npower meter and bill issues

faun

Having real issues with npower we had our gas meter changed in 2012 we have had our meter read by siemens several times in those three years. Anyway we had £1008 credit so i rang npower to get it back thats when the problems started. They said my metre readings were wrong as they had a higher number so i had to make several calls over the last month to finally find out they had been estimating and charging for my old meter. So after giving new readings serial codes and all sorts they said they would review and amend my bills since meter was changed. So now instead of being £1008 in credit i owe them £1850 and they want £550 a month till it's paid. I can't afford this and it's their mistake they had the reading from the meter reader every 6 months and didn't work it out until i contacted them multiple times. Is there anything i can do or do i just have to pay it? Any help or advice would be so appreciated.

dogshome

You are the second customer to report that n'power failed to notice a meter change for several years, this month

Your Ace in the Hole is the card that the meter change crew left with you, which states the reading on the old meter as it was removed and the reading on the new meter as it was installed - With this and your present reading you can work out precisely how much gas you've used since the change.

It's likely that your new gas meter is a 'Metric' model, whilst the old one was 'Imperial' - Look at the meter, if it's Metric it will be marked m3 and each meter unit delivers close to 11.2 Kwh of gas - On the bill divide the No. of Kwh charged by the meter units used, if the answer is close to 31.5 n'power are charging you for the wrong type of meter.
Forget the phone and WRITE a letter headed Complaint

faun

So spoke to cab and they have told me as they are charging all the way back to 2012 they are in breech of back billing regs. The meter reader has been several times in that period and they didn't notice until i contacted them. They advised me to ring complaints and make them aware that back billing under these circumstances is against the rules so i have just done that. They are keeping my dd at the old rate instead of the eyewatering £580 a month they want until the issue has been resolved. I'm arming myself with all the knowledge i can get and have an appointment at the cab for a full discussion on monday.

naedanger

faun wrote: »

So spoke to cab and they have told me as they are charging all the way back to 2012 they are in breech of back billing regs. The meter reader has been several times in that period and they didn't notice until i contacted them. They advised me to ring complaints and make them aware that back billing under these circumstances is against the rules so i have just done that. They are keeping my dd at the old rate instead of the eyewatering £580 a month they want until the issue has been resolved. I'm arming myself with all the knowledge i can get and have an appointment at the cab for a full discussion on monday.

It sounds like CAB are being helpful.

If you want to read the back billing code for yourself it is here:

https://www.energy-uk.org.uk/files/docs/Industry%20codes/Code%20of%20Practice%20for%20accurate%20bills/code_of_practice_for_accurate_bills_-_back_billing_for_domestic_customers.pdf

The underlying principle, which is compulsory for the utility suppliers to follow, is "If your supplier is at fault, it will not seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued."

Personally I would send npower a complaint by email (that they have ignored the back billing principle) and keep all correspondence in writing. However as CAB have said you should call the company I suggest you get a name or reference from the person you speak to, and then send npower a follow up email setting out what was agreed. This is so that you can evidence later what was said in the event that you have any problems.

Npower's complaint policy is here:

https://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

faun

Thank you for the link to the back billing regs, sub clause 5 covers me by the looks of it. They changed the meter august 2012 and i have provided readings since and had the meter reader round to read the meter as well. They have been estimating my bill since then and haven't noticed the readings were wrong.

naedanger

faun wrote: »

Thank you for the link to the back billing regs, sub clause 5 covers me by the looks of it. They changed the meter august 2012 and i have provided readings since and had the meter reader round to read the meter as well. They have been estimating my bill since then and haven't noticed the readings were wrong.

I suggest you draft a complaint (to be sent by email) to npower stating that you are complaining that they have failed to manage your account properly and have failed to comply with the back billing code, and quote the relevant sections. State what you require them to do to put matters right.

Then show the draft to the CAB when you have your appointment. By sending a written complaint you have the opportunity to take your complaint to an independent ombudsman if npower do not resolve the matter to your satisfaction within 8 weeks.

nPower

faun wrote: »

Having real issues with npower we had our gas meter changed in 2012 we have had our meter read by siemens several times in those three years. Anyway we had £1008 credit so i rang npower to get it back thats when the problems started. They said my metre readings were wrong as they had a higher number so i had to make several calls over the last month to finally find out they had been estimating and charging for my old meter. So after giving new readings serial codes and all sorts they said they would review and amend my bills since meter was changed. So now instead of being £1008 in credit i owe them £1850 and they want £550 a month till it's paid. I can't afford this and it's their mistake they had the reading from the meter reader every 6 months and didn't work it out until i contacted them multiple times. Is there anything i can do or do i just have to pay it? Any help or advice would be so appreciated.

Hi Faun,

Thanks for your post. The information provided is correct however if you wish to chase this up and wish for us to look into this further please contact us using the contact information on our page.

Regards Steve:)