Avro Energy reviews: Give your feedback

AdamJK_2

Consumerist said:

MidlandsGlory said:

. . . They also seem to need confirmation you really wanted to switch. . .

Frankly, I regards this as a plus. It avoids the chance that another supplier is trying to take over your supplies without your knowledge or consent.

I understand the point of view but OFGEM provide protections against this through their compensation schemes don't they? I was given to understand that should Company B try to switch me to their supply without my approval then they become liable to pay £30 compensation to the consumer plus costs incurred by company A that they were attempting to switch from?

I don't think it's reasonable at all for a company to ignore a request to switch away that is made through the established framework. Yes, call to check and try to retain but if you can't speak to the customer then you let the switch go ahead.

In terms of an update on the move away from Avro, still no contact from them via direct email, Resolver nor any answer on the phone. All I'm getting is the usual 3-5 day automated response but no actual contact. Guess I'm just waiting out the next 3 weeks before I can escalate to the ombudsman complaints process.

I'm very much of the opinion here that I have been kept on their standard rate, therefore paying considerably more than I should, through their inability to manage the switching process. They had no grounds to object on the basis of debt given the normal operation of the account. The aim here is that I'm compensated in line with OFGEM rules for the delayed switch plus difference in energy costs and the supplier I'm moving to is also compensated in line with the additional costs they have incurred.

2010

AdamJK_2 said:

Consumerist said:

MidlandsGlory said:

. . . They also seem to need confirmation you really wanted to switch. . .

Frankly, I regards this as a plus. It avoids the chance that another supplier is trying to take over your supplies without your knowledge or consent.

I understand the point of view but OFGEM provide protections against this through their compensation schemes don't they? I was given to understand that should Company B try to switch me to their supply without my approval then they become liable to pay £30 compensation to the consumer plus costs incurred by company A that they were attempting to switch from?

I don't think it's reasonable at all for a company to ignore a request to switch away that is made through the established framework. Yes, call to check and try to retain but if you can't speak to the customer then you let the switch go ahead.

In terms of an update on the move away from Avro, still no contact from them via direct email, Resolver nor any answer on the phone. All I'm getting is the usual 3-5 day automated response but no actual contact. Guess I'm just waiting out the next 3 weeks before I can escalate to the ombudsman complaints process.

I'm very much of the opinion here that I have been kept on their standard rate, therefore paying considerably more than I should, through their inability to manage the switching process. They had no grounds to object on the basis of debt given the normal operation of the account. The aim here is that I'm compensated in line with OFGEM rules for the delayed switch plus difference in energy costs and the supplier I'm moving to is also compensated in line with the additional costs they have incurred.

Are you hoping to move from Avro to a cheaper deal, if so who?

badger09

Previously a reasonably happy AVRO customer for 3 years.
Sold house 8/1/21 and received credit balance refund (over £100) 10/2/21. So far, so good.
Moved into this house 6/2/21. Signed up to AVRO for both gas & electricity 14/2 with supply commencement date 6/3/21.

Opening electricity reading submitted 6/3. Couldn't submit opening gas reading - message 'Oops! We're currently waiting on your meter details from industry. This can take up to 7 days'

6/4 I submitted electricity reading & gas reading, but despite screen message re reading successful, gas reading did not show a few days later.

13/4 I emailed AVRO explaining above & asking when I would get accurate statement
15/4 AVRO replied asking for photos of meter readings, which I sent within hour
29/4 email from Will (Disputed Reads team) he has raised a dispute re discrepancy over estimated transfer electricity reading. He completely ignored question about gas readings.
I replied, asking for position re gas readings
30/4 AVRO replied to say discrepancy between gas readings is within industry tolerances, so they must rely on estimated readings.

No further contact from AVRO, despite my email 7/6 asking for update and accurate statements.

None of my 4 gas meter readings March - June show on my account.
I have still not received any statement whatsoever from AVRO
My account is now £436 in credit with another £109 being taken 26/6.

I've sent another email today headed FORMAL COMPLAINT. I'm reluctant to start a switch away until this is resolved but any advice gratefully received.

Consumerist

It looks as though "the industry" estimated your switch-over readings which weren't consistent with your submitted readings.

Why Avro is not recording your gas readings by now is a bit of a mystery so the formal complaint is really the only course of action you can take.

If you submitted the readings on their web site then you could try emailing them all, explaining that they are not showing on your account. Use a different subject line so you stand a chance of getting a new "ticket" number.

If you first raised this matter in your email of 6 April then the eight weeks wait required by the Ombudsman are already finished so you could submit your complaint now.

Good luck.

Anyanka1

Good luck with the "FORMAL COMPLAINT" bit, badger09:  I sent Avro two emails with exactly that phrase in them, in one trail and was told only the complaints team can raise complaints so I have to email them.  How?  I do not have an address for them plus that is a total crock:  Any CS rep can and should log a complaint any time they receive "an expression of dissatisfaction".  Wake up, Avro!

Consumerist

I would suggest using <Resolver complaints tool> so that you have a third-party record of the complaint. Then Avro can argue all it likes - all the way to the Ombudsman.

badger09

Consumerist said:

It looks as though "the industry" estimated your switch-over readings which weren't consistent with your submitted readings.

Why Avro is not recording your gas readings by now is a bit of a mystery so the formal complaint is really the only course of action you can take.

If you submitted the readings on their web site then you could try emailing them all, explaining that they are not showing on your account. Use a different subject line so you stand a chance of getting a new "ticket" number.

If you first raised this matter in your email of 6 April then the eight weeks wait required by the Ombudsman are already finished so you could submit your complaint now.

Good luck.

Thanks, I understand the first bit (though not why time stamped photos of meter readings are less accurate than Industry Estimates, but that's another discussion).

What I don't understand, is why it is taking so long for AVRO to 'agree' opening readings and generate an accurate statement of my usage since 6th March.

Even more concerning is that my Formal Complaint email yesterday morning hasn't even generated an auto response email, so seems to have gone into a black hole somewhere.

I'll take a look at the Resolver complaints tool.

badger09

UPDATE

I'd decided to give Avro until Friday before escalating.

Email this afternoon from same CS rep in Disputed Reads team. Apologised for delay. previous supplier happy to use my Elec reading as transfer read, so I now have statements from switch to 7/6/21.

Because of 'Industry estimate' we've overpaid gas for opening month by approx £27, but assume that will be balanced out when (if?) previous supplier gets round to billing us.  

Anyanka1

Your previous supplier does not have a choice about billing you as this is subject to industry rules.  From memory, they have six weeks to produce a final bill from the date of the switch plus a further 10 working days (why can't they just say eight weeks and have done with it?) to refund any credit due.  If they miss this deadline, they have to pay a further £30 in compensation, again from memory.

Telegraph_Sam

Latest post today from wakeupalarm won't open or download (for me). Deleted or "broken link"??"