National Meter Database - FAIL?

Devizes2008

Hi all,
this is my first post despite being a usual forum reader since years.
I usually find solutions to my queries so no need to post so far....

My contract with Scottish Power (SP) is now ending by end of the year and have been shopping around on several online switch engines.

Most have come with NPower (NP) as the best supplier for my needs, saving me a couple of 100 pounds in 12 months.

Switching will do it, it's easy and should be done within 17 days.... so are the rules.....

Is it really like that?

Not for me, I'm afraid.... can anyone advise what I should be doing next?

Here is what happened so far:

Called NP to do the switch. After a couple of days they sent me an email asking for my address details and meter serial numbers.

I wasn't expecting this email as I had already supplied these over the phone and the email didn't seem like an automated one either.

So I supplied those details. After another few days NP emailed me again saying that they were sorry but they could not transfer me because my details in the national meter database (NMD) were not correct according to the details I had supplied.

They even sent me an extract of what the NMD holds about my gas and electricity meters.

The Electricity meter shows my address, but the gas doesn't...or...well it a kind of does suggest where it should be found for anyone familiar with the place where I live.

It shows the town name and my (correct) plot number.

NP's email also advised me to contact SP to amend the NMD as it is their responsibility as a current supplier.

Here is were I got stuck - SP tells me that THEIR database is correct and they have no power or responsibility over what the NMD holds. They do have the responsibility to request changes to it if they see need. With my request they asked for the correct details to be put onto the gas NMD, but cannot guarantee that this will be done nor in what time.

Is this really so? Is the system failing us consumers?

I'm now stuck with SP for whenever the NMD gets my details corrected. NP is adamant in that they will not have me as a customer until that happens.

Where does the Ofgem rule come in then? they say that a customer should not wait any longer than 17 days to switch.

I cannot even blame SP for the problem because they might have requested the changes, but whoever makes these changes happen - has failed?
EDF was the first supplier here when we moved into the new build house. Who knows if it all started with them failing to request the correct details to be put onto the NMD?

Our Electricity meter (as mentioned above) has the correct details.

Any ideas of what I can do next to ensure this correction will be done ASAP, who can I chase?

It cannot be that after 6 weeks I will chase SP and they tell me that the changes have still not been applied and that all they can do it request them again?

Who guarantees me that the changes will ever happen?
Why does the NMD not get audited periodically for incomplete addresses? Or should every supplier be forced to check that the NMD has correct details for meters they use?

The system has failed me as consumer!!!!

regards

C

System

Devizes2008 wrote: »

Where does the Ofgem rule come in then? they say that a customer should not wait any longer than 17 days to switch.


C

Not true at the moment.

New enforcement rules

From this August (2014) new Ofgem rules will come into force meaning suppliers could face investigation and fines if they do not complete the switching process within a five week period (comprising two weeks cooling off period upfront and three weeks to make the switch). The rules also mean suppliers must stamp out cases where customers are switched by mistake.

The 17 day rule comes in at the end of 2014. Two weeks cooling off and 3 days to switch.

I suspect though that there will be some caveats. For example, I have seen no mention of IGTs who add a complication to gas switches. I confess that I am not sure what happens when the gaining supplier says that it has insufficient information with which to initiate the switch. As companies are likely to be fined for incorrect switches, then it is likely that the new rules will create their own raft of issues/problems/complaints.

lvf

Devizes2008 wrote: »

Here is were I got stuck - SP tells me that THEIR database is correct and they have no power or responsibility over what the NMD holds.

This is incorrect. Of course their own database will be correct, as they would have manually ensured they had the correct billing details. As the information is clearly incorrect, they can request an amendment to the details to ensure accuracy and not causing any unnecessary delays in switchovers etc.

Devizes2008 wrote: »

They do have the responsibility to request changes to it if they see need. With my request they asked for the correct details to be put onto the gas NMD, but cannot guarantee that this will be done nor in what time.

Depending on the transporter, the information for your gas meter details are most likely held on the database operated by Xoserve. SPOW should be able to communicate directly with them to have the details amended. This normally takes about 2-3 weeks.

Devizes2008 wrote: »

NP is adamant in that they will not have me as a customer until that happens.

Simple rules apply, they cannot take over the supply of a property that doesn't exist.

Devizes2008 wrote: »

I cannot even blame SP for the problem because they might have requested the changes, but whoever makes these changes happen - has failed?
EDF was the first supplier here when we moved into the new build house. Who knows if it all started with them failing to request the correct details to be put onto the NMD?

No you cannot blame SPOW if they didn't make the mistake, but you can blame them for not amending this for you. What strikes me as completely odd is that if EDF were the initial supplier, how did SPOW transfer this across with the incorrect address?

Devizes2008 wrote: »

Any ideas of what I can do next to ensure this correction will be done ASAP, who can I chase?

