With Npower, got bill from British Gas & warrant

matty_hunt

Hi. A friend of mind is having problems with her electricity. Any advice welcomed.
She joined Npower in Oct 2008. Signed paperwork on the doorstep for dual fuel. Letters came from Npower saying they were handling the move and stated, "we'd like to confirm you understand that you've entered into a gas and electricity contract with npower..." This was followed by confirmation of the gas supply date, and another for the direct debit. Everything seemed okay, the direct debit ticked along. A gas bill summery arrived every six months.
Earlier this year numerous letters from British gas, addressed to an unknown person, started to appear and were returned to sender. Eventually one came addressed to occupier. It was an electricity bill, from british gas, dated November 2009 to present day. She rang british gas claiming she was with npower, had never been with british gas (she has a letter stating southern electric was the supplier when she moved in) and didnt know the addressee of the letters. British gas told her to ignore the letter, it was an error. Now, after about a dozen more letters addressed to this unknown man, and returned, she has had a new one addressed to occupier stating british gas are applying for legal warrant of entry to change the meter to a pay meter and charge her. They also want to claim the outstanding bill.
This is where I come in. I've gone through her paperwork and it seems that npower have not been billing her electricity despite the duel fuel contract. As they never sent her a letter to say this she assumed the direct debit was covering both (it does not state that it is just for gas) It also never occurred to her when receiving the bi annual gas bill that there was never an electricity bill.
So, who's at fault? Can British gas claim when they were not the original supplier before npower? Can she claim anything from npower as they have failed to supply the contract they said they would which as now resulted in a problematic and distressing situation? Naturally, she does not have the money to pay this large bill as she has budgeted over the years for the direct debits.

Any thoughts?
Many thanks

jalexa

matty_hunt wrote: »

So, who's at fault?

First of all find out who is the registered supplier for the property. Google "who supplies my electricity" and pick a helpful looking link. Phone the relevant telephone number for the supply region the property is located in. It may be helpful to have an electric bill to hand. Post the answer for better advice.

Next, your post is a little vague on something which may be indirectly relevant. You posted "she has a letter stating southern electric was the supplier when she moved in". Can you clarify whether your friend was ever billed by Southern Electric at the address and the relationship between the date of entry, the date of the NPower door-step sign-up, the date of the Southern Electric letter and who the Southern Electric letter was addressed to. Having seen the Southern Electric letter when she moved in did your friend contact Southern Electric?

Given these answers more meaningful help may be possible.

Note that I haven't mentioned British Gas. You friend would be well advised to raise a complaint with British Gas, in writing or by email, strictly in accordance with the British Gas complaints procedure.

undaunted

Are Npower supplying electricity, gas or both?

Are Southern still supplying electric?

Have British Gas supplied anyone at the property during these times?

If British gas haven't supplied her & they go to Court so what? Just go & explain that fact to the Judge & the warrant will be refused

molerat

Were Southern Electric only supplying the gas ?

chanz4

send me your postcode and house number, and I will confirm for you

matty_hunt

Thanks for the response.
Sifting though the mess of paperwork I've finally got all the details.
Southern electric was the original supplier when she brought the house in 2006. She stayed with them until Jan 08 (fully paid up, with final bill) when she moved to Scottish Power. Sept 08 Scottish Power wrote to say, "current supplier is still objecting to your transfer to Scottish Power." In the same month Npower was recommended at the doorstep. A duel fuel contract was signed but no letter to ever say they had not transfered the electricity. So actually, she has had no electricity bill since Jan 08. Now British Gas say they want paying from Sept 09 to present day.
Its regrettable that my friend is the sort to shy away from filing and keeping abreast of her household dealings, but she is not the only one I'm sure. It would probably be cheaper just to pay British Gas given that they are only going back to Sept 09 when there has been no bill since Jan 08 but then, is she responsible for this oversight/error, are British Gas the right people to pay?
I will check Monday who the current supplier is, that will help a bit but any further suggestions are welcomed.
Thanks

matty_hunt

undaunted wrote: »

Are Npower supplying electricity, gas or both?

Are Southern still supplying electric?

Have British Gas supplied anyone at the property during these times?

If British gas haven't supplied her & they go to Court so what? Just go & explain that fact to the Judge & the warrant will be refused

Npower was supposed to supply both. That was the contract. Seems they only supplied gas.

Southern Electric sent a final bill Jan 08.

British Gas have never been involved....unless they are the default supplier
Cheers

matty_hunt

molerat wrote: »

Were Southern Electric only supplying the gas ?

They were supplying both. Electric up until Jan 08 but the Gas continued until the transfer to Npower.

matty_hunt

chanz4 wrote: »

send me your postcode and house number, and I will confirm for you

Thanks, but how? I cant find anything online to do this.

jalexa

matty_hunt wrote: »

Earlier this year numerous letters from British gas, addressed to an unknown person, started to appear and were returned to sender. Eventually one came addressed to occupier. It was an electricity bill, from british gas, dated November 2009 to present day. She rang british gas claiming she was with npower, had never been with british gas (she has a letter stating southern electric was the supplier when she moved in) and didnt know the addressee of the letters. British gas told her to ignore the letter, it was an error. Now, after about a dozen more letters addressed to this unknown man, and returned, she has had a new one addressed to occupier stating british gas are applying for legal warrant of entry to change the meter to a pay meter and charge her.

Hmmm, a very complicated situation, however only British Gas is threatening, so for the moment focus focus focus on British Gas. Personally I'm not as relaxed as others that it will be all right just as long as your friend attends court as "the occupier".

The current registration of the electric supplier is a matter of fact (and easy to establish). How long for may be harder to establish (though is also a matter of fact). You friend acted correctly returning mail addressed to somebody else and correctly responding to British Gas letters sent to "the occupier". A British Gas adviser may have said to ignore the letter but I would act as if there was no easy proof of that.

In situations like this, instead of assertions that British Gas are "not the supplier" it is far better asking open questions regarding the grounds why British Gas think they are the supplier. Do so in a letter of complaint. Do not mention Southern Electric, Scottish Power or NPower. Do mention the letters addressed to somebody else being returned, specifically mention the "to the occupier letter" and the adviser's response in the phone call. Ask for a copy of the supply agreement and copy bills. They may refuse or levy a charge but they cannot refuse or levy a charge in excess of £10 if a Subject Access Request is made.

Do all this via the British Gas complaints procedure, I recommend by email. (Whatever method is used your friend should not sign any communication with her "normal signature"). Get my drift?

Even if British Gas proves to be the supplier there is still a "back-billing" trap for them to fall into. A this stage do not mention "back-billing". Ask good open questions but play dumb. Be wary (if not a confident and quick thinking person) about participating in a British Gas phone call in response to an email or written complaint. Never tell a supplier anything they have not told you first. They could easily be "fishing". You are entitled to insist on a response via the same channel as the complaint is made.

chanz4

matty_hunt wrote: »

Thanks, but how? I cant find anything online to do this.

I work for a network