Scottish Power - account issue not resolved for over a year

Gregpeace

Hi - can anyone please give me some advice?

I moved house last July and tried to migrate my Scottish Power energy accounts to my new residence via their online process on their website. The migration failed to work - I'm not being billed at my new house although my energy supply is on. I've repeatedly attempted to resolve the issue through numerous phone calls to their customer service departments and emails. When I get through to the right department they always sound helpful and promise to resolve the issue within a week but nothing happens. It's been over a year now without a bill. I'm worried about receiving a massive bill which I won't be able to pay and I don't think it's fair as I've effectively been locked into a price plan which I didn't agree to for a year. What do you feel I should do? Has anyone been in a similar position ?

Best wishes

Greg

twig1_2

http://www.dailymail.co.uk/money/news/article-3173230/Complaints-energy-firms-rise-despite-new-sanctions-forcing-provide-free-power-gripes-aren-t-dealt-time.html
Have similar problem with them.
Looks like we are due free energy. How they can work this out with their billing machine god only knows.
Have you got a complaint number? Have you complained to the ombudsman?

System

Gregpeace wrote: »

Hi - can anyone please give me some advice?

I moved house last July and tried to migrate my Scottish Power energy accounts to my new residence via their online process on their website. The migration failed to work - I'm not being billed at my new house although my energy supply is on. I've repeatedly attempted to resolve the issue through numerous phone calls to their customer service departments and emails. When I get through to the right department they always sound helpful and promise to resolve the issue within a week but nothing happens. It's been over a year now without a bill. I'm worried about receiving a massive bill which I won't be able to pay and I don't think it's fair as I've effectively been locked into a price plan which I didn't agree to for a year. What do you feel I should do? Has anyone been in a similar position ?

Best wishes

Greg

You cannot migrate your account to a new property. The energy is being supplied by the existing supplier under a Deemed Contract. Have you contacted the existing supplier with a meter reading, and provided them with your contact details? You could then have switched back to your old supplier.

If you have heard nothing for a year then I am afraid that any bill you will get will be on the existing supplier's standard/variable tariff.

From Ofgem:

Schedule 2B paragraph 8(1) of the Gas Act and Schedule 6 paragraph 3(1) of the Electricity Act, respectively, provide that where a supplier supplies gas or electricity to premises or a consumer otherwise than in pursuance of a contract, the supplier shall be deemed to have contracted with the consumer for the supply of gas or electricity from the time when he began to supply that gas or electricity. Typically a deemed contract will occur where a customer moves into a new property and has not agreed contractual terms with a supplier who is supplying energy to that property or where a fixed term contract expires and there are no explicit provisions for terms and conditions for the period immediately after expiry.

Cardew

Welcome to the forum.


Above post is spot on.


When you move into a new house, under the Electricity Act you are on a legally binding contract with the existing supplier to that house. This is so you can move into a house and use gas/electricity straight away. Years ago it could be disconnected when the old occupiers left.


Normally there will be an envelope addressed to 'The Occupier' however it is your responsibility to contact the existing supplier and set up an account. Only when this is done, and you have cleared any outstanding charges, can you instigate switching to SPower.


Also, as said above, you will have automatically been put on that supplier's most expensive standard tariff. It might therefore be worth asking that supplier if, as a goodwill measure, they will place you on a cheaper tariff and backdate it to your date of occupation. That could save you several hundred pounds.


Obviously you shouldn't mention you intend to move to SPower. In any case you cannot switch supplier until you have cleared your debt with the existing supplier. They will normally let you pay off your arrears over, say, 12 months.

System

Thanks Cardew. I do think that it's a bit naughty that SP didn't bother to tell the OP what the problem was with the switch.

For the OP's information. The Deemed supplier is likely to have blocked all requests made to switch as they didn't have your contact details for final billing. As Cardew has stated, there is logic behind the Deemed Contract regulations.