Finding a new electricity company - best service for disabled customers?

RoseUK

Currently I'm with NPower for electricity, I had no problems paying bills until I lost my job and had a huge bill show-up on my doormat. As I'm claiming ESA and can't have a pre-payment meter set-up in my apartment I had to pay via FuelDirect (fortnightly usage, plus a little of the debt, paid directly out of my benefits)...the problem is that NPower refused to set-up FuelDirect unless I telephoned them, but I cannot use a telephone.

For the past year I've been battling to get payments set-up. I'd contact NPower via email or mail to set-up payments or to try to stop further action against me (eg. cutting off my electricity), but not I'd hear back from them for months, and then once they did reply they'd just tell me to telephone them. I'd go to CAB to get them to call NPower on my behalf only NPower would refuse to give CAB staff access to my account, and even after I sent written consent it still took about a month going back and forth to CAB to finally get NPower to allow access. Then NPower still kept putting up barriers, including them STILL insisting that they'd only set-up payments if I talked to the on the telephone.

NPower made no attempt to find a solution, they just kept ploughing forward threatening to cut off my electricity - which fortunately didn't happen thanks to CAB's hard-work, but if it had happened it would have been catastrophic given as I'd not have the money to get it turned back on and probably couldn't have gotten it back on anyway...unless I telephoned them!

Both CAB and myself have written formal complaints to NPower over this, but it's been 6 months now with no reply to that either, so obviously it's falling on deaf ears and nothing will change. I can't stay with NPower as they continue to refuse to set-up payments, and refuse to talk to me unless via telephone.

CAB's advice was to get a Charis Grant in order to get rid of any debt I owe NPower, and then to switch to another supplier - I've paid on time for three months (criteria for obtaining the grant) so I should be clear within the next few weeks.

Now...which company do I go with now??

Comparison sites suggest Co-Op as the cheapest, but I'm scared that I'll switch to another electricity company just to find I get the exact same poor service as I did with NPower, so I'll be right back to square one. Many companies claim to have services for disabled customers, but then NPower claimed this too.

Richie-from-the-Boro

KashaUK2013 / RoseUK

You can if you are disabled [DWP legal criteria] use the priority services register of any of the big6, including electronic or text-phone. You could, and given your record, should stay with nPower until your capacity to pay, and maintain that payment record over time can be evidenced. Then with your newly earned status as a 'good payer' move to a different supplier.

Whether you change to a~n~other supplier or not its unlikely you will get a credit meter. And likely you will be credit checked. Stay or go, your best and safest self supporting bet is a prepayment meter, with online top-up's.

rogerblack

RoseUK wrote: »

Both CAB and myself have written formal complaints to NPower over this, but it's been 6 months now with no reply to that either, so obviously it's falling on deaf ears and nothing will change. I can't stay with NPower as they continue to refuse to set-up payments, and refuse to talk to me unless via telephone.

Consider a complaint to the ombudsman.
http://www.ombudsman-services.org/energy.html

Separate to the customer service issues, the company is required under the equality act to make 'reasonable adjustments' to their procedures, for disabled people.
They would seem to have totally breached this duty.
You could consider approaching a solicitor to see if they would start court action to this effect - you may qualify for legal aid.

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/85017/individual-rights1.pdf

Joyful

You can also set up FuelDirect through the benefits agency. As agreed Npower should have text phone if you need this. Give a shout out for the Npower rep on here to see if they can help.

RoseUK

Richie-from-the-Boro wrote: »

KashaUK2013 / RoseUK

You can if you are disabled [DWP legal criteria] use the priority services register of any of the big6, including electronic or text-phone. You could, and given your record, should stay with nPower until your capacity to pay, and maintain that payment record over time can be evidenced. Then with your newly earned status as a 'good payer' move to a different supplier.

Whether you change to a~n~other supplier or not its unlikely you will get a credit meter. And likely you will be credit checked. Stay or go, your best and safest self supporting bet is a prepayment meter, with online top-up's.

As stated;

A. I cannot stay with NPower as they refuse to set-up payments.
B. I cannot have a prepayment meter in my property.

RoseUK

Joyful wrote: »

You can also set up FuelDirect through the benefits agency. As agreed Npower should have text phone if you need this. Give a shout out for the Npower rep on here to see if they can help.

