Disconnection

lemontart

bengasman wrote: »

The way you phrased your post made it sound as if the USER needed to get a service pipe check etc. Methinks that whatever goes on between supplier/transporter/contractor is of zero interest to bill-payer, as they neither have influence, nor a bill to pay for it "at point of use".

the occupier, the landlord, the supplier or agents of landlord can request it, pain at times but fairly quick to organised 2 working days notice in cased of NG so does delay things abit. A live or dead check is free.

My original post was aimed at the op as they stated they were the landlord.

I know all of us want regardless is for the supply to work and is of zero interest what goes on behind the scenes but when something goes wrong of or supply goes for what ever reason the wheels have to turn to get it sorted .

But if the bill ain't paid by user this is what can and does happen but for the meter to be taken out it must have been going on for some time but of course the occupier could have asked to have it removed, or it may have been removed for other reasons ..........a lot we do not have the answers to as to why.

bengasman

OP seems to have abandoned the thread for some strange reason; if he doesn't care, then neither do I.

nPower

Hi Thevera

I have received your email and have passed this to our Executive Complaints team to have a look into for you.

Best Wishes

Sally

Thevera

Hello again,
Sorry for my absence, I hadn’t gone awol or abandoned the thread, fact is work takes me away from the computer on a Monday and most of Tuesday.
Here are the answers to some queries:
I visited the property on Saturday 6th as the tenants were leaving to inspect and amongst other things read the meters which were there and working. I then went again on the 7th for one final check and set the alarm, all was in order.

The property was entered on Tuesday 9th to remove the meter and turn off the electric. They caused no damage and left the property as it was. They also capped the gas.

I was suspicious of NPower’s involvement through the forum, thinking they may just want to defuse the situation and look to be doing the right thing to other forum users. They have now offered to take it to their complaints department, something they didn’t do when speaking one to one with me.

The Electricity PPM was not an option because of the location of the meter.

The new tenants saw the property when the old tenants were still there around mid July.
I told the new tenants there may be no gas or electric but they had no alternative so decided to come in. I managed to get the electric back on Friday (12th) and gas came back on Monday (15th).

I asked for a transcript of my phone call confirming the old tenants had gone and the property was mine again but they claimed they don’t record calls!
The tenant left on 7th August after giving a months notice.

My grievance is with NPower. On this occasion I have managed to restore power and get the tenants in but I could have lost the tenants and had a long void spell at the property. Also, the house was not alarmed for a few days thanks to NPower, which could have resulted in a break in. In the past when tenants have gone, owing debts to energy companies, I have had to go to the solicitors because the energy company wants to see proof that I own the house before restoring power.

I hadn’t abandoned the thread as posted above, work has got in the way as it will do again until Thursday evening. After NPower/Sally have concluded their investigation I will let you know the outcome.

Cheers all.

bengasman

Thevera wrote: »

I asked for a transcript of my phone call confirming the old tenants had gone and the property was mine again but they claimed they don’t record calls!

How convenient; that is why I always advise people to NOT call but write or email.
Don't you get the message somewhere that calls "MAY be recorded for training purposes"?
Did you get the claim they don't record calls in writing? You probably could make a lot of people happy if you have.

mattcanary

The problem is, that if people just write in it would take forever for the supplier to action the request.

Maybe it would be best to phone in and back this up with a letter, mind.

Mind you, the supplier can always claim the letter got lost in the post.

jalexa

mattcanary wrote: »

The problem is, that if people just write in it would take forever for the supplier to action the request.

Maybe it would be best to phone in and back this up with a letter, mind.

Mind you, the supplier can always claim the letter got lost in the post.

In some ways I agree with your point but I have seen (either in this or another thread) reports of calls "mysteriously" not being recorded.

I think the advantage of a letter is the writer has a hard copy, and if used, proof of posting or recorded delivery, which significantly shifts the balance of proof when the supplier "loses" the letter.

jalexa

Thevera wrote: »

They have now offered to take it to their complaints department, something they didn’t do when speaking one to one with me.

No need to wait for a supplier to "offer". You are entitled to "insist".

And it is 100% your call whether you "accept" any response. If you do not accept the final response (or after 8 weeks whichever occurs first), you are then entitled to ask the Energy Ombudsman to investigate the issue.

Thevera

I thought I would post an update as to how this problem has progressed recently.On the 25th of Aug. I got a reply to my request for the transcripts of the original calls I made to NPower, this stated I would get them within the next 12 days. I have heard nothing since despite reminding them on Sept 10th that I was still waiting for them.
I had my suspicions that Sally fom NPower was only on here to defuse situations and appear to other forum users to be doing the right things to help customers. It seems I am right.

undaunted

It seems to me that if you have been able to show there are new tenants in the property & they request an electricity supply they are entitled to one.

http://www.legislation.gov.uk/ukpga/1989/29/section/16

What has happened in the past between Npower & the last occupier is no concern of theres - or yours for that matter - these peoople are quick enough to quote third party disputes when it suits them so just tell them that is exactly what this is, ie the debt is not yours or the new occupiers!