Add your feedback on energy supplier Flow

Former_Flow_Energy

Hello,


We are sorry to hear that you are unhappy with our Gas reading validation process and the service you have received.


If you would like us to look into any of the issues you have raised, please can I kindly request that you provide us with your Flow energy account number via Facebook https://www.facebook.com/FlowEnergyUK, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team.


We will endeavour to contact you back as soon as possible.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team


[QUOTE=bubiey
ehyeh;73855255]I wouldn't recommend Flow and I think I'll be switching once the fixed term is up. I've had two issues.

1) There inability to handle more than 1 gas reading a month, and if you give more than one they don't use any of them and estimate.

2) Someone is trying to switch my gas, but I didn't request a switch, flow notified me by a "Sorry you leaving Email". I immediately rang them and told them it was erroreous switch that I hadn't requested, they said they would reject it and I assume that would be it. I thought that was good service, maybe they aren't so bad. Since then I've had two phone calls about a week apart from Flow, the person saying I understand your leaving flow, and I've had to explain I'm not all over again. So don't seem to keep records or talk to each other.[/QUOTE]

Former_Flow_Energy

Hello,


We are very sorry to hear that you are unsatisfied with the service you have received and that you are thinking about switching away from Flow at the end of your contract.


Please can I kindly request that you provide us with you Flow energy account number so we can investigate your balance and amend your direct debit accordingly. As we do not have a direct message function on here please can I request that you contact us via Facebook https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer services team.


We will endeavour to contact you back as soon as possible.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

frankie wrote: »

I'm one year in and will not be renewing with Flow. I would not recommend them either, for the reasons already stated above regarding readings issues. I too am in significant credit.

Its put me right off using smaller companies and may revert to using one of the big 6 at the end of March when my mse fix ends.

System

Flow_Energy wrote: »

Hello,


We are sorry to hear that you are unsatisfied with the service you have received.


Please can I kindly request that you provide us with your Flow energy account number so we can look into this for you. As we do not have a direct message function on here please can I request that you contact us via Facebook https://www.facebook.com/FlowEnergyUK, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team.


We will look to resolve any issues as soon as possible.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Perhaps one of Flow’s problems is that they do not bother to read posts before pasting a standard reply. My post was about the Standard Licence Conditions that are imposed on all suppliers by Ofgem relating to the use of meter readings provided to the supplier by a consumer.

frankie

Hengus wrote: »

Perhaps one of Flow’s problems is that they do not bother to read posts before pasting a standard reply. My post was about the Standard Licence Conditions that are imposed on all suppliers by Ofgem relating to the use of meter readings provided to the supplier by a consumer.

I agree completly about these cut and paste responses.

They are at best annoying and at worst utterly useless and indicate an arrogance and patronisation towards posters.

Former_Flow_Energy

Hello,

We advise our customer to submit reading 4-5 days before the end of each month as this ensure that the readings are validated and used on your statements.

Unfortunately at this time our system only accepts one reading per 25 days however, hopefully this is something we will look into in the future.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Hengus wrote: »

Perhaps one of Flow’s problems is that they do not bother to read posts before pasting a standard reply. My post was about the Standard Licence Conditions that are imposed on all suppliers by Ofgem relating to the use of meter readings provided to the supplier by a consumer.

System

Flow_Energy wrote: »

Hello,

We advise our customer to submit reading 4-5 days before the end of each month as this ensure that the readings are validated and used on your statements.

Unfortunately at this time our system only accepts one reading per 25 days however, hopefully this is something we will look into in the future.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Thank you but your explanation doesn't really stack up in terms with what it states in your Standard Licence Conditions. I am with one of the smaller gas suppliers with a billing date of the last day of each month. I provide it with a meter reading ON the last day of each month and my statement is based on that reading. Nowhere in the SLCs does it state that readings have to be provided 4 to 5 days ( which is it: 4 or 5 days as other suppliers' representatives have posted that the validation process takes no more than 2 days as it is now an automated process (Project NEXUS)) before they can be used on statements. Other gas suppliers that I have used over the past 2 years have provided a similar level of billing service.

Perhaps Flow needs to look at best industry billing practice.

Consumer01

I moved to Flow for in June '17 for gas and electric. Every month they take money by DD and I supply meter readings. So far so good. However they seem incapable of making use of these readings and producing statements. Phoning to complain results in more time being wasted as nothing good happens. If you enjoy waffle, platitudes and lame excuses by all means phone them. If you want a reasonable service which includes regular statements, it appears the only course open to you is to move to another supplier. I will be doing just that. :(:(

Former_Flow_Energy

Hello,


Thank you for your feedback.


The meter readings that we receive from our customers are sent to our contracted third party agents
(Morrison Data Services) to be validated, this ensures that reads are being entered correctly and fairly for our customer.


The timescale for these readings to be validated and received on our system is different for each fuel.
The timescale for a Gas reading is up to 25 calendar days and for a Electricity reading is up to 5 calendar days.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Hengus wrote: »

Thank you but your explanation doesn't really stack up in terms with what it states in your Standard Licence Conditions. I am with one of the smaller gas suppliers with a billing date of the last day of each month. I provide it with a meter reading ON the last day of each month and my statement is based on that reading. Nowhere in the SLCs does it state that readings have to be provided 4 to 5 days ( which is it: 4 or 5 days as other suppliers' representatives have posted that the validation process takes no more than 2 days as it is now an automated process (Project NEXUS)) before they can be used on statements. Other gas suppliers that I have used over the past 2 years have provided a similar level of billing service.

Perhaps Flow needs to look at best industry billing practice.

Former_Flow_Energy

Hello,


We are very sorry to hear that you are unhappy with the service you have received and that you are looking of switch away from Flow.


Please can I kindly request that you provide us with your Flow account number via Facebook https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team (as we do not have a private message function on here) so we can look into this and resolve this with you at your earliest convenience.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Consumer01 wrote: »

I moved to Flow for in June '17 for gas and electric. Every month they take money by DD and I supply meter readings. So far so good. However they seem incapable of making use of these readings and producing statements. Phoning to complain results in more time being wasted as nothing good happens. If you enjoy waffle, platitudes and lame excuses by all means phone them. If you want a reasonable service which includes regular statements, it appears the only course open to you is to move to another supplier. I will be doing just that. :(:(

System

Flow_Energy wrote: »

Hello,


Thank you for your feedback.


The meter readings that we receive from our customers are sent to our contracted third party agents
(Morrison Data Services) to be validated, this ensures that reads are being entered correctly and fairly for our customer.


The timescale for these readings to be validated and received on our system is different for each fuel.
The timescale for a Gas reading is up to 25 calendar days and for a Electricity reading is up to 5 calendar days.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,
The Flow team

Thank you. If that is the case, then perhaps your website and PCWs should make it clear that all Flow billing will be based on estimates and not actual meter readings provided by the consumer. I will not be considering Flow Energy as my next supplier as billing based on actual meter readings is important to me.

Edit:

This has just been posted by another supplier's CS staff on another energy forum:

Quote:Your latest gas read is now visible in XXXX

There is a bit of a delay in these readings appearing as we have to get each read checked over to ensure it makes sense. This is because since Project Nexus, the gas industry upgrade, these meter readings now directly feed into the industry estimate of usage at your property.

We want to make sure your estimate is not being thrown off by an abnormally high read and so we send the reading off to compare it with the historical readings from the property to double check it's OK and then when we hear back it'll appear. This process usually only takes 1-2 days and so we're sorry that there was such a delay to your reading. Unquote