Solar energy - Feed-in Tariff payment delays - your experiences?

Former_E.ON_Company_Representative:_Malc

zeupater wrote: »

Hi Malc

Can I suggest that the quickest way to address this type of issue is either ...

If reading is sub-contracted .... to not recompense the meter reading sub-contractor for second (and subsequent) meter reading visits within the 2 year period mentioned unless instructed to do so directly to confirm suspicious readings etc.

If reading is in-house .... to reduce the future operating budget of the relevant department by a value commensurate with the cost of the visit plus additional administration incurred ....

Additionally, such 'mistakes' should be monitored & included as KPIs for departmental & individual performance appraisal .. then again, there's the matter of customer contact and potential redress for unnecessary burden incurred.


Not really rocket science, all it takes is serious consideration of service quality & there's no better way of ensuring that management's customer service socks are pulled up than having a financial impact! ...

HTH
Z

Many thanks for your suggestions zeupater. I've passed these along the line to the relevant FIT scheme managers.

Malc

Former_E.ON_Company_Representative:_Malc

mre15 wrote: »

Hi Malc

The online account just doesn't work at all, I can login fine, if I click on View my plan, give us a reading or anything else I just get an Error.

All I get is Whoops, Somethings blown it.

Clearly it just hasn't been setup correctly.

Cheers

Mark.

Hello Mark and thanks for coming back to me.

It's a bit odd you can log in but not access any of the pages. I've just checked and all's okay with our website. I've been able to go into all the pages. Just a thought. Please make sure the browser you're using is one we support. At the present time, our website supports the following browser versions.

Latest version of Mozilla Firefox.
Apple Safari version 5.1.7 upwards.
Latest version of Google Chrome.
Opera.

Browsers other than these might have difficulty in displaying some of the information on our website.

If it isn't the browser, please have a chat to our FIT teams. They'll be happy to help.

Malc

mre15

Hi Malc
It’s not the browser. I phoned them today to find out they actually still haven’t finished my account setup. I sent the filled in acceptance form from the welcome pack back over 2 weeks ago. The one that said this must be returned within 10 days. I sent it to the email address requested, but they still haven’t done anything with it. Today was meter reading day and they can’t add that as the other part still hasn’t been done.
So the saga still continues!

mre15

Hi Malc

I am afraid to say it really is a shambles at your place at the moment.
I phoned again and asked what's going on and they said my account is still pending, despite being sent the welcome pack etc.
I can't even get to speak to someone who has a clue what's going on.
Just we will log it and someone will call back within 7 days. Which they never do.
They had also closed the complaint despite it not really being resolved.
I told them to re-open it until they have actually resolved the issue.
Lets see how that goes.

UPDATE

Call from a nice helpful complaints manager who has sorted it all out and activated my account and took an updated meter reading. Finally I can rest in the knowledge that its all setup.

Did take nearly 3 months though, and about 20 phone calls.

nobby1963

Just for information as it is now obviously the norm for EDF .
Submitted my FIT meter reading on Friday 1st and monies pending into our bank account today - Tuesday 5th.
Excellent service again.
Only £220 for us this quarter, typically our worst of the four.
Happy Generation to you all.
Cheers
Nobby.

Former_E.ON_Company_Representative:_Malc

mre15 wrote: »

Hi Malc
It’s not the browser. I phoned them today to find out they actually still haven’t finished my account setup. I sent the filled in acceptance form from the welcome pack back over 2 weeks ago. The one that said this must be returned within 10 days. I sent it to the email address requested, but they still haven’t done anything with it. Today was meter reading day and they can’t add that as the other part still hasn’t been done.
So the saga still continues!

mre15 wrote: »

Hi Malc

I am afraid to say it really is a shambles at your place at the moment.
I phoned again and asked what's going on and they said my account is still pending, despite being sent the welcome pack etc.
I can't even get to speak to someone who has a clue what's going on.
Just we will log it and someone will call back within 7 days. Which they never do.
They had also closed the complaint despite it not really being resolved.
I told them to re-open it until they have actually resolved the issue.
Lets see how that goes.

UPDATE

Call from a nice helpful complaints manager who has sorted it all out and activated my account and took an updated meter reading. Finally I can rest in the knowledge that its all setup.

Did take nearly 3 months though, and about 20 phone calls.

Hello mre15 and thanks for the update.

You're right, this isn't good enough. I've already fed back on your situation and will update this feedback tomorrow. Including closing your complaint before you were happy with the resolution. This shouldn't have happened.

I'm sorry this has taken so long to sort out mre15 and glad our Complaint Manager has finally resolved it and activated your account.

Many thanks for your patience.

Malc

KevinG

I have transferred my FiT payments from Scottish Power to my current supplier, Bulb. I submitted readings to Bulb on 28 February for the transfer and the final payment was received from SP on 15 March, about their normal speed. As of the end of this month I will be submitting readings to Bulb and their FiT system is nicely integrated with the main web account, unlike Scottish Power, which is completely separate. I'll let you know how long Bulb takes to pay after I have submitted the reading.

KevinG

First payment from Bulb in my bank account 13 days after submission, which is slightly better than Scottish Power.

orrery

Not strictly on-topic, but it may give you all a laugh.


I tried looking up the new FIT rates (from April) for my system (late 2011) on the Ofgem site and found it completely out-of-date with no new figures. So I emailed them...


I got back an email saying that the government had cancelled FITs as of April, that's why they hadn't been updated.


I emailed back to explain the situation to Ofgem, and got a reply explaining that the new rates were on the site - I looked and it had been updated. Not a word of apology or thanks.

Zarch

Generation meter reading submitted to EDF on the 1st April, FIT payment received via BACS on the 8th.

EDF seem to work within that 7 days timeline.