Unfortunately via DPW hasn't been an option, either they refuse to set it up their end or Npower continue to refuse to set-up without my consent via telephone or unless I can give them a meter reading (I don't have access to the meter). CAB got DPW to agree to set it up last time they tried, unfortunately it wasn't actually done and that's what triggered off the last lot of threats from NPower - when CAB tried again DWP refused again. *sigh*

Text phone might be an option, but it seems a bit much that I have to get access to a text phone just to pay my bills or to get any sort of customer service. Either way given poor customer service I'd rather leave NPower all together - this has been going on for at least a year, it's an absolute joke.

rogerblack

RoseUK wrote: »

As stated;

A. I cannot stay with NPower as they refuse to set-up payments.
B. I cannot have a prepayment meter in my property.

You will not be able to switch easily.

First - have you started an official complaint with them?
http://www.npower.com/home/help-and-support/contact-us/index.htm#complaint

'Or write to us at:
npower hometeam, Customer Relations, PO Box 7760, Burton on Trent, Staffordshire, DE14 9FX'

Start out with the point that they - by not providing an alternate means of setting up this that you can use - that they are violating the equality act 2010.

https://www.gov.uk/equality-act-2010-guidance

Then explain why you have difficulties, and what resolution you'd like.
- Perhaps for them to send out some sort of form, or letter requesting what information they require.

Saying 'but the computer only accepts telephone calls' is _NOT_ an acceptable reason for discrimination.

Send this registered, so you know it got there - leave it the appropriate length of time - and then if they have not responded, or responded negatively, make a complaint to OFGEM.

nPower

RoseUK wrote: »

Currently I'm with NPower for electricity, I had no problems paying bills until I lost my job and had a huge bill show-up on my doormat. As I'm claiming ESA and can't have a pre-payment meter set-up in my apartment I had to pay via FuelDirect (fortnightly usage, plus a little of the debt, paid directly out of my benefits)...the problem is that NPower refused to set-up FuelDirect unless I telephoned them, but I cannot use a telephone.

For the past year I've been battling to get payments set-up. I'd contact NPower via email or mail to set-up payments or to try to stop further action against me (eg. cutting off my electricity), but not I'd hear back from them for months, and then once they did reply they'd just tell me to telephone them. I'd go to CAB to get them to call NPower on my behalf only NPower would refuse to give CAB staff access to my account, and even after I sent written consent it still took about a month going back and forth to CAB to finally get NPower to allow access. Then NPower still kept putting up barriers, including them STILL insisting that they'd only set-up payments if I talked to the on the telephone.

NPower made no attempt to find a solution, they just kept ploughing forward threatening to cut off my electricity - which fortunately didn't happen thanks to CAB's hard-work, but if it had happened it would have been catastrophic given as I'd not have the money to get it turned back on and probably couldn't have gotten it back on anyway...unless I telephoned them!

Both CAB and myself have written formal complaints to NPower over this, but it's been 6 months now with no reply to that either, so obviously it's falling on deaf ears and nothing will change. I can't stay with NPower as they continue to refuse to set-up payments, and refuse to talk to me unless via telephone.

CAB's advice was to get a Charis Grant in order to get rid of any debt I owe NPower, and then to switch to another supplier - I've paid on time for three months (criteria for obtaining the grant) so I should be clear within the next few weeks.

Now...which company do I go with now??

Comparison sites suggest Co-Op as the cheapest, but I'm scared that I'll switch to another electricity company just to find I get the exact same poor service as I did with NPower, so I'll be right back to square one. Many companies claim to have services for disabled customers, but then NPower claimed this too.

Hi RoseUK,

I'm really sorry to read about the problems you've had here - it doesn't sound good. I can understand why you would be frustrated with this and looking to leave.

If there is anything I could help with at all, please let me know. You can pop me an email with the details, if you'd like? (Address is on my profile page).

Best wishes,

Adam

Nada666

Do you really want fuel direct or prepayment meters? Why do you not want to pay normally with the full range of usual options available through a credit meter? For most customers (particularly those on a tight budget) monthly direct debits on a credit meter are the easiest and most flexible option. You will have access to cheapest tariffs. You will still qualify for any cold weather or annual payments (if applicable).

Is there really a material reason why your disability makes usual payments and tariffs unsuitable?

Joyful

Nada666

Fueldirect is only another way of paying. You can still choose any tariff. This can be easier for some customers knowing it's coming from their benefit before they receive the money as it helps them to budget. It is also good if there is a debt as this will be paid back over a much longer timescale than a monthly payment plan.

Richie-from-the-Boro

Serkansus wrote: »

A really good electricity and gas comparison site is spam.co.uk I did not know about them before so I was worried about using the site, but the site is actually really good. They have many tariffs from a lot of energy suppliers like BGB, Eon and Scottish Power.

- of course they do !
- MoneySupermarket do that too