NPower/Scottish Power - Comfortplus White Meter Problems

les_jordan

I have lived in Scotland for 2 years (formerly living in England) and have a Comfortplus White Meter – that is, a 3-rate meter (with a day rate, a night rate and a “control” (heat) rate for storage heaters). This was/is completely new to me and I understand is fairly unique to Scotland, specifically to Scottish Power.

When I moved into the flat, the previous electricity supplier was Scottish Power. Not knowing any better, before I did anything else, I searched the internet for the best possible tariff and switched energy suppliers.

I have read elsewhere on the internet that if you have a Scottish Power Comfortplus White Meter, you are stuck with Scottish Power whether you like it or not (including this piece on the Guardian http://www.guardian.co.uk/money/2011/jun/12/stuck-scottish-power-meter). Well, for better or worse, I have ended up with NPower. Of course, the tariff I attempted to switch to was not compatible with the meter and so I was automatically put on the only compatible tariff. A lot of suppliers will tell you that they just don’t offer a tariff for this kind of meter, which may or may not be true, but one way or another I have a 3-rate tariff with NPower.

The problem is that nobody at NPower really knows how to deal with a meter of this kind. I have great difficulty giving meter readings which, in turn, leads regularly (almost constantly) to problems with my bills. I can’t give readings online as the forms are only designed to take 2 readings. Even calling is problematic as staff, although well meaning, are confused by the 3 readings and sometimes even seem to disbelieve me or ignore my readings. Even when engineers visit the flat to take readings, only 2 readings are taken. The heat rate is usually estimated (seriously low) on all my bills. I have constant problems when giving readings because they differ wildly throughout the year (for example, the “control” rate is very high for half the year during cold weather and not used at all for the other half).

Basically, I’m fed up. I accept that I have no leverage to shop around for the best energy deal, but I would like my life to be easier. I’m a good customer – I pay by monthly direct debit and usually more than I need to. I don’t want to always have problems with my bills.

I think there are unlikely to be many people on these boards who can relate to this, but I’d love to hear some views if you have any. Specifically , I would like to hear from scottishpower company representative and nPower company representative.

I actually called Scottish Power a few months back to enquire about switching back and was told that they didn’t offer tariffs for Comfortplus White meters. I was so staggered I just felt too tired to do anything about it.

So, Scottish Power, if you can offer me anything, please tell me about it (rates etc). You can win yourself back a customer very easily.

[Deleted User]

Hi,

I'm familiar with this set-up, as I operate it myself online with SP, providing monthly readings, and no problem with giving the 3 readings.

Here is a link to standard prices, (page 13), though if you operate online there is a saving.

nPower

les_jordan wrote: »

I have lived in Scotland for 2 years (formerly living in England) and have a Comfortplus White Meter – that is, a 3-rate meter (with a day rate, a night rate and a “control” (heat) rate for storage heaters). This was/is completely new to me and I understand is fairly unique to Scotland, specifically to Scottish Power.

When I moved into the flat, the previous electricity supplier was Scottish Power. Not knowing any better, before I did anything else, I searched the internet for the best possible tariff and switched energy suppliers.

I have read elsewhere on the internet that if you have a Scottish Power Comfortplus White Meter, you are stuck with Scottish Power whether you like it or not (including this piece on the Guardian http://www.guardian.co.uk/money/2011/jun/12/stuck-scottish-power-meter). Well, for better or worse, I have ended up with NPower. Of course, the tariff I attempted to switch to was not compatible with the meter and so I was automatically put on the only compatible tariff. A lot of suppliers will tell you that they just don’t offer a tariff for this kind of meter, which may or may not be true, but one way or another I have a 3-rate tariff with NPower.

The problem is that nobody at NPower really knows how to deal with a meter of this kind. I have great difficulty giving meter readings which, in turn, leads regularly (almost constantly) to problems with my bills. I can’t give readings online as the forms are only designed to take 2 readings. Even calling is problematic as staff, although well meaning, are confused by the 3 readings and sometimes even seem to disbelieve me or ignore my readings. Even when engineers visit the flat to take readings, only 2 readings are taken. The heat rate is usually estimated (seriously low) on all my bills. I have constant problems when giving readings because they differ wildly throughout the year (for example, the “control” rate is very high for half the year during cold weather and not used at all for the other half).

Basically, I’m fed up. I accept that I have no leverage to shop around for the best energy deal, but I would like my life to be easier. I’m a good customer – I pay by monthly direct debit and usually more than I need to. I don’t want to always have problems with my bills.

I think there are unlikely to be many people on these boards who can relate to this, but I’d love to hear some views if you have any. Specifically , I would like to hear from scottishpower company representative and nPower company representative.

I actually called Scottish Power a few months back to enquire about switching back and was told that they didn’t offer tariffs for Comfortplus White meters. I was so staggered I just felt too tired to do anything about it.

So, Scottish Power, if you can offer me anything, please tell me about it (rates etc). You can win yourself back a customer very easily.

Hi les_jordan,

I'm concerned to hear that you feel npower doesn't understand this tariff. I know from working in the customer service teams that we do have accounts with this set up and are capable to deal with them.

If there's anything I can help with, please just drop me an email to the address on my profile page, and I'll see what I can do.

Best wishes,

Adam