First Utility are the Worst Utility

Terrylw1

aelitaman wrote: »

That is very interesting advice I will phone them tomorrow with that info.

This was the change Ofgem were introducing. It was implemented earlier this year.

http://www.ofgem.gov.uk/Markets/RetMkts/ensuppro/Documents1/Application%20of%20proposed%20licence%20condition%20on%20Domestic%20Customer%20transfer%20blocking.pdf

hippey

Terrylw1 wrote: »

Not sure about the issue over the wrong type of meters. Smart metering can be fitted to 1 rate, E7 & prepayment. It's all still being trialled so if you had an unusual set up like 3 or more rates of metering, you might need a different type. That would have been known before they came out.

However, if they agree an appointment date with you and it was not re-arranged with you 24hrs before, they have to pay you £20 (now £22) and then a further equal payment if they fail to make the first payment in 10 days. If you need to show them that, type in Ofgem Guaranteed Standards in Google and look for a table of standards. Suppliers are notorious for not mentioning this to see if you know about it!

They will refuse you transferring if you owe a debt, however the rules changed this year to allow them to transfer you if they recognise the error in billing is their's.

I had FU as my supplier and had a huge amount of problems over the last 3 months eventually with the help of the BBC Three Counties Radio I resolved them however they blocked my move to another supplier, which has now been lifted but only after contacted the senior management directly using a number I was given by the BBC presenters.

The smart meters only operate on rate 1, it is the software on the First Utilitly billing systems that alters it to the correct rates. My smart meter is now a 'dumb' meter with the new supplier but at least I am free!

MONEYPENNY

hippey wrote: »

I had FU as my supplier and had a huge amount of problems over the last 3 months eventually with the help of the BBC Three Counties Radio I resolved them however they blocked my move to another supplier, which has now been lifted but only after contacted the senior management directly using a number I was given by the BBC presenters.

The smart meters only operate on rate 1, it is the software on the First Utilitly billing systems that alters it to the correct rates. My smart meter is now a 'dumb' meter with the new supplier but at least I am free!

Can you give out this number please as I need to get past the foot soldiers who are basically just cannon fodder.

nergelag

I've been fighting with them for over two months now trying to get a dispute resolved. They don't respond to my letters, calls or e-mails and they have now blocked my attempt to leave them. I've tried writing to their CEO and received no response from that either. I've now referred them to the Energy Ombudsman. Far and way the worst energy company I have ever dealt with - strongly recommend you keep well clear of this terrible company.

hippey

MONEYPENNY wrote: »

Can you give out this number please as I need to get past the foot soldiers who are basically just cannon fodder.

Unfortunatly I cannot, it was given to me as a personal contact number and could well land me in hot water with the BBC for disclosing it.

However, in my case I have now moved to an alternate supplier, a final bill has been generated which I agree with.

Don't be in any doubt that this has been easy, I was blocked 3 or 4 times even after the senior management agreed to let me go, and FU are still collecting meter readings from the smart meter and passing them to google power meter, this is subject to a seperate complaint but at least my billing has been sorted.

My new power company has indicated that all is well with them and that the did agreed supply data and have started taking direct debits as required.

I'm not really sure what the problem is with FU.... bad management? poor contracts? poorly trained staff?? I really don't know, but I get the impression that the operation is contracted out as you never seem to be able to deal with anyone else other than customer service who are also credit control who are also supervisors??? It's just goes round in circles!

MillicentBystander

Why are this company still being shown on the switching sites?? I genuinely can't remember reading a positive review of this company...

Edit: Energyhelpline give them 3 stars out of 5 service rating!! How?

Further edit: the rating would appear to be an 'estimate' (probably like one you get from a builder).

As a new company to the energy market we have given first:utility a 3 star service rating.

http://www.reviewcentre.com/reviews251265.html

p24hrsmith

I switched to FU in April 2009 on the smart meters for both gas and elec. I finally got my first bill in Aug dispite making a number of complaints which they just ignored for the first 2 months until I started emailing them everyday then they finally replied and so the bill in Aug BUT it didn't end there. Since Aug I have had regularly monthly bills for my Electric but NOTHING for gas. I have again complained 3 times about this and each time they have said we have made a note and it will be sorted out by your next bill which they of course haven't. Last time I complained I made sure I got a complaint number which was on the 23/12/10 but have heard nothing from them and my Dec bill has no amount for gas again. Having a look around there website I noticed a like for the "Standards of Service Policy"

http://www.first-utility.com/sites/default/files/downloads/pdf/Standards%20of%20Service%20policy.pdf

THEY state in that on page5 section 12 Responding to complaints If you complain to a gas distributor in writing or over the telephone, the gas distributor will respond
substantively to your complaint within 10 working days of receiving your complaint.
However, if a visit to your premises or additional information from a third party is required to enable
resolution of the complaint, the gas distributor will issue an initial written response within 10 working days
of receiving your complaint to explain this situation and will then respond substantively within 20 working
days from receipt of the complaint.
If the gas distributor fails to do this you will receive a payment of £20 and £20 for each succeeding period
of 5 working days thereafter, up to a maximum of £100.

So guess I will just sit and wait for a reply ...got to cut down those bills some how

echoecho_2

Hi p24hrsmith,

I don't think FirstUtility are classed as a gas distributor. I believe they are classed as an energy supplier and the gas distributor would either be National Grid or an independent gas transporter.

I believe though, if they don't resolve a complaint within 8 weeks you are able to escalate to the Energy Ombudsman so that may be a line you wish to take.

p24hrsmith

Hi echecho

It doesn't matter what they are classed as the document I posted link to is headed "FirstUtility Standard of Service" so therefore they must agree to be bound by it. Handy bit of info at the bottom is there full address (as apposed to there post code one) and as its not far from me maybe a visit might help.

sparkeydave123

I had a phone call last year out of the blue asking if i would be interested in changing my gas and electricity, I said I might change my electric but not my gas if i had some stuff sent to me. I heard nothing, then the next thing I had a final bill from my supplier, which i reinstated immediately as i had not agreed to change, however apparently I owe First utility £147.24 for a months supply and this was for Gas and Electricity and I would never change my gas without looking into stuff first.

Firstly I thought that you had to pay off your supplier before you could actually move (which I had not done, as I decided not to move anyway), secondly surely i should have had something sent to me in writing to sign.

I am still with my previous supplier, and was not aware of who first utility were, i telephoned them several times getting several different people who would not pass me over to a manager, they sent me a letter recently with no address of contact for them, i called them to resend the letter with their address on and was told they couldn't. I had a debt collector put a letter through my door asking for payment but said it was for some other address, I cannot believe what is going on. Then I was told I must have set this up, and i didn't i said i might be interested but needed more details.

I think I might have to go to watchdog, as if this happened to an old person they would be distraught. I am writing to first utility i asked for the managing director's details but dont think i have been given them, so if anyone has the details and address I would appreciate it as I have to sort this out.

Thanks for listening folks.