British Gas owe me £3149.66. What are my legal rights?

Bluebirdman_of_Alcathays

poppellerant wrote: »

I would check the bills and check the latest one is based on actual meter readings, not estimated. You may find that if the latest one is based on estimated readings, that credit may be reduced or even increased.

Post #1 explains that the meter was read in early September.

Robin9

I've been looking after my MIL gas/ elec (and phone) bills for some years - - now have Smart meters - accurate bills

undaunted

When did it become 5 years to read a meter (ridiculous) - I thought it was 2 years (still excessive in my opinion)?

I wouldn't really say they were dragging their feet to be honest, just acting usually - though they may move a bit faster if you did get onto the press (and why stop at local? BG is a national firm & doesn't want adverse publicity locally or nationally whilst the media and / or it's money pages would probably view major co. fleecing oap as a worthy story to report upon )

macman

Unfortunately the OP's mum is technically responsible, as she has failed to submit any meter reads or check approximately 8 bills in the last years to see if they were based on actual or estimated readings. If she is elderly and not able to do that, the responsibility falls on her carers.
I agree that since no quantifiable loss has been suffered, then all she will get is a nominal goodwill payment of maybe £50. Nine days for a refund of more than £3K is not unreasonable, as it will have to be signed off at a fairly senior level. The overpayment has been in the region of £125pm for 24 months now, so will waiting a couple of weeks really cause any hardship?
I can see no basis for any other compensation, and the regulator will not be interested, as no formal complaints procedure has even been begun yet.

Cardew

undaunted wrote: »

When did it become 5 years to read a meter (ridiculous) - I thought it was 2 years (still excessive in my opinion)?

I think it still is 2 years for gas.


However the OP's mother's account is for electricity.

System

Cardew wrote: »

I think it still is 2 years for gas.


However the OP's mother's account is for electricity.

Yes and no. The derogation is that the electricity meter has to be read within the first two years of taking over supply and at five yearly intervals thereafter UNLESS the customer is deemed vulnerable (which the OP's mother would have been if listed on the priority register). Apologies for being half right. As you say, there appears not to be a derogation for gas.

https://www.ofgem.gov.uk/sites/default/files/docs/2012/12/consent-given-by-the-gas-and-electricity-markets-authority-to-british-gas.pdf

Reading the OP's post again, it would seem that British Gas has complied with the terms of its derogation.

poppellerant

Bluebirdman_of_Alcathays wrote: »

Post #1 explains that the meter was read in early September.

That's true, but it doesn't say what the bill is based on - it seems to be assumed that just because the meter was read in September, the bill was based on these readings. Nowhere in the OP can I see what readings are mentioned on the bill - ie: meter reader, actual or estimated.

mark22223 wrote: »

It was not until early September that a British Gas rep came and read her meter, then British Gas sent out an Electricity Statement mentioning that she was £3129.66 in Credit.

System

poppellerant wrote: »

That's true, but it doesn't say what the bill is based on - it seems to be assumed that just because the meter was read in September, the bill was based on these readings. Nowhere in the OP can I see what readings are mentioned on the bill - ie: meter reader, actual or estimated.

Use of words. British Gas' statements/bills look pretty comprehensive to me.

http://www.britishgas.co.uk/youraccount/discover/your-bill/understanding-your-bill.html

poppellerant

Hengus wrote: »

Use of words. British Gas' statements/bills look pretty comprehensive to me.

http://www.britishgas.co.uk/youraccount/discover/your-bill/understanding-your-bill.html

Unfortunately that doesn't tell us what readings were used on the bill. Only the OP will know this when they check the bill.

undaunted

So when did it become 5 years for electricity. I'm sure I've read in the past that was also 2 & Govt information sites are currently still suggesting so, eg

https://www.gov.uk/guidance/electricity-meter-accuracy-and-disputes

Personally I don't know how they are allowed to get away with passing the buck - their meter & bill not the customers so why shouldn't they be expected to read & bill it as any other business would?