EDF Supplier change without tenant or landlord authoriastion

cathy2907

Hi, I wonder if someone can advise of help please.
I became a landlord last year for the first time ever as I was unable to sell my house and undertook all the responsible checks I needed to. When I left my property I was with Scottish power and called them to advise the new tenant’s name.

In about Feb, the tenant received a bill from Scottish Power for Gas/Electric usage for which she paid correctly.(Turns out this was for usage in December only) However in July she came home from collage to find a disconnection notice on the door mat in my name. It was from EDF. She called the number and they took all her details and demanded a bill payment for a red bill of £380.00 for both electrics and gas. As the bill had not been paid it was now in the red and classed as a being recovered through the courts.
Being of eastern European origin she struggled to understand fully, and then when my tenancy came up for renewal she no longer wished to continue due to the expense of the bills. (It was more expensive than mine)
I probed a bit more and agreed to reduce the rent slightly to help her afford to stay and give me the advantage of not having to source another tenant, as she had been 100* reliable prompt and kept the house very well.
I found out what had happened and asked her when she changed the supply over to which she said she never had. I wasn't sure so I looked into it myself, and to cut an even longer story shorter I discovered this:

EDF changed over the supply in Dec 09. (The Scottish power bill was for the period it took for the change to happen)
Apparently it was changed online, in the name of a person called Carla Austin. This is not me or the tenant’s name.

Bills were coming to the house in this name, but were not opened and disregarded as it was not here, and as they did not have my name on were not held for me.

As no bill had been paid they issued a disconnection notice in my name? then once a disconnection notice was hand delivered in red writing she called them out of concern (this was not in an envelope) she was then threatened with court action, but they refused to allow her to repay in instalments for the gas, (they did for the electrics) they say she has to have a meter fitted which I am opposed to.
I called them and they are adamant it was changed over. I have now asked them to prove to me who authorised the change, who verified it was at that property and how this has happened that the details have been changed without the bill payer’s authorisation.

All they have come back to me is with the fact it was changed and they would be willing to hand it back to Scottish power as if it had never happened last year. But I don't then understand how this would affect the outstanding bill she cannot afford in full.

Please can anyone offer any advise, or suggestions what I do, or tell the tenant to do. I don't understand my rights around the supply changes. She knows she used gas, and was waiting for the bill, but it’s more than she has saved and is now stuck in a situation. I am happy to tell her it’s her issue, but first want to know the right thing as she’s not in a situation to fully understand and I do not want to lose a good tenant.

The tenant is a single mum on full housing and child benefits. I must reiterate at not time did she or myself request or agree to this change of suppliers. I do not want a meter installed on the property as I have lived there for 21 years and do not want problems in the future because of EDFs actions in allowing this mistake, or to have the power changed over.

Any help please? Any ideas on how to approach EDF now, or if I should allow the transition back to Scottish power?

Kind thanks,
Cathy

dogshome

Hi cathy2907 - It seems as though the Elec & Gas supplies to your rented-out house have been subject to an Erroneous Transfer, and the fact that EDF are willing to restore the situation to a point where the transfer never took place confirms this.

In these situations the 'new' supplier returns all monies paid to the customer, and the 'old' supplier bills for all the Power/Gas used during the period the 'new' supplier mistakenly thought it was their account.
However, it's important that you get pro-active by WRITING a joint letter to both of the suppliers complaining of the Erroneous Transfer - One problem here is that Scot. Power have your tenant registered as the customer, not you. Overcome this by making it a joint letter signed by you and the tenant.

Eventually EDF will cancel this Gas bill and return the cash paid for the Elec, and Scot. Power will then bill for the same consumptions - One thing to watch for is that Scot. Power still allow any *discounts that the tenant had, on this re-issued billing, COMPLAIN if they don't
*When you transferred the responsibility for SP's billing from you to the tenant they would have not put the account on the same tariff as you, but as a 'new' customer put her onto an expensive Standard tariff - If she has not changed this, perhaps you could offer some help in doing so

Premier_2

cathy2907 wrote: »

...As no bill had been paid they issued a disconnection notice in my name? ...

Hi cathy2907.

I do wonder how EDF managed to get your name.
You say you were previously supplied by Scottish power, and that the account was transferred to your tenant. The tenant received a bill from SP in their own name.
Then someone (neither you nor the account holder) arranged tour supply to be switched, and the supplier that it was switched to knew your name???

Does seem rather suspect. Either EDF were advised of your name, or have a better source than most for cystal balls...

davidgmmafan

It sounds to me pretty clear cut EDF took the supply in error, perhaps there is a similar address or someone just gave the wrong post code etc. It doesn't matter, they are going to transfer the supply back as if it never left and refund and payments. There WILL be a bill due to the previous supplier for the period, looking at the tariff as suggested may help with this.

Mankysteve

Or this random lady was after the cash back money. It does happen.

cathy2907

Thank you for your replies. We have arranged for it to go back.

Are there any template letters to use for the complaint I need to write?

Thanks again.

Scottish_Power

Hi cathy2907

Sorry to hear about your situation. This matter can be easily rectified once we have all the relevant information. I can correct this for you or you can follow our complaints escalation procedure by clicking on the link below:

http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints.aspx

Kind Regards

Colin @ ScottishPower

cathy2907

Yes Please can you help me. What do you need me to provide to help you help me and the tenant in my house. This is taking up too much time and effort to resolve for a problem which should never have been able to happen in the first place. I look forward to your reply. Thanks, Cathy