Avro Energy reviews: Give your feedback

Bendo

[Deleted User] said:

Bendo said:i

Like Avros price. Their customer service / backend systems are rubbish though.

My SMETS 1 meter has been adopted by the DCC and I know this as I can get readings from the en3rgy website.

 Based on that I asked Avro to start taking automated reads and set the tarriff correctly in my IHD. They replied claiming its not been adopted to which I again pointed out that it clearly has since en3rgy can read it.

I've pointed out that the Ofgem standard licence conditions oblige them to take automated readings and provide proper tarriff information on IHDs where an adopted SMETS 1 meter or SMETS 2 meter is installed.

Now awaiting deadlock letter and looking into how to complain to Ofgem about the breach of SLC

If they are fobbing anyone else off with not being able to take automated reads because their backend systems don't support it, quote the SLC at them.

Trust me, you will be wasting your time. Ofgem requires all suppliers to be DCC Users but it recognises that a number of suppliers still have technical issues which are preventing them from pulling smart meter readings. To do this, suppliers have to use a secure piece of software - known as an Adaptor. The Adaptor has to go through extensive testing before it can be ‘connected’ to the DCC network. Some suppliers are building their Adaptors in house and others, such as Octopus, are using a third-party Adaptor. The Adaptor software then has to be integrated into the supplier’s billing system. 

It does make a mockery of their suspension from taking on new customers until they became a DCC user. They are now a registered DCC user, but evidently Ofgem don't seem to care if they use the DCC.

Bendo

Consumerist said:

Bendo said:

. . . Now awaiting deadlock letter and looking into how to complain to Ofgem about the breach of SLC . . .

You can't complain directly to Ofgem; you have to do it through the Ombudsman.

You can, however, 'report' a breach of licence conditions directly to Ofgem at

consumeraffairs@ofgem.gov.uk

They don't respond to individual complaints but may take action if there are persistent complaints.

Thanks. I thought that would be the case. I'll send the email and see if anything comes back.

Ironically a meter reader turned up today, the gas is accessible but the Electric is in the garage for some daft reason. I couldn't be bothered opening it up and moving stuff but did point out that there is an adopted meter connected to the DCC in the and if the supplier really wants a reading they can get it that way. Obviously the meter reader doesn't care buy hey ho.

tonycarew

Just thought I'd share my rather positive experience with Avro from earlier today.
I received my renewal email from them this morning so took a deep breath and gave them a ring.
The call was answered after around fifteen minutes by a very polite and professional man called Liam.
I was happy with the quote I received for a further one years contact and renewed accordingly.
I had quite a large credit on my account and encountered no problems in requesting it be returned.
Just thought this may help anyone who's contemplating whether or not to renew with Avro

Inforapennyinforapound

As above, I have been with Avro for a few years and had no issues but there again I haven’t moved house or supplier.
The only issue I have is that they keep estimating my usage as my IHD does not automatically send readings for some reason(Smets2)

Bendo

Your IHD doesn't send reading, your meter does.  The reason Avro uses estimates is because they don't bother to comply with the licence conditions imposed on them by Ofgem and simply haven't bothered to integrate their systems.

It's a farce really.

victor2

Inforapennyinforapound said:

As above, I have been with Avro for a few years and had no issues but there again I haven’t moved house or supplier.
The only issue I have is that they keep estimating my usage as my IHD does not automatically send readings for some reason(Smets2)

I hope you send them your own actual readings each month to keep their estimates in line. 

Telegraph_Sam

Quote: "Anyway, when you recently logged on, you would have been asked to read and accept the new forum rules, as they would have changed since you were last here back in 2008.

In particular, I'd like to respectfully remind you:

"Active boycotting

We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received."

====

There is a thin line between 1. "active boycotting" and 2. relaying one's own negative feedback with the appropriate (government) health warning for others to heed or not according to their judgement. It would be nice to see MSE take note not of one but of the majority of reviews of these suppliers when drawing up their star ratings.

ABullWithYogurts

Consumerist said:

Having a debit balance is not the same as being in debt.

It is the very nature of the paying for energy by DD that your balance, at any given time, could go negative.

Avro's financial antics are their way of staying competitive. In this respect Avro have been quite successful.

They are likely to be in real trouble next summer when the regulator intends to penalise suppliers holding 'excessive' credit balances and requiring them refund all credit balances on the anniversary of account.

Traditionally, Avro has disagreed with Ofgem's interpretation of their licence conditions so I have no doubt they will find a way to 'disagree' again.

It has to be said that Avro have got away with kind of behaviour because we, their customers, have not formally complained.

Just for the purposes of accuracy, if you hold an account with a counterparty (i.e. payment is not required prior to supply of goods or services) then having a debit balance is by definition being in debt to them. They have supplied products or services to you for which payment in full has not been made. You are legally a debtor.

I entirely agree with your take on Avro's fast and loose approach to regulatory compliance though. Shady operator. If only the regulators had some teeth these suppliers might actually step up.

Consumerist

ABullWithYogurts said:

Just for the purposes of accuracy, if you hold an account with a counterparty (i.e. payment is not required prior to supply of goods or services) then having a debit balance is by definition being in debt to them. They have supplied products or services to you for which payment in full has not been made. You are legally a debtor.

However, payment of the debt has not been demanded and the account holder is not in default of the agreement with the supplier. It is general practice that an outstanding indebtedness to energy suppliers is settled by demand using a final bill.

yelias

ABullWithYogurts said:

The rules on switching are very, very simple.

If you've owed money to your supplier for 28 days or less, they cannot block your switch and must add the debt to your final bill.

If you've owed money to your supplier for more than 28 days, you have 30 days to pay off the debt before they can block your switch.

I had been in debt for more than 28 days but cleared the debt before submitting the switch request.

But something smells very wrong at Avro. They've shut down all lines of correspondance to the point where they are featuring on R4 consumer programmes.

Just for the purposes of accuracy ...

"You've been in debt for more than 28 days

If you've owed the money to your supplier for more than 28 days, you can't switch supplier until you've paid the money back...."

Source: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-in-debt/

I think you are possibly confusing the 30 day notice with the time required to await a reply from an alleged debtor by a creditor who is planning on taking legal action against you, who must allow 30 days after the issue of a 'letter of claim' before they commence legal action.
https://www.citizensadvice.org.uk/debt-and-money/action-your-creditor-can-take/if-youre-being-taken-to-court-for-debt/