New build, Scottish Power and inability to change supplier

alexpez

Hello, my first post (long time reader), pulling what little hair I have left out of my head.

I moved into a new build property last October (2015), and was told that Scottish Power was my energy supplier. I was advised by the developers not to switch before receiving our first bill, which should be along shortly.

Its the 27th of May and we still haven't had our first bill. I'm told by Scottish Power that whilst our electricity meter has been set up correctly, our account has not yet been created due to a delay in the processing of our gas meter details. Scottish Power have told me on numerous occasions that they have to do this, and will liaise with the IGT that supplies our development (sticker on the gas meter says SSE Pipelines), but this has not yet been done.

Whilst on the phone today I was informed that I couldn't switch supplier until the gas meter had been set up.

Is this true?

I feel like I'm being held to ransom over this, as without the (perceived) ability to swap suppliers we have to pay whatever Scottish Power want.

It looks like a mess from this end, and having spoken to a neighbour who got walloped with an enormous first bill (single elderly lady with a multiple four figure bill!), I would like to just get this sorted out.

Kind regards,

Alex

JJ_Egan

When you moved in did you contact the supplier and set up an account .

footyguy

Have you attempted to use the supplier's complaint procedure?

I cannot see any reason you cannot swith your electricity whenever you want.

I can see some issues if you attempt to switch your gas before the situation is resolved.

In the meantime, you should be being billed (or will be billed when the gas is sorted) on the tariff you agreed to last October
(actually you should also be able to transfer tariffs with SP too if you want - just switching your gas a supplier may be an issue)


The issue stems from the fact you have an IGT. The systems the IGT uses and those all the suppliers use are incompatable. So SP need to give the information to the IGT outside of their usual processing system.
In my experience, the IGT's usually are quite quick to respond to such requests from suppliers.
The problem then lies with the back-room staff at the supplier who doesn't load that response onto their processing system, so the typical response from the supplier to a customer is that they are still waiting a response from the IGT (since the phone-jockey cannot see any response on his system), when in fact the response is probably sitting in someones in-tray in another office.

I have heard that system compatability is not too far off now, so hopefully such issues where a customer is supplied via an IGT will soon be a thing of the past.

alexpez

When we moved in we were notified that Scottish Power was our energy supplier by the developer (Scottish Power supply all properties on the new build development where we live), and had an introductory letter saying that they (Scottish Power) were taking care of everything, and that we'd receive a Welcome Pack in due course.

We have contacted Scottish Power on numerous occasions and they have told me that until the gas meter is set up correctly by them and the IGT, they cannot create my account, and therefore cannot tell me what tariff I'm going to be on.

Frustrating.

Complaints coming up following todays calls.

footyguy

alexpez wrote: »

When we moved in we were notified that Scottish Power was our energy supplier by the developer (Scottish Power supply all properties on the new build development where we live), and had an introductory letter saying that they (Scottish Power) were taking care of everything, and that we'd receive a Welcome Pack in due course.

We have contacted Scottish Power on numerous occasions and they have told me that until the gas meter is set up correctly by them and the IGT, they cannot create my account, and therefore cannot tell me what tariff I'm going to be on.

Frustrating.

Complaints coming up following todays calls.

So did you contact SP with your meter readings - the ones hopefully you agreed with the developer on the day you moved in, when the developer gave you this info?

Unless you did, and selected an alternative tariff, you will be being charged on the suppliers deemed tariff (their mega-expensive, variable one) :eek:

You said in your OP that your electricity has already been set up correctly. :huh:

alexpez

We have a copy of a developer document signed by us and the developer showing the start readings and serial numbers of all meters.

Scottish Power tell me they have to talk to the IGT to get the gas meter set up - they refused to take the serial number and start meter from me, and can't create an account for me or put me on any tariff until the gas meter is correctly set up at their end.

And yep, they've correctly set up the electricity meter and have the correct start reading, so they have received the information from our developer.

Blackbeard_of_Perranporth

I would contact Scottish power, and while you are at it, ask fo retrospective account on DD. Then get their current June 2017 fixed deal, which in my area, is the cheapest!