Gas supplier problems

jea107

Hi,

I'm wondering if anyone can give me some clarity regarding my gas supply situation. Its slightly complicated and I'm really unsure what to do.

We moved into a rented property in Sept 2010. We didn't receive any letters or communication from any gas or electricity companies after we moved in i.e. no letters 'to the new occupier' etc. After about a fortnight we were visited by someone from npower who informed us that they were our electricity supplier and we needed to set up an account which I duly did. However, when I enquired about whether they also supplied our gas they said no. They said I could set up an account with them so that they were our new gas supplier so I agreed. I supplied a meter reading left by the previous tenant and even provided the serial number from the meter.

After approximately 2 weeks, I received a large number of letters from npower stating that they couldn't find the details of my current gas supplier and therefore couldn't transfer the contract. I telephoned them and was informed that as far as they could see, we didn't actually have a gas supplier (is this even possible??!).

I telephoned the M Number enquiry line to see if they could tell me who my gas supplier was and was told that my property did not exist on their database. So once again, it appeared that nobody was supplying our gas!

As I couldn't see any way to solve the situation, I have basically been receiving gas for free ever since. However, today I have received a letter from npower which only says 'dear occupier' and doesn't mention my personal details which they have from the electricity account. It is welcoming me to a standard gas supply from them and states that 'through what is called a deemed contract you've automatically become an npower customer'. I'm unsure what this means and I'm also concerned that when I contact them they will be asking for payment for the gas since we moved in i.e. 13 months worth.

Can anyone help or provide any advice? Or has anyone been in a similar situation?

Thanks

jalexa

jea107 wrote: »

I telephoned the M Number enquiry line to see if they could tell me who my gas supplier was and was told that my property did not exist on their database..

I despair at the state of the nation that people are desperate for work, but M Number enquiry line incompetents are being paid not to be of any help. The "property not existing" was irrelevant, the issue was that there was an unidentified gas meter on the network. And the M Number enquiry line incompetent did not seem to think that was important. Anyway I digress...

It seems likely that NPower have now identified the "property". I think what has happened is that the previous occupier has got round to finalising their account, hence the "to the occupier" letters. Technically you are in "deemed contract" from the moment you occupied, except the previous and the current occupiers can't both be in contract at the same time.

You need to go with the NPower flow here and see what their proposals are on your usage. While there is a 12 month backbilling limit, that's only 1 month "free". The important thing is that (1) you agree your usage (2) don't agree to being charged (expensive) standard tariff rates and (3) if presented with a 12 month bill demand easy terms.

Basically this is an industry/supplier failure and you are not at fault, though (IMO) in due course liable for 12 months consumption. Negotiate hard and if you are not happy with progress raise a formal complaint (in writing or by email) at the first disagreement. That will create an audit trail for the issue.