your post, it does sound like E.ON were the supplier and now EDF have taken over this, as you say you did not agree to this, we would call it an Erroneous Transfer (this is something to look in to once you know who now supplies and is billing you).

Nearly all gas meters are actually owned by National Grid, not individual suppliers.

Let me know what E.ON and EDF say when they come back to you.

Helena

GrainneG

Thanks for that Helena - I remember you advised me before. With regard to the meter - EDF are claiming that they OWN it, so it is good to know that I can check it out independently. As I say, I had no idea till yesterday that EON had actually closed my account - and in fact, I thought that the EDF guy was the EON representative come to check my gas meter.

With regard to the comment someone made earlier - this is my first property renting on my own in the UK. I was very lucky in that EON waived the bill from September 2008-May 2009 - their decision, not mine. I don't have a paper trail unfortunately - but it has shown up on their records that I have paid up to date, so that is something that should stand up, I hope. Should I ask for them to send me out a receipt or something? I paid by cheque.

E.ON_Company_Representative:_Helena

Hi GrainneG, yes I did reply to your other post back in March

Just a quick question, when you actually called EDF did they say that they do now supply your property? or has this just come from the EDF meter reader?

Like I say, let me know when you get your responses.

Helena

GrainneG

Hi Helena - did what you said, called the National Grid - they said they had no record of anyone supplying my property - however, phoned Ofgem and they said it was EDF - since 2005!! However as I said I know the previous tenant was with EON. Ofgem told me to make an official complaint to both EON and EDF, which I am in the process of doing. Guy at EDF has just let slip that apparently EDF has only supplied my property since 11/11/09, though they were claiming ownership on the meter. That would make a bit more sense as the bill I have paid to EON was in August - probably just before they mistakenly closed my account (though how a mistake like that can be made I have no idea, especially when I explicitly said not to). Does any of this make any sense to you, or is there any light you can shed? Or anyone else for that matter? Am feeling like a bit of a gas detective!

E.ON_Company_Representative:_Helena

Hi GrainneG,

It may be that the gas meter is an IGT (independent gas transporter) this means it is not owned by National Grid and would explain why they don't have details of your supplier.

You can check this by calling Envoy on 0871 225 0123 and ask who has supplied the property over the last few years.

From what EDF have said, it does sound like we supplied you, then the supply was taken by EDF, who are now billing you.

Do E.ON also confirm that the supply has gone to EDF.

If this is the case, you can request to be supplied by who you prefer, by going through the normal change of supply process.

Helena