Just moved house - NPower objecting to EDF supply transfer

jetblack61

Hi all,

We've just moved in to a new house which is fitted with PPM ( :eek: ) for both the gas and the electricity. We've never had these before and are trying to sort out the quickest way to remove them.

So...we didn't know when we moved in that we needed to get our own key and card - had no paperwork or anything from NPower and as I say, having not had them before, didn't know any different. As far as we can tell though, there is no debt on the meters - the money we top up with, all goes on the meter at the time. We had EDF at our previous property and so when we left that house, I phoned and said I wanted them to supply the new house and discussed the best way to switch to them and then remove the meters.

Anyway, that was all going along swimmingly, until I get a letter from them to say that NPower have objected to the transfer. I phone NPower and it's likely because the account with them isn't in our name...so I attempt to change that.

Well - talk about complicated. For some reason, they are now saying that the account is partially set-up in our name, but until they've 'tied up some loose ends' with the previous occupier, it can't be sorted out 'properly' - also compounded by EDF trying to take the supply I think. Once these said 'loose ends' are tidy, it can take up to 40 days to properly set up our account?!

The PPM are absolutely extortionate in comparison to what we paid by DD monthly previously, and so we are desperate to get this sorted out - our supply transferred and then the PPM removed.

Any clues as to why (a) there should be any reason now for NPower to object to the transfer and (b) if they do, why it needs to take 40 days to register the account in my name?

Thanks in advance

jalexa

jetblack61 wrote: »

The PPM are absolutely extortionate in comparison to what we paid by DD monthly previously,

Maybe, but the same rates you would have been paying under deemed contract on a credit meter.

Just get on with registering your account. You are already responsible for the delay to date.

BTW did the objection notification not tell tell you the reason and provide a window to remedy the reason?

jetblack61

No, the objection letter from EDF just said NPower have objected, they'll try again to transfer within 14 days, and I should ring NPower to discuss their objection in order to rectify it...which I've now tried to do.

The meter just eats money - we paid £35 per month for the electricity and the same for gas before we moved. We've already paid the electricity meter £60 and we haven't been in a month yet! No central heating on means not so much has gone to the gas meter, but it's just so much more expensive! We want it sorting ASAP - especially as we didn't want the meters, the property just has them.

undaunted

Npowers loose ends & problems with the last occupier aren't your concern.

Write to them stating the date you bought or rented the property, request the account is billed in your name from date you moved in to the change of supplier and confirming you will of course pay for that but there are no valid reasons for objecting to your transfer to EDF here.

Terrylw1

They cannot object because you have no account set up, its not a valid reason within standards Licence Code (SLC) 14.

So, providing there isn't a PPM debt over £200, they have objected using reasons that are not allowed by Ofgem.

So, raise a complaint and they could add a note to your account stating they should not object. If they do it again incorrectly, complain again.

You should also know that the objection is not mandatory, its optional. So, if the complaints agree to let you go, there should be no reason other than an error or poor behaviour, to object.

See the supplier .PDF's in this link to Ofgem's site.

http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

I would if they have over billed to estimates on the old tenants account hence objecting due to debt? Ask that and if the answer is no, they had no authority given to them by Ofgem to object.

In terms of your account starting, that's complete rubbish. Its a PPM so its very easy to set up accounts since they get a reading off your meter when you pay for a top up. There may be some issues regarding standing charge and closing reading for the old tenant but, who cares, do that on their own time - not yours!

macman

You are in a deemed account with the existing supplier, you can't 'transfer' an account from one property to another.
Once you have registered for an account with nPower you can start the switch process if you wish.
NB: PPM's cost exactly the same as the supplier's Standard tariff.
You should not be using the previous occupier's key and card-did you take opening readings on day one?

spiro

Have you checked that the meters are not collecting any debt owed by the previous tenant?

paulmapp8306

They may cost the same per unit as standard tarrifs - however, there are a lot of tarrif cheaper than standard ones, based on a time commitment- payment method etc.

Had a slight issue with NPower myself. I moved into our new house, and it was supplied by NPower on a standard tarrif. I wanted to change however was told its a "deemed account" and can take up to 6 weeks to change to my account. I could at that point change if I wish.

I wasnt happy really as EDF had been the cheapest on the comparrison sites - with NPower a way off, and NPowers standard tafrif being several £100 more expensive than the cheapest I could get - HOWEVER, i did a ne comparrison from that date and NPowers newer fixed rate, online, DD tarrif was actually the cheapest. I rang them - and while I couldnt changer suppliers until the account was fully registered in my name - I could change to any other NPower tarrif - so I took the new one, which they backdated to the day I moved in (only a week, but still - cheaper leccy).

all in all it wasnt so bad - BUT could have been a real issue if Id wanted another supplier (would have had to keep NPowers standard tarrif in order to wsitch only 6 weeks later).

Personally I think its an abomination - and regulations NEED tightening. I (well we) are the customer, and I/WE should get to choose who supplies us, from the day we take occupancy. I/WE have signed no contract weith any company at the point of occupancy, and have not agreed any rates. While I understand things take time - any changes requested should be backdated to day one of the new owner/occupier once all the admin has been concluded - including a change of supplier if requested.

nPower

Hi jetblack61,

I'm sorry to hear that it's taking a while to set your account up and that this has stopped the transfer going ahead.

If you would like me to try and speed this up for you, please send me your details to forumresponse@npower.com

Best wishes,

Adam

spiro

paulmapp8306 wrote: »

Personally I think its an abomination - and regulations NEED tightening. I (well we) are the customer, and I/WE should get to choose who supplies us, from the day we take occupancy. I/WE have signed no contract weith any company at the point of occupancy, and have not agreed any rates. While I understand things take time - any changes requested should be backdated to day one of the new owner/occupier once all the admin has been concluded - including a change of supplier if requested.

Technically if you said to an electricity supplier 'I am moving into property x on 1st September 2012' there is nothing in the rules stopping the supplier initiating a Change of Supplier there and then with 1st September 2012 as the supply start date. If more people pushed for them to do this they might get their act together.

chanz4

They can object if an account isn't in your name, it maybe that the debt on the previous occupiers account is high enough to object to. Also their is no £200 minimum limit, so not sure where you have obtained this from.

Once the account has been setup, their isn't an issue moving and objections are automatic process. Also as they don't know your a new occupier, could be the old occupier trying to avoid debt they don't know any different.