SSE and Feed in Tariff - advice please

100mel

Installed solar panels in December 2015 having previously had energy survey and draft EPC in 2013 to ensure that property met requirements. All certificates, forms etc sent to SSE. They did not deal with them for some 4 months - responses such as " we only have one person dealing with this etc". They then advised that because my EPC was draft and not registered they would only pay FIT at lower rate. EPC then immediately registered which it would have been at time of installation had I known. Despite this no payments made on any tariff reduced or otherwise merely letters requesting the same information and declaration forms which had already been sent by recorded delivery on 3 occasions. Complained to Energy Ombudsman - absolute waste of time - took months. They then advised that SSE had no failings in customer service but asked them to resolve matter of tariff and payments. Yet again another form - an exact repeat of all those sent previously - duly completed. Nothing. Letters to customer service, Feed in Tariffs Bureau etc plus Energy Ombudsman - all without response. So really grateful if anyone can advise what I can do next in an attempt to get any sort of Feed in Tariff paid ?

footyguy

100mel wrote: »

Installed solar panels in December 2015 having previously had energy survey and draft EPC in 2013 to ensure that property met requirements. All certificates, forms etc sent to SSE. They did not deal with them for some 4 months - responses such as " we only have one person dealing with this etc". They then advised that because my EPC was draft and not registered they would only pay FIT at lower rate. EPC then immediately registered which it would have been at time of installation had I known. Despite this no payments made on any tariff reduced or otherwise merely letters requesting the same information and declaration forms which had already been sent by recorded delivery on 3 occasions. Complained to Energy Ombudsman - absolute waste of time - took months. They then advised that SSE had no failings in customer service but asked them to resolve matter of tariff and payments. Yet again another form - an exact repeat of all those sent previously - duly completed. Nothing. Letters to customer service, Feed in Tariffs Bureau etc plus Energy Ombudsman - all without response. So really grateful if anyone can advise what I can do next in an attempt to get any sort of Feed in Tariff paid ?

I'm sorry, maybe I have not unbderstood you correctly. Are you saying you have been to the ombudsman twice over this? :huh:

When you initially complained, it was in relation to poor customer service and an issue over the tariff/payments.

Unfortunately, the ombudsman did not side with you over the poor customer service part of that complaint. There's not much more you can do about that.

In relation to the issue over the tariff/payments, what exactly was the complaint, what was your requested solution, and what actually did the ombudsman propose (and presumably you agree to)?

You need to make sure you are fully happy with any proposed resolution offered by the ombudsman service, and if necessary, ensure it is nailed down precisely. Woolly resolutions like 'supplier to resolve' are not appropriate as the supplier has already given you their resolution (or failed to respond at all) in order for the ombudsman to consider the complaint.

If you are not happy with any proposed resolution by the ombudsman service, you should not agree to it. I ccept, the ombudsman service can sometimes leave their initial resolutions ambiguous, but are always willing to tie it down more if/when they are challenged (before you agree)

You need this resolution specified as tightly as possible, as you may come to rely upon it later when you wish to claim the supplier has not acted in accordance with the ombudsman's resolution which you accepted.

If you believe the supplier has not carried out the resolution as you agreed, the ombudsman service would have told you what to do about it. (i.e report it to the ombudsman service)

If the supplier has carried out the resolution, then I'm afraid you cannot do any more about it as you accepted the proposed resolution in full and final settlement of the complaint raised.

100mel

The Ombudsman Resolution was that SSE were to implement the appropriate procedure for the payment of the FIT from a given date. I accepted this as a way forward. Following this SSE then sent me another copy of the declaration form which I duly completed for the third time and returned with all accompanying copy paperwork to try and avoid yet further delays. This is where I am now stuck in limbo - whilst I accepted the resolution proposed and complied accordingly from my end in actual fact the resolution has not been complied with by SSE - that is my issue

footyguy

100mel wrote: »

The Ombudsman Resolution was that SSE were to implement the appropriate procedure for the payment of the FIT from a given date. I accepted this as a way forward. Following this SSE then sent me another copy of the declaration form which I duly completed for the third time and returned with all accompanying copy paperwork to try and avoid yet further delays. This is where I am now stuck in limbo - whilst I accepted the resolution proposed and complied accordingly from my end in actual fact the resolution has not been complied with by SSE - that is my issue

So have you contacted the ombudsman service about this alleged lack of compliance by the supplier?

100mel

Yes I have sent them another letter together with copies of my correspondence sent to SSE.

footyguy

100mel wrote: »

Yes I have sent them another letter together with copies of my correspondence sent to SSE.

I'd have suggested calling or emailing them for a quicker response and clarification as to what they will be doing about this non-compliance.

But no worries, I'm sure the ombudsman service will be back in contact with you as soon as they get the letter