Gas Final Reading Tolerance

Bushy2

We have just moved energy supplier because we were dissatisfied with the customer service provided by the old supplier.

The old supplier based their final bills on estimated meter readings. The electricity reading was not far out and we paid using online banking on the due date. I stopped the direct debit to ensure they did not take any further money.

The gas bill, however, was 7 cu.ft. too high. We reached the reading they had used 3 weeks after the transfer date. We submitted an objection on the messaging system on their website but heard nothing more until they rang a month later to remind us that that we hadn't paid the bill. We told them that we had contacted them and again gave the correct reading. They said that they were "unable issue an amended statement as the difference in the meter readings is within the industry tolerance of 39 cu.ft." They did agree to credit my account with an amount that was approximately equivalent to the cost of the extra gas they had charged for; so I am not out of pocket.

One of the reasons we are changing supplier is that we have found the old supplier is hopeless as far as communication goes. We had signed up for submitting meter readings online but they were supposed to e-mail us when the meter reading was required. In 8 months we only received one e-mail. We did not receive an e-mail requesting the final reading.
Soon after we joined them they told us they had no contract with a meter reading company for our area.

• Is there is an allowed tolerance of 39 cuft in gas meter readings (that's £38 worth)?
• Even if there is, presumably it does not prevent suppliers revising bills that are inaccurate by a lesser amount.
• I understood that the changeover reading should be given by the new supplier but our new supplier has used the estimated readings provided by the old supplier although they requested and were given accurate readings.

Regards

Bushy

chanz4

your reading should be the same as the start read for your new supplier

Terrylw1

Readings pass through appointed agents, so they are validated to ensure they are passed into settlement.

If an estimate is created which is called Deeming, it is by the new suppliers agent, not the old one. They then pass it to the new supplier and to the old suppliers agent to do the same.

There is a 250 unit rule in elec. This is only there to say "its not worth it below this" but they could do it. The problem is, this is an industry policy so whilst one supplier wants to do it, the other can refuse on this basis.

I'm not sure about gas, but it sounds similar.

In terms of the supplier, they pay based on the switch read for hour energy. So, if the old one is willing to pay the difference in rates, they are losing out and the new supplier is gaining by paying less.

So, it might make sense to take that.

To check this industry rule for gas, you could contact Elexon who manage industry settlements for the industry. They are similar to Ofgem in that they regulate the licences that govern how energy is settled in the elec & gas industries.

mirabelle

I have had a similar experience. I changed from Eon to Scottish Power last month and Eon would not accept the final read on the Gas despite it being comparable to the same period last year, and Scottish Power have agreed to take the higher read estimated by Eon (which I have still not reached a month later ) because it was within the tolerance. I have therefore paid more to Eon than I owed, but will pay less to Scottish Power. Until readings are agreed with a special team between the companies they refuse to refund any balance and in my case was over £100.

Scottish_Power

Hi mirabelle

Would you like me to have a look at your final bill? Please e-mail me at [EMAIL="onlinecomplaints@scottishPower.com"]onlinecomplaints@scottishPower.com[/EMAIL]

Thanks

David@ScottishPower

mirabelle

Thank you but I have now received a final closing cheque for the credit on my Eon account. Scottish Power telephoned the agreed read team at Eon to come to an agreement but unfortunately, to the benefit of Eon , who have gained from an inflated final read . I won't be going back to them in the future that's for sure.

Terrylw1

mirabelle wrote: »

Thank you but I have now received a final closing cheque for the credit on my Eon account. Scottish Power telephoned the agreed read team at Eon to come to an agreement but unfortunately, to the benefit of Eon , who have gained from an inflated final read . I won't be going back to them in the future that's for sure.

If your meter is still lower, tell the new supplier to take a reading with a meter reader to prove it. Then they will use this reading in recalculating a Deemed one which should prove that your reading is correct or close.

Raise a complaint and if they won't alter it, after proving the above, they will have to...or you could demand any difference in kwh that you have lost be reimbursed.

mirabelle

Thanks Terrylw1 . I won't be losing from this as Scottish Power have come to an agreement with Eon and my account with Scottish Power will start from Eon's inflated estimated final read. So it is the new supplier who will be losing. They have an "Agreed Read Team" which implies this may be happening a lot. They must take the view that they win some and lose some. When the meter is read they will see they have lost some. Thanks again.

Rainsey

I'm also having this problem moving from EDF to Scottish Power. Just got off the phone to EDF after being on hold for 25mins there is no-one there to deal with my query. EDF stated my final reading was too low based on my past consumption, I've been actively trying to reduce it and it was summer so no surprise there. They also took a DD from my account which has never been credited to my energy account and is now missing. I reckon they owe me around £150 and 6 weeks later my Gas is still lower than what they are trying to bill me for. I've now contacted Scottish Power and asked them to intervene.

Terrylw1

mirabelle wrote: »

Thanks Terrylw1 . I won't be losing from this as Scottish Power have come to an agreement with Eon and my account with Scottish Power will start from Eon's inflated estimated final read. So it is the new supplier who will be losing. They have an "Agreed Read Team" which implies this may be happening a lot. They must take the view that they win some and lose some. When the meter is read they will see they have lost some. Thanks again.

Just be aware that all your reads from meter readers are going to fail as negative reading advances until your meter advances past your switch reading. This could even trigger a change to the switch reading because the meter readers won't be able to enter consumption.

You also won't be able to enter your own reads for bills so you will have to pay on estimates and then remove them later. The first time you do this, they may refuse to accept your reading as it will show less consumption than expected. If this happens, they can get a meter reader out. Hopefully they have added a note to your account about your current meter reading which may help when this ti e comes.

Terrylw1

Rainsey wrote: »

I'm also having this problem moving from EDF to Scottish Power. Just got off the phone to EDF after being on hold for 25mins there is no-one there to deal with my query. EDF stated my final reading was too low based on my past consumption, I've been actively trying to reduce it and it was summer so no surprise there. They also took a DD from my account which has never been credited to my energy account and is now missing. I reckon they owe me around £150 and 6 weeks later my Gas is still lower than what they are trying to bill me for. I've now contacted Scottish Power and asked them to intervene.

You don't need to EDF the reading anyway, it has to be be passed to them via the new supplier.

The reading will be validated by the new suppliers contracted agent based on the history that the old suppliers contracted agent sends them. If they fail your reading though, they will Deem one based on your history.

The old supplier doesn't get a say in whether its valid. They can challenge to have it removed later but they have to convince all parties that they are correct which will be incorrect in your case.

If this happens, just tell the new supplier to send out a meter reader. The reading will fail, but it will prove your reading is inline with that one and at that point you can instruct them to reinstate your original switch reading.

Be wary of my previous post over your bills until your meter catches up.