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Gas Supply Issue

Hi,

I recently moved into a new build house and I am having problems with paying my Gas Supply. We were told by the building company that E.On supply both our Gas and Electric, and we have a direct debit account with them for our electric which is fine. However they are adamant that they do not supply us with Gas!

We moved in 3 months ago (just before Christmas 2011) and we have been contacting E.On via email every month to arrange a payment plan. Their response is always that same 'We have check your address and unfortunately we do not supply your Gas.' they advised we contacted Meter Point to find out who our supplier is, which we did and low and behold its E.On! We have even double checked with the building firm who have confirmed that it is E.On.

The Sales rep advised that this isn't the first time this has happened and that we need to keep contacting them as after a certain point providing we have attempted to pay our bill on several occasions then we are not liable for the used gas! This leads me to my question.. Is the sales rep correct or will we have to pay for all of our Gas usage regardless of time frames? If she is correct does anybody know the time frames involved?

I have tried the power of Google but to no avail! My next stop would be citizens advice but thought I would try here first!

Thanks in advance.

Neil

Comments

  • Terrylw1
    Terrylw1 Posts: 7,038 Forumite
    Here is the link to the billing code which will give you time frames, but its for energy over 12 months old.

    http://www.energy-uk.org.uk/customers/energy-industry-codes/code-of-practice-for-accurate-bills.html

    Does your address match with the distributor you called? Ask your supplier to give you your MPRN which is the serial number registered to the property. Then call the distributor again and check it if you can to see if it matches.

    Alternatively, Eon have some very helpful authorised reps on this board and this would be pretty easy to look into to find you, so I'm sure they could help you quite quickly.
    :rotfl: It's better to live 1 year as a tiger than a lifetime as a worm...but then, whoever heard of a wormskin rug!!!:rotfl:
  • jalexa
    jalexa Posts: 3,448 Forumite
    miltscupra wrote: »
    The Sales rep advised that this isn't the first time this has happened and that we need to keep contacting them as after a certain point providing we have attempted to pay our bill on several occasions then we are not liable for the used gas!

    The last poster is right with the "timeframe" advice.

    Having made the initial effort there is no obligation to "keep contacting them" though it makes things easier if you have documentary proof that you have tried at least once, and the response.

    It is not your reponsibility to register the meter. The fact that the meter is in and working suggests industry errror which is one of the qualifiers for backbilling relief.

    What I suggest however is that you develop awareness of your energy use and put aside sufficent money to cover the use. In time, when done and dusted, you may be able to enjoy a holiday:D.
  • Former_E.ON_Company_Representative:_Malc
    Former_E.ON_Company_Representative:_Malc Posts: 6,558 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper
    Hi Neil

    I'm sorry you're having difficulties setting up a gas account with us. Unfortunately, setting up accounts for new builds does sometimes cause us problems.

    In some cases, builders/developers or their agents give us the wrong information when they sign off a property.

    This can lead to serious mix-ups and lead to meter/reference details being attached to the wrong properties. For this reason, we have a specialist team who deal exclusively with these matters.

    This is our New Connections Team. I would talk directly to them. Give them as much info as possible including the Meter Serial Number, property address, plot number and any numbers attached to the meter like a Meter Point Reference Number (MPRN). This is a unique number which refers exclusively to your property. They're sometimes on a label tied to the meter.

    It's possible all the properties on your development are experiencing similar difficulties. As this dates from last year, I suspect an account manager has already been assigned to the development. It will be their task to sort out all the individual properties so as the Meter Serial Numbers, MPRN's and addresses match up.

    They'll also need to make sure the National Databases, which hold all these details, are updated with the correct info.

    Ask for the account manager and deal exclusively with them. They're the only ones who can keep you accurately updated.

    The Billing Code applies where we're at fault for not issuing a bill.

    As Terrylw1 says, if this is the case, we'll not charge you for gas used more than 12 months before the date the problem was corrected.

    If, once everything is resolved, you're left with an outstanding balance, we'll be happy to set up a payment arrangement to spread the amount over a more manageable period. This is usually a similar period to the time it took to sort the account out.

    Hope this is useful Neil. Give me a shout if I can help further as happy to do so.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • lemontart
    lemontart Posts: 6,037 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    if no tag on the pipe work (not usually the meter) then contact the builder or who ever arranged to have the supply installed as they would have been given details of the mprn in the paper work sent when the supply was installed.
    I am responsible me, myself and I alone I am not the keeper others thoughts and words.
  • Terrylw1
    Terrylw1 Posts: 7,038 Forumite
    Just to add on to Malc & lemontarts comments...in a new build you will get a plot number until royal mail give an address. From the supply side, these can be an absolute nightmare when they go wrong and anything up to hundreds of customers can be affecting with crossed metering.

    I would second contacting the builder if this is possible. They have to keep what is called a "plot-to-postal plan" which details how the plot is to be numbered. They will also have the paperwork with registration data, the supply and meter may also show this...just be wary of this because its not uncommon for developers to change their numbering and plans which changes your MPAN/MPRN. In these cases its far easier for the MPAN/MPRN to be left alone for the customer as opposed to shifting hundreds of customers around on internal and external databases. This depends of the suppliers process though, just bare these things in mind.

    I would do what everyone has said and contact Malc who will give you loads of help, as seen on here frequently.
    :rotfl: It's better to live 1 year as a tiger than a lifetime as a worm...but then, whoever heard of a wormskin rug!!!:rotfl:
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