British Gas Harassment

boots174

My in laws are 90 years old, they have moved from their bungalow in to sheltered accomodation. The bungalow is up for sale, British gas were informed of the situation.British Gas then sent an estimated bill for the EMPTY property. When I contacted them to point out that the property was empty and all final readings had been submitted and paid off they replied that as no one had taken over the gas and electric they would keep sending estimated bills to that address.The last bill was a final demand for over £300 with the threat of debt collectors being sent, the bills are being sent to the sheltered home!
Despite numerous phone calls to British Gasthey keep sending final demands. I fear this harassment will kill my in laws with the stress.
Can any one please help?

fightyfish

if the house isn't sold then your inlaws are still responsible for the bills at the address - is it not possible to just send BG the actual reads? if not energy has been used this will create a £0 bill. seems the simplist solution.

Terrylw1

Just give them the reads so they can create a nil bill value for you. They will estimate on any open account and if you've closed the account they can open one in the name of "the occupier" if they detect any consumption.

Sometimes the estimates make this frustrating but after several zero advance reads they can stop the estimates that they receive from the readers which may reduce this eventually.

Giving your reads though whilst the account is open will event any charging. Do you pay standing charge as that would still wrack up?

spiro

I agree with everything above. As the owner of the property you are responsible for gas, elec, water, council tax (reduced if 2nd home) etc. Do the easiest thing, once a month go a read the meters and submit them. Then when it is sold there is very little chance of issues. Remember as it is for sale, the estate agent may show people round which may involve turning lights on which means energy may be used. Also if we have a cold snap the heating may have a frost stat which turns the boiler on or if not you may need to turn it on to avoid frozen/burst pipes.

jalexa

boots174 wrote: »

...British Gas then sent an estimated bill for the EMPTY property. When I contacted them to point out that the property was empty and all final readings had been submitted and paid off they replied that as no one had taken over the gas and electric they would keep sending estimated bills to that address.The last bill was a final demand ...

As has been pointed out in every response it would be quicker to deal with the bill than to deal with the consequencies, however without knowing how the conversation went in the first contact it's impossible to know whether British Gas properly explained the continuing liability and sought a suitable billing address. Is the OP's concern the ongoing liability or the estimate? Yes there is some evidence in the OP that its the liability and therefore the OP is in the wrong.

Has British Gas noted the advised property status? Have British Gas estimates been in accordance with the advised property status? If there is a "final demand", has British Gas taken an actual reading or has the OP obstructed attempts to gain access to take an actual reading for a "final demand"? How can there be a "final demand" on an estimate?

I'd like to know the answer to all these questions but perhaps we have a supplier and OP made for each other.

brewerdave

....Owners will still be responsible for any standing charges EVEN IF no energy is being consumed UNLESS the Utilities have been physically disconnected.
Presumably they are still liable for water rates and Council Tax as well???

boots174

Hi Guys, should have mentioned all readings have been submitted as zero when requested. The bills have in the past been for £0.00 but now are being sent for an estimated usage of £300 dating back to 2010.
Having been assured two weeks ago that all was settled and as long as the readings are submitted when requested and haven't changed then all would be fine.
This is clearly not the case!
Doe's any one know the Email address of someone in charge who can actually do something.
Thanks for all your advise, much appreciated

jalexa

boots174 wrote: »

Doe's any one know the Email address of someone in charge who can actually do something.

You only need to give a utility one and only one opportunity to resolve an issue 100% to your satisfaction. Then raise a formal complaint strictly in accordance with the complaints procedure (in writing or by email). The procedure will be easy to find on the British Gas website.

Some advice to help you here. The householder (owner) remains (legally) liable but the billing address can be set to any suitable address, perhaps yours. When there is a billing dispute the account holder is bound to pay any non-disputed element. Play this properly and it will be much easier.

As a side-issue, any unbilled energy supplied more than 12 months prior *may* be subject to "Billing Code" back-billing relief...http://www.energy-retail.org.uk/industrycodes/code-of-practice-for-accurate-bills/ but that is subject to reasonable compliance on your part.

Angie_16

Email either the Managing Director of British Gas (Phil Bentley) or go right to the top and email Sam Laidlaw....CEO of Centrica.
You will then get a dedicated 'Customer Service' person (via email) to sort things out.
Well, that's how it worked for me (with a dispute).
Also, as suggested before, where British Gas are CLEARLY in the wrong, Billing practice means that they cannot BY LAW go back more than 12 months to recoup any losses they incur IF you have repeatedly provided them with all the information.
Good luck!

spiro

Angie 16 - there is no need to use a font larger than standard as people take this to be shouting. As has already been said you should follow the complaints procedure as outlined on the suppliers website.

jalexa

boots174 wrote: »

Hi Guys, should have mentioned all readings have been submitted as zero when requested.

Are you saying that there has been no background heat maintained in the unoccupied property over winter?:(