Someone is trying to take our gas supply!

jimbugalee

We bought our house back in May 2009 from a housing association. It was bought outright and not nothing to do with them.

We've discovered they've taken our gas supply and have transferred it to a business acccount with Southern Electric (we were with Scottish Power).

It is now proving really difficult for us to get the supply back!

We have to prove to Southern Electric we own the property and then the supply will move from their business accounts to a residential one. We will then have to put in a request to move back to Scottish Power.

In the meantime we aren't paying our gas (yipee but not really legal!) and if we do eventually start paying it with Southern Electric, who knows what tariff we'll be on.

We didn't request this so in effect someone is illegally stealing our gas supply?!

Any advice appreciated.

Gemma

Premier_2

Is the property supplied by it's own meter?

When you purchased the property, did you register with the existing supplier and set up an account with them? Was that a domestic, residential supply contract?

If so, they shouldn't have done anything to your supply (e.g. agree to a new supplier) without your agreement. Even if the HA mistakenly changed over all the meters they control to a new supplier (and accidently forgeot they no longer controlled yours) the supplier should have written to you with a 'sorry you are leaving us' type letter, which would have allowed you to stop the switch.

Anyway, check out the Erroneous Transfer Customer Charter

jimbugalee

Yes, the property is supplied by it's own meter. When we purchase the property we phone the original supplier and registered with them (that was also difficult as it was previously on a business tariff and we had to explain we were residential). Once that had been sorted we moved to our current supplier, Scottish Power.

We had a letter from Scottish Power back in December saying 'sorry you are leaving'. I called them an they said they put through a rejection to the transfer and it should all go through ok and it will be as if we never left. It was only by chance I called them this morning to submit a meter reading and they said we weren't with them anymore. We hadn't recieved a letter from Southern Electric because it would go direct to the HA.

I've spoken to Consumer Direct and they said unfortunately the Erroneous Transfer Customer Charter doesn't apply as it involves a business who have signed a valid contract with Southern Electric.

They suggested we provide the information to Southern Electric to prove we own the property so that they can transfer us onto a residential tariff. Once that happens the Erroneous Transfer Customer Charter will come into affect and they should transfer us back to Scottish Power as if we never left. They advised not to pay any bills from Southern Electric.

I think I've covered all bases. I just need to phone back Scottish Power and check they won't stop our DD payment (we have our electricity with them too) because we don't want to get behind.

I'm mainly annoyed because in the meantime I can't submit any meter readings to see how much gas or electricity we're using. Also - can't believe this can be done without our say so but can see how it's happened.

We can complain to the HA but what would really come of it? Probably not much....

Premier_2

jimbugalee wrote: »

...I've spoken to Consumer Direct and they said unfortunately the Erroneous Transfer Customer Charter doesn't apply as it involves a business who have signed a valid contract with Southern Electric...

I disagree (No surprise there based on previous experience of Consumer Direct)

You were on a residential tariff.
Which business signed a valid contract with Southern Electric?
(a) it doesn't sound like it was a valid contract since it involved a meter supplying your property and to which you had already set up an account and (b) even if it was a valid contract, it would be between the business and Southern Electric ... so not your bill! :beer:

Go to Scottish Power and register an Erroneous Transfer. You'll probably get more sense out of them as they will stand to gain by such application.

jimbugalee

The HA (a business) signed the valid contract with Southern Electric.

Scottish Power put in a Erroneous Transfer request but it was rejected because of this contract.

I guess Southern Electric would assume that the HA own our house (they don't!) so to them it would seem like a valid request and therefore a valid contract. To Scottish Power it would also seem the same as they cannot dispute if there is a valid contract in place.

No one seems to see that WE own the house!!

jimbugalee

The HA soon got their !!!!!$ into gear when I told them they were currently payign for our gas!

Premier_2

jimbugalee wrote: »

...I guess Southern Electric would assume that the HA own our house (they don't!) so to them it would seem like a valid request and therefore a valid contract. To Scottish Power it would also seem the same as they cannot dispute if there is a valid contract in place.

No one seems to see that WE own the house!!

I thought you said you already had an account set up with SP (before SSE took the supply away)

It doesn't matter who owns the property; it all depends on who is the current account holder at the time a transfer request is made.

e.g. if a LL owns a property and lets it to tenants, the tenants can change supplier. The LL can't switch the supplier until he takes over the account again (which may be by way of proving a tenancy has terminated if the tenants don't otherwise end the supply contract themselves)


Try the SP complaints procedure if they wont accept it was an erroneous transfer
http://www.scottishpower.co.uk/Home_Energy/Customer_Services/Making_a_complaint/
reminding them of the valid contract between yourself and themselves at the time of the erroneous transfer.

jimbugalee

Premier wrote: »

I thought you said you already had an account set up with SP (before SSE took the supply away)

Yes we still have an account with SP as our electricity is also supplied through them. It just now looks like (to them) that they don't supply out gas.

Thanks Premier that is helpful info re complaints. I hope that someone will get back to me today re this and get it sorted.