Meter mix-up

ChumpusRex

Hi. I bought a nice flat just over 2 years ago. However, it became clear shortly afterwards that all was not well with my electricity bills. After about a year I investigated and found that the meters in the block's meter room were all jumbled up (i.e. the flat number written on the meter bore no relation to which flat it was actually connected to).

I subsequently identified the meter serving my flat, confirming correct identification by disconnecting the main switch attached to the meter and seeing that it killed all power to my flat.

Since then, however, getting Npower to acknowledge the problem is about as effective as talking to a brick wall.

It's been 1 year now since I first reported the problem, and there still seems to be no end in sight. I haven't the faintest idea how much electricity I'm using.

I've had multiple appointments for a meter operator to attend to trace the meter, but none have ever shown, resulting in me wasting several days of leave from work. When I complained, there is absolutely no record in Npower's system of any these appointments ever having been made.

Additionally, I've not had a single word of correspondence from them, despite multiple phone calls, a written request for the problem to be solved, and even in response to a formal written complaint. The complaint is now with their 'executive team', so I haven't yet given up hope.

Energywatch have told me that my complaint doesn't qualify for their help, although they do seem to have referred the complaint back to Npower.

My questions are as follows:
1) What compensation is available, or should I specifically ask for? I did ask once for compensation for a missed appointment, and was told they would offer £20 - but I've not seen any sign of it.

Are there any regulations that require a meter problem to be investigated promptly, or for customers to be kept informed of an ongoing investigation?

2) Given that this Npower have been aware of the discrepancy for over 1 year and have failed to correct it, would any attempt to recover underpayments be bound by the rules of limitations?

If I have overpaid (and I suspect I have over paid significantly - probably £400 over) could I reasonably ask for statutory interest, as the problem has taken an excessive time to resolve?

3) Would it be a good idea to change supplier now? Would I have any chance of getting my overpayments back if I change?

Terrylw1

Hi,

I understand your frustration but don't change Supplier yet or you'll have a problem with each one! Until the meter issue is resolved, it will be ongoing with any Suppier you go with.

Basically, this issue has been caused by the private electrician who did the work. The Supplier would get the tails to the meter fitted by the builders request so it's not the Suppliers fault as they would know anything about it until you identified it.

However, you have lots of customer service issues with them.

Ok, for EVERY visit from an engineer - if you requested a specific appointment and agreed a date, they have to give you £20 compensation for EVERY failed appointment which is covered under Ofgem's Guaranteed Standards Of Service (GSOS) which forms part of the Suppliers licence. If they then fail to giev you this payment within X days (I can't remember offhand whether it's 10 or 20 days???, it should be on the Ofgem site under GSOS somewhere) then they have to give you another one off payment of £20 for each failure to compensate you. This will rely on them having a record of the site visit requests or it will come down to an argument.

As far as what Energywatch have stated, thats sounds like complete rubbish. You have a legitimate complaint which your Supplier ihas failed to resolve hence you have a right to complain to them or the regulator. Could it be that they hav said to wait until you hear back from the execs team since thats who they will probably write to anyway???

On your meter issue - this is a very very tricky problem. Your Supplier is under no obligation to "trace" for you, thats your problem as it relates to third party equipment i.e. stuff connected to your fuse box, tails to the meter which are all down to private electricians. However, Npower do supply that service to the Yorkshire region due to an old agreement with one of their Agents. Are you there by any chance? If not, all they can do is check the meter details/readings/address etc of the meter.

The tails need to be changed, potentially in several flats to sort this. Your Supplier may not be able to do that either if they don't supply the affected meters. Thats the tricky part. If your tails are in a meter to another Supplier, they cannot affect the other customer without agreement from the other Supplier! Sometimes, it's easier for the Meter Operator Agent to sort this as they may be the appointed company to service both meter points.

After this is corrected, they will then need to estimate your usage over the period you have been in the property. They will do this by (most likely) you providing readings over 7 days or loneger and then just going for a backdated estimate. Then your payments can be adjusted and you will know exctly where you stand.

Honestly, this is a really nasty one for them to resolve as a lot of it is out of their hands. So, expect a lengthy delay.

Good luck

Terrylw1

Another point I forgot to mention.

You have no way of working out what you are using. However, if you get on with your neighbours could you possibly find out who's flat you are connected to? If they have been there a similiar time, they will have your consumption on their meter. Was the building new when you moved in?

If so, the meter recording your actual consumption will have a tag on it with the opening reading.

You can even tell your Supplier the meter number which should speed things up. Also, you can then at least monitor your own consumption with the help of your neighbour.

