Help needed with a complaint

Kat1980_2

Hi there, I have lodged a complaint with SSE based on a £500 bill we received. When we moved into the rented property we were told by the landlord that SSE were the suppliers so we called and told them we were moving in. They asked us what we had been paying for electricity at our previous address (£60 per month) so they said we could just pay the same at this address. We weren't told what tariff we were on, how much each unit costs, we were told nothing. We paid our £60 for the first few months then we received our quarterly bill which was about £120 so we called them and they asked us to increase our monthly payment to £70, so we did. We were in the property for a year so when we left we called with a meter reading and were sent a bill for over £500!

SSE have replied to my complaint saying: "Unfortunately, we are unable to know if a customer is not familiar with their heating system, unless they specifically contact us for help and advice. Generally, when a property is rented there is an expectation the heating system is explained by the agent or Landlord. Often this information is detailed on customers tenancy agreement."

I never mentioned anything about my "Heating System" in my complaint, I was complaining that the TARIFF hadn't been explained to us.

Sorry, I'm starting to rant now.

What I am looking for is some advice as to how to proceed with this complaint. I there anything I can use to support my case? Any advice is very welcome as I am a complete noob when it comes to things like this.

Thanks in advance. Kat :-)

P.S. I should mention we were on the Ecomony 10 tariff which we weren't told.

rogerblack

Your quarterly bill will have had details of your tariff.

spiro

You are put on the standrard tariff unless you request to be put on something different. Normally your online account or welcome letter will advise you of the tariff.

Wywth

Kat1980 wrote: »

Hi there, I have lodged a complaint with SSE based on a £500 bill we received. When we moved into the rented property we were told by the landlord that SSE were the suppliers so we called and told them we were moving in. They asked us what we had been paying for electricity at our previous address (£60 per month) so they said we could just pay the same at this address. We weren't told what tariff we were on, how much each unit costs, we were told nothing. We paid our £60 for the first few months then we received our quarterly bill which was about £120 so we called them and they asked us to increase our monthly payment to £70, so we did. We were in the property for a year so when we left we called with a meter reading and were sent a bill for over £500!

SSE have replied to my complaint saying: "Unfortunately, we are unable to know if a customer is not familiar with their heating system, unless they specifically contact us for help and advice. Generally, when a property is rented there is an expectation the heating system is explained by the agent or Landlord. Often this information is detailed on customers tenancy agreement."

I never mentioned anything about my "Heating System" in my complaint, I was complaining that the TARIFF hadn't been explained to us.

Sorry, I'm starting to rant now.

What I am looking for is some advice as to how to proceed with this complaint. I there anything I can use to support my case? Any advice is very welcome as I am a complete noob when it comes to things like this.

Thanks in advance. Kat :-)

P.S. I should mention we were on the Ecomony 10 tariff which we weren't told.

Give up & pay up!

With Economy 10 there usually is no choice of alternative tariff.
Economy 10 is not common and is usually installed where there is a particular heating system installed to suit it (hence why the email presumably refers to your heating system)

macman

As above. With E10 it's Hobson's choice. You didn't ask for a particular tariff and were placed on the default one (if not the only one) for your metering system. What you paid at another property is simply not relevant.
I think that your complaint should be with your LL, who failed to explain to you that the property was fitted with a E10 metering system that is widely considered to be the spawn of the devil. You also failed to take and submit regular readings (at least every quarter) that would have alerted you to the underestimated DD earlier.
Unless you are disputing the kWh amount billed, there is no basis for your complaint.