Electricity debt through incorrect monthly billing.

Al_chemist1

Can somebody help me with regards the back billing system for electricity bills?

We have been with the same supplier for three years, in this time we have provided meter readings and been told that we do not need to alter our monthly payment as it is sufficient for our level of consumption.

We are not the best with paper work, but have examples of three readings in the last nine months (and recollection of others further back).

We received a bill at the beginning of December informing us that we were £680+ in credit and that they were pleased to inform us that our monthly payment need not change.

Having called them to ask if we can claim the money back, we were told that we were in fact £1200+ in debit and could they have another meter reading to confirm this. Standing at the meter they were told the figure, then followed a 35 minute conversation confirming and re-confirming the number over and over resulting (despite this being as plain as the nose on my face) in them asking if we could send a photo of the meter to the company in question........

We have today received a statement to the effect that we are now £1360 in debit and that our next monthly payment (which hasn't changed!) will be taken out on the 20th of this month.

Now, my understanding of the back billing code, in particular sub-clause 7 is that we may be in a position to have this figure reduced (although this is the first exposure to the billing code I have had as it has never come up before).

Can anyone tell me if this is the case and if so, how do we go about actioning this? I assume it may be as simple as ringing the provider and discussing it, however I am reluctant to "show my hand" until I am sure of the procedure.

Many thanks in advance.

Bark01

Back billing only applies if they have not billed you. As they have billed you, albeit incorrectly it doesn't apply.

Best you can hope for is a good will payment.

DD's are often only automatically reviewed once a year so you can build up a big debt before they change. You can ask your supplier to amend it though

spiro

Do you have a digitalmor dial meter? Unless you have read exactly how to read a dial meter loads of people can get it wrong. This is probably why they want a photo.

Cardew

As stated above, dial meters can easily be read incorrectly as the alternate dials run clockwise and anti-clockwise.

The back-billing provision is only one part of the code for accurate bills,

http://www.energy-uk.org.uk/files/docs/Industry%20codes/Code%20of%20Practice%20for%20accurate%20bills/code-of-practice-of-accurate_bills.pdf

Much will depend if you gave accurate meter readings and/or the bills were based on estimated meter readings and that you checked those estimated readings against actual readings.

It is important to check the accuracy of meter readings used
on your bill, including estimated ones.

To have a discrepancy of around £2,000 over a 3 year period is strange.

[Deleted User]

Excellent advice on dial meters.All the big mess ups occur when they align on borders. Any on borders, check the dial to the right which will tell you whats what. Pointer before the zero its the lower figure, after its the higher. If the dial to the right is also on a border then its the next one on the right to use and work back.

btr30

Being in debt by £1200 pounds over three years equates to an underestimate of 10,000 kWh. Which is approx the total consumption of an average house over that period (assuming non electric heating)
It could be possible that the supplier has assumed a meter clock where in fact it hasn't happened. If you think this is the case take regular readings to work out daily consumptions, and if confirmed, go back to explain that it is not possible to use this additional power over that period
If consumption is genuine it will have to be paid for.

Al_chemist1

Thanks all for your replies.

The meter is not a dial (in as much as a clock face type dial), nor is it digital, it is a side by side (what I would call) counter style, I'm afraid I don't know the technical name. The numbers are very clear, including the different coloured far right counter.

I probably should have mentioned, it is Scottish Power who a lot of people seem to have problems with....

As mentioned, they were given readings at least at three month intervals with paperwork for last year.

What I don't understand is, if they were given readings, said we were in credit but didn't need to change our monthly payment, how did they manage to get us in debt by so much between the end of Nov 2014 and Jan this year and still say that our monthly payment is sufficient. It smats of computer generated buffoonery, which I am getting stung for in a single hit.

Its annoying because if we were using more power (even double over three years) I would have been happy enough to have paid it over time, it is being told otherwise and a big chunk that is the problem.

If the back billing rules (sub-clause 7 or otherwise) don't apply, is there anything we can try? We have complained over the phone, my next point of call (at the weekend, when home from work) will be a written complaint. The woman on the phone was unable (or willing?-bit cynical) to explain the situation or put us on to someone that could.......

Cardew

You can pay back over the time that the debit balance built up; however IMO you do have grounds for a reduction in your bill.


You haven't answered the crucial question, which was 'were your bills based on estimated meter readings'. I suspect they were!


You need to understand how this might have happened, despite you sending in correct meter readings.


The all seeing all knowing Computer in accounts produces an estimated reading when a meter reading has not been received. That estimate is based on previous consumption.


If that is an under-estimate and is not challenged by the customer, it will carry on giving even greater under-estimated bills until such time as it receives an actual meter reading.


The important point is that if an actual meter reading is given that the computer program 'thinks' is a mistake, it will ignore that reading and substitute an estimated reading. Once you reach this point it will continue to ignore actual meter readings until there is human intervention. A point that you have reached! Your actual meter readings will be thousands of kWh more than the Computer 'thinks' is possible and hence will be ignored.


Your best bet is to quote section 2.2 and 3.3 of the guide:

2.2 Where a valid read has been obtained this will be used to
improve the accuracy of your bill /statement.

3.3 If your supplier does not have an actual or customer reading
they will send a bill based on the amount of energy you have
historically used, or based on average amount of energy used
or are forecasted to use.

I suggest you complain on those grounds i.e. you regularly provided actual meter readings. I would turn a blind eye to section 2.3!

spiro

It help people look into this if you post a list of the meter readings (date, reading and type estimate or actual) from as many bills as possible (ideally several years worth). You could also intersperse the ones you submitted.