To put it bluntly, it will have to be SPOW unfortunately. The amendments can only be done by the existing supplier. You could try calling them or writing to them and saying that you have requested these changes on multiple occasions now and nothing has been done, and you would now like to open a formal complaint. This should be then taken over by a complaints manager who has 8 weeks to close your complaint by the way of resolution. If this is not achieved, then you have the right to take this to the Ombudsman, and for something this simple, they won't let it get that far as they get a charge for that.

martin613

Hi All. My first post.
I've been trying to switch my Electricity supplier from Scottish Power (SP) to Extra Energy (EE) since 17 November (when I got a comparison quote which showed I would save £532, the same as EE came up with) but EE refused the switch as my tariff, they said, was Economy 7 (in fact the meter had been changed [Siemens engineer) to Standard on 2 October 2014) as per the National Meter Database (NMD).
I called SP as EE said they couldn't do anything. I gave SP the new meter number as requested as they said the change had not been fully registered by them on the NMD. The rep said he would put this right asap (timescale of 7 days).
When I called SP on 6 December they said it had been put right. I then obtained a comparison quote still showing EE as the best but now with a saving of only £134 pa (as the EE tariff I was going to switch to was no longer available). I did nothing about this as I felt it wasn't going through the hassle again in an attempt to save the £134

On 18 December U Switch told me, as I was on their "notification" list, that I could save £262 by switching from SP to EE. I called EE and they told me that the change from Economy7 still hadn't been registered on the NMD and only SP could deal with this.

I called SP (an unhelpful rep who wouldn't transfer me to anyone else). She now said that if registration hadn't taken place (she said she couldn't tell if it had) this was being dealt with by their back office, who didn't speak to customers. She said that registration of changes of meters took 2 to 3 months. This compares with the statements above-"7 days" from the 1st rep and "done" from the 2nd rep.
I have no confidence in SP ever dealing with this. I guess it's not a priority for them as they would be losing a customer if they dealt with the registration at the NMD . Every day they delay is costing me money.
I have raised a complaint on this, originally on 6 December. All that I get is an automatic response saying they will deal with the matter within 5 working days. They haven't and don't from my experience

HELP PLEASE. Does anyone have any suggestions as to how I might deal with this?

Thank you
Martin613

dogshome

Martin 13 - Elec Meter changes and their registration on the regional data bases is a complex process, and although your supplier doesn't actually do the physical change, it's up to them to get the data registration right.

From you post, it seems that the delay caused by SP not doing things at the proper time has caused you financial loss - WRITE a letter headed Complaint to SP pointing out that you hold them responsible for your financial losses, which are growing with every day that passes before you can transfer to EE, and in the meantime work out just what the loss is, so you can put in a claim to SP on the day the transfer does take place

If they fail to recompense you within 56 days, send the file to the Ombudsman

martin613

Hi Dogshome

Very helpful indeed but I find it very hard to wait the 56 days in the knowledge that SP will not have responded by then, the Ombudsman will take ages to deal with the matter and also that the Ombudsman will come down, as far as he is able, towards whatever SP says. I know that the Ombudsman will never push for reimbursement in respect of my time and effort. Every day there is a further delay is costing me many £’s.

I am in fact in the course of dealing with SP according to your recommendations (great to see confirmation that I’m going about this correctly.

This morning I contacted Scottish Power on 0141 568 2003 (in BT Directory on the internet; 0800 027 0072, their normal number, did not help me-options which got me through to a lower level rep who said “I have no manager”)-nor did Say No to 0870 as the numbers I tried from the many listed were dead lines or no answer.

On 0141 568 2003 I got an extremely helpful rep. He took my problem on board. He said he’d keep control of the problem himself and would call me back later. He even gave me the name of the person responsible for my account and his own Operator’s Code ( I don’t think I should post any of these details as I don’t want to prejudice his job!).

I’ll keep you posted.

Thanks again

Martin 613

martin613

Hi again

I had got too excited. The guy from Scottish Power never did call me back (nor did anyone else) and no-one was able to connect me to him although I gave them his operator's code number.

After several more telecons with Scottish Power (and also Extra Energy) I think I've got to the bottom of it.

Scottish Power did put the correct serial number of the new Standard Electricity meter on the NMD when they changed the meter on 2 October 2014 from Economy 7. However they should also have registered the change in TYPE of meter from 02 (2 readings-Economy 7) to 01 (one reading-Standard).

This was changed, with the help of a supervisor, today. I was told that it just involved a "flick of a switch". She told me that the entry on the NMD had now been corrected.

I called Extra Energy to switch my dual fuel to them but asked them to check first if the NMD registration was now correct. The adviser told me that it still showed 02 (Economy 7). He told me that the NMD was only updated on 15th of each month for the previous month's changes.

Extra Energy agreed that the best for me was to call them on 16th January to see if the NMD had been correctly amended as Scottish Power have said it has been.

I'm now carrying this forward. I will not be beaten!

Still no reply to my complaint on this subject.

martin 613

chanz4

prepare for fun and games with extra, they are old npower management that were made redundant.