Maybe even their bills over the past 2 years would help you. It's important for your neighbour to know since they will have the same problem so maybe they would be willing to sit down and look through the bills anyway since your bills would cover them. It's worth a go.

This would influence your Suppliers attempts at billing you.

Is that possible???

ChumpusRex

Thanks for the information.

I understand what you say the builder's fault. Believe me, mixed up meters aren't the only problem. I, myself, had several storage heaters mis-wired, other residents have had their heating connected to a neighbour's controller, etc.

To your points specifically:
1. I was given 2 separate dates/times for appointments. Neither were kept. The supplier has no record of either appointment, and my request for compensation has gone unanswered.

2. My mistake. I in my anger had misinterpreted the letter. Essentially, their letter goes on for a page explaining why, because I first had a problem after July 2006, I should instead take this complaint to the ombudsman. Although, in the final paragraph, they do offer to take up the complaint if I don't want to take it to the ombudsman. To be fair, my complaint isn't so much about the meter issue as I understand it's a huge problem. Instead it's been with the fact that I've had to report the issue multiple times, had multiple missed appointments, had zero correspondence, no information even when I phone the specialist 'crossed meters team', and then all of a sudden they arrange an appointment for me without telling me (I found out by chance I had an appointment the following week when I phoned to complain - I rearranged the appointment, but this was apparently recorded as a cancellation, not a rearrangement - so the next appointment was missed as well), and finally, despite having a 'hold' on the account and not sending me any bills, they were still regularly increasing my direct debit payment (first from £35 to £50, then to £75).

3. I do live in Yorkshire (so in Npower's indigenous territory). Essentially, they have told me that they can't do anything until they 'trace' the meter. To me, tracing seems to be a trivial problem, but that doesn't mean they'll believe me. Failing that I've been told it needs to be a meter operator who traces it.

4.Last time I checked, the mixed-up meters were both supplied by the same supplier, as I was able to get the customer service rep to give me the address that was getting bills for the other meter (based on the meter numbers). Unfortunately, the occupants appear to be students on short lets, so they're away much of the year, and then a new lot has just arrived. The previous lot weren't in the least interested in helping out (presumably because I was getting their £75 a month bills, and they were getting my £25 a month ones).

5. It's a reasonably new building, so all the meters were 0 when installed. However I moved in 3 years after the building was finished, so I wasn't the first occupant. And, of course, as I didn't know about the problem, I didn't have a meter reading for that meter. I really hope that the meters don't need new tails - that seems like a lot of expense. I'm guessing that all it would really need would be some new labels on the meters, and an update to the MPAN database. Or, is that not the done thing?

6. Unfortunately, what I've not done is take regular readings from the other meter. For security reasons, the meter room is kept securely locked and only management normally have access. As a result I haven't made regular requests to management for meter readings for both the contested meters.

SwanJon

If they hold out on the compensation, you could ask about calls being recorded, then ask for copies of them under the DPA, this would show the agreement to come round.
As they can only charge you £10 for the information request and it is going to be consideravble effort for them, they may find it easier to believe you.

Terrylw1

Hi,

I response to your points:

1 - it could just be an incompetant or badly trained person in the call centre. So, speak to a manager. At the end of the day, you will need one because if they cannot find a record you have been duped by the call centre not wanting to do it for you. So, a manager (or maybe the execs team) could auithorise a gesture of goodwill.

2 - the crossed meters team is the right team to help (or the other I suggested) but if they send out a visit they should send a letter to you to inform you which is just common sense. I think the complaint is as you say more about their mis management of your issues and they should address that in compensation after they have resolved your meter problems.

3 - You are lucky you are in Yorkshire otherwise you would be made to pay a private electrician for this. There is no obligation on Suppliers to do traces anymore. it's the Meter Operator that refuses to do them, not the Supplier. In your case it is supported. The Meter Operator will send out an engineer who will do exactly what you did, turn things off and back on. This will tell your Supplier that you are correct and will back you up.

4 - Thats very good news because it means the engineer will be able to knocj the door as ask to do the trace with their property (if there is anyone in). The customer service rep breached the Data Protection Act in doing that, but at least it helped you! The landlord should be interested since whenthe students are not there he/she will be getting charged for your constant usage. Maybe it's worth getting in touch somehow to help you resolve it since he/she has the same problem and may get debt collection letters for a vacant property based on your usage. The students wouldn't question it with that low usage, they were probably very happy. Some tenancy agreements include utilities so the landlord maybe the one doing that?

