Problem with Moving House, Previous Occupant Debt & Loss of FORMS GRRR

caitlynlomas

HI... I am new here! BUT I need all the help I can get...

I moved into my house in May 2009 where pre-payment meters for both Gas & Electric were/are provided for by Southern Electric.
I took all the meter readings etc, called to swap the names over (wasn't too fussed about changing companies or going onto monthly straight away, but wanted the name changed.)
When I called to do this, they said they could not do it on my word as there is substantial debt on the account from the previous occupant. So they would need ORIGINAL tenancy agreement, no copies and no other letters, proof of ID would be accepted. I informed them that this had been a mutual exchange and so could they accept the new exchange tenancy? Yes. I was told. I sent them off.

These were received but I was informed this would not be sufficient and I would need to get the ORIGINAL tenancy agreement for my previous address and then this would accommodate the new address exchange form (the one I sent in.) The housing trust CANNOT give me the ORIGINAL of the tenancy agreement from my previous house (I'd misplaced mine.) But could give me a copy. I called Southern Electric to tell them this and they said a note could be put o my account and they could accommodate it this time...

I sent this off. Astonishingly, it never arrived with them.

Another 8 weeks later (in the mean time I'd/I've been paying the previous occupants debt everytime I top up the cards) I managed to get another copy of tenancy from the council, which I sent recorded delivery. This one was received, before being contacted again to be told that the ORIGINAL Change of Address tenancy agreement was required... I informed them that they had this already, they said they could see it on the record it was sent, but apparently it was sent back to me (NO!!! NOT THIS MANY THINGS GET LOST.) So in effect they lost it. They said there was nothing more they could do regarding this then and put the phone down on me. I tried again to contact someone and on numerous occasions get sent through from one department to the next before the line being cut off as noone seems able or willing to help.

I've had a problem on two occasions with the pre-payment meter for electric and they have refused to talk to me or help to fix it as I was not their customer... and a Miss XXX XXXXXX would need to contact them. As it was a mutual exchange, I was able to get into contact with her and she called on both occasions regarding my problem with the meter AND regarding the fact she no longer lived there.

According to Southern Electric, it doesn't matter whose word it is - Mine, or Hers, no names and therefore no debts can be transferred until they have evidence (which they have lost)

I'm at my wits end with it now, it's costing me approximately £30 per month to pay someone elses debt, be treated like rubbish on the telephone before being cut off (and I am not rude in the slightest, I used to work in a call centre and know how horrid it is, so maintain a firm but pleasant tone.) Ignored via Email and via Post ... as well as the money it costs to make phone calls for nothing. I have a young child who has Autism and my time is already very limited...

I've thought about changing companies, but would I be able to do this with someone elses debt on this account???

Any help, guidance appreciated.

Thanks, sorry for a long post.

SwanJon

I'd write, including dates, and as much information as you can remember.
Give the forwarding address of the old tenant, so they can deal with her directly.
Advise them that they have 8 weeks to resolve this to your full satisfaction (including paying you back the overpayments, if you want to change meters now might be the time to ask) before you take this to the Energy Ombudsman.

This should be a matter of 5 minutes (on the system) to fix, once they have the right encouragement.

You can also use recorded post so you can prove they recieve it, and include the cost in the reimbrsement.

You could switch supplier if you were the new tenant, but as you have now live there 10 months or so, it might not work.

spiro

As the housing trust will have been informed of the exchange can't you get them to provide a letter stating that you lived at address x befrom n until May 2009 and that you now live at address y and likewise for the person you swapped with? If it comes from the housing trust this should provide enough evidence.

dogshome

Hi caitlynlomas - As you have found, the staff on S/Electrics Customer Service Desk have limited scope for action, and particularly in a Debt situation are difficult to move from thier standard script of : GIVE US OUR MONEY

You really need to escalate this problem up to the level an official complaint - By doing this
the problem has to be looked at and resolved on a fixed time scale
Write to SE, heading the letter Complaint - Just like that in bold - Listing the history of the calls you have made and the documents you have supplied
All the best

Thither

I am interested in this topic, as I'm about to move into a flat that has a key pre-payment meter for electricity.

But, what I don't understand is, if the electricity is pre-paid - as implied by the name - how is it possible to run up a debt to the supplier?? :think:

I've never used this system of payment before (as you can tell) and don't understand why a new user must tell the supplier of the change. Surely the person who pays for the key to be topped up simply inserts it in the meter?

Can someone clarify this for me please? Thank you!

KimYeovil

The electricity is not prepaid per se. You are just paying money to an account. The tariffs on the meter are not updated immediately when there is a price change - there may be weeks or months until someone turns up (or catches you in).

There may be debt from the previous tenant (not associated with the changes of tariff above - just a regular debt that prompted the removal of the credit meter in the first place) - you need to reset the keys or get your own to ensure that you are not paying off someone else's debt.

Thither

Thank you, KimYeovil, for the explanation. It sounds to me like a very dodgy way of paying for electricity!

How do I find out if there is a debt on the key? By phoning the supplier & asking, and will they tell me?

tripled

Thither wrote: »

Thank you, KimYeovil, for the explanation. It sounds to me like a very dodgy way of paying for electricity!

How do I find out if there is a debt on the key? By phoning the supplier & asking, and will they tell me?

It should tell you on the meter.

Mankysteve

Thither wrote: »

But, what I don't understand is, if the electricity is pre-paid - as implied by the name - how is it possible to run up a debt to the supplier?? :think:

A large run of debt will not have anything to do with a change in tariff.Whats happened here is that the previous tennet has run up a huge debt on a credit meter and refused to pay.So a pre payment has been installed to recover the debt. All modern meter update there tarffis very quickly meant to within 3 top ups. As the other poster said write in recoreded deliver to the company include a copy of your ta and house exchange thingy as well.