Stuck with Scottish Power

artistsonly

At the beginning of August, my husband and I purchased a flat with electricity supply only (no gas). The flat used to have storage heaters and an immersion boiler which we have now fully replaced with an electric combi boiler and connected hot water radiators. As a result of this change, we are no longer in need of the dual-metered ‘Comfort Plus Control’ system which is in place.

Initially we sought to leave Scottish Power for a different electricity provider - Flow Energy - and one meter was wrongly transferred without the other (an error which Scottish Power should not have allowed to take place). Eventually Flow sent the account back to Scottish Power on October 24th 2014. Through this period I called Scottish Power many times to try and get an update on the status of the account, but nobody was ever able to help.

Since the end of October I have been trying to have the dual meter removed so that we could be put onto flat-rate metering. When I was finally contacted by the metering team, I was repeatedly advised that my MPAN numbers are part of a set which are not being picked up by the system on the end of the metering company. I have been told I have to wait until they fix this system for an appointment to be made.

Now, through all of this time I have been using my new heating system and hot water and at times this uses 8 kilowatts per hour. On the tariff which I have inherited upon buying this flat, this is costing me a huge amount of money. On average I have calculated this is about £6.25 a day, and more if it is cold out or there's extra laundry. This is an untenable situation and I feel I am being held hostage by Scottish Power to this account.

I have written to them to request that they replace the meter free of charge and allow me to leave. Any other ideas as to what I can do to try and get this sorted? Disconnections aren't budging and my bills are only going up now we're into winter.

Thanks for any help!

sheffield_lad

artistsonly wrote: »

we have now fully replaced with an electric combi boiler and connected hot water radiators.

Ouch, that is just about the most expensive heating system you can get.

You are always going to have larger than average bills with this system but I would try to get on an alternative ASAP.

Maybe contact the rep who often frequents this bb. Look at insulating the property as much as possible (the EPC should point you in the right direction). Maybe get the system replace with storage heaters which will bring down your costs.


GL

artistsonly

sheffield_lad wrote: »

Ouch, that is just about the most expensive heating system you can get.

You are always going to have larger than average bills with this system but I would try to get on an alternative ASAP.

Maybe contact the rep who often frequents this bb. Look at insulating the property as much as possible (the EPC should point you in the right direction). Maybe get the system replace with storage heaters which will bring down your costs.


GL

Unfortunately there is not much scope for insulation, as we are on the 6th floor. So we'd pay a lot for scaffolding to have cavity wall insulation.

I knew this system would be more expensive than average when I had it installed, but it is worth it to have immediate hot water on demand and a properly operational central heating system with a thermostat. It works very well for us, I just need to be on a compatible tariff.

My main concern here is to get my meter replaced so I can get onto a single tariff and leave for a different supplier.

spiro

Contact them and remind them this is cover by an OFGEM standard which I think gives them 2 weeks to complete the work.

artistsonly

Just thought I would update on the current status of this complaint. I went through the full Ombudsman process and was promised a set of requirements for resolution, which Scottish Power have now been unable to fulfil.

As a result, I received a letter today promising to write off all bills from October 2014, through until the point that Scottish Power is able to change the meter. I will also receive £75 as a goodwill gesture.

In the meantime I discovered that one of my relatives had the same problem, but with a gas meter in her home. She had over 12 months of bills refunded plus a goodwill gesture.

So, I am expecting that this is quite a far reaching problem with their metering and that there may be many others who have the same issue. I recommend going through the Ombudsman to seek resolution.

artistsonly

Another update to say that SP tried to claim resolution of my case with the Ombudsman but they have still not resolved the issue with their computer system in order to change the meter.

So, still in limbo with all of my electricity charges being written off each month. The Ombudsman have now instigated a second claim to find out why resolution has not been forthcoming.