5 - The tails just need to be swapped and re-labelled. The engineer can swap the tails (private electricians are not allowed to connect them) ask him about the labels, you may need to do that if not. Make sure it's done though or this issue could revert back if someone changes them back thinking they are correcting it! Don't worry about the MPAN side, your Supplier will tackle that. The MPAN is registered to the meter point & property address, not the meter. The engineer will set in motion everything to correct the meter number held with your Supplier, the Meter operate, data Collector (meter readers) and MPAS (Local Distributor - YEDL for you). The fact that the meters were all installed at 0 at the same time is a bonus. All the Supplier needs to do is estimate based on the current meter redaing how much they would expect though the years to get you an opening reading. Since this will reflect the previous owner, it would be wise for you to take your readings and monitor this. Then if you think it' unreasonable, you could challenge it (you work be better off, which would be in the case of the previous owner being a heavier user than you)

Can't why you couldn't convince the building managers to give you a key since they've caused a lot of this by not managing the building contractors correctly.

Is there someone onsite all the time so engineers can get in? If not, they may have supplied a key to the local Meter Operator so they gain access when needed. If not, the Meter Operator cannot gain access without them being there for your trace job.

Some flat management companies do that, but it's actually illegal to block off access to the meter since it's not their property. Meter Operators don't tend to bother much but after 2 years it becomes a safety concern and they can request a Rights Of Entry warrant. Thats why they usually have someone onsite or issue them a key or tell them to go to a certain flat where the key is held.

Good luck

ChumpusRex

Thanks for all the help.

I despair with these people, it's like speaking to 5 year olds.

I hadn't yet had written confirmation of the appointment I'd arranged with the 'empowerment' team, so I thought I'd better ring to find out what was happening.

Turns out that the appointment had in fact been booked for a completely different day, at an unsuitable time. How nice of them to tell me!

Terrylw1

Well if you agreed to a date and they changed it and didn't inform you...£20 to you...thats if the visit occurred without your knowledge that is. If you rang up before it happened they have covered themselves as ong as they have given you at least a days notice.

ChumpusRex

Thanks, Terry, for all your support.

Just to let everyone know that there has been some progress - the meter operator did turn up. Albeit not during the 2 hour appointment interval that I had exceptionally been given by a member of the 'empowerment team'.

He didn't inspire much confidence. He seemed to think he was there to read the meter attached to my bill. Although, I had left keys with management so that he could get in, etc. I doubt he would have managed to do the correct thing without supervision. In the end, I pointed out my actual meter. He took a reading from that meter and left. No checking or anything!

As I don't current qualify to take my complaint to the ombudsman (depending on what I regard as my complaint, the complaint is either too old to qualify, or too recent - and npower have acknowledged none of my written communications, so it's difficult to know where I stand), I contacted energywatch again. I got a short 1 line letter back basically saying: You need to contact the ombudsman.

So, I'm basically stuck. And I guess the only thing to do is wait, until npower's time limit in which to deal with my re-complaint expires and then go to the ombudsman.

Terrylw1

No probs, help where I can on this complicated issue.

They will have asked the Meter Operator to visit and confirm the meter details and a reading. Thats standard procedure. However if he didn't know about the tails being labelled incorrectly, he would just return the meter details which match what Npower already have, hence no change.

So, he failed to meet the 2 hour timeslot. So, claim your £20 off Npower then who will claim it back off the Meter Operator. They have X days (see my other thread) to pay that or you get a 1 off additional £20.

I think you now need to speak to them. They get the details back within 10 WD's but it sometimes takes 20. You can then discuss the result.

Before de-reg, these visits would return on a meter sheet with lots of info but thesedays it's all data flows and they can only fit so much on.

I've seen these cases have a visit 4 or 5 times and it just come back with "the meter details are" which doesn't tell the Supplier anything for them to help you.

You mentioned before that you are in Yorkshire (am I correct?), in which case they can arrange a trace job. It's very clear that this visit was just an meter detail chck, not a trace. So, I think if they state there is nothing wrong, ask for a trace job. That engineer would spend time checking equipment other than just the meter.

On the complaint side, write to the MD or Billing & Collections Director who would own your complaint.

Good luck

Terrylw1

P.S.

Here's the other thread detailing your rights to compensation per Ofgem's Guaranteed Standard Of Service (GSOS).

Suppliers so often con customers out of this by not telling them they are entitled to it (oh, and Ofgem never even regulated it until around 2005 and it's still very lax now)

http://forums.moneysavingexpert.com/showthread.html?t=571937