Final electricity meter reading dispute

Zither

Good afternoon,

I recently switched from First Utility to Avro. I provided Avro with my starter meeting readings. However First Utility are saying I have used 240 electricity units more than I did beyond the starter reading I provided to Avro.

First Utility told me over the telephone that this is because Avro have provided them with the wrong meter reading so raised a dispute with Avro. They asked me to send photos of my current meter reading (which I did) so they could verify that I wasn’t lying. First Utility have now come back and let me know that they are now unable to raise a dispute because it is below the ‘250 unit industry standard threshold’.

I have no interest in paying for electricity I have not personally used and paying for a miscommunication between two companies that will deal with these types of issues every day.

How can I best dispute this further?

Thanks muchly

Z

System

Zither wrote: »

Good afternoon,

I recently switched from First Utility to Avro. I provided Avro with my starter meeting readings. However First Utility are saying I have used 240 electricity units more than I did beyond the starter reading I provided to Avro.

First Utility are saying that this is because Avro have provided them with the wrong meter reading so raised a dispute with Avro. First Utility have now come back and let me know that they are now unable to raise a dispute because it is below the ‘250 unit industry standard threshold’.

I have no interest in paying for electricity I have not personally used and paying for a miscommunication between two companies that will deal with these types of issues every day.

How can I best dispute this further?

Thanks muchly

Z

You cannot insist that the gaining supplier raises an Agreed Readings Dispute as the difference is within industry norms:


The difference between the original reading and the new, estimated reading must be more than:

1200kWhs (39 units for imperial, 109 units for metric) for gas

250kWhs for electricity

You will not pay for the same energy twice as both suppliers have to use the same readings to open and close your accounts. If the suppliers are not using the same readings, then raise a written complaint with the GAINING supplier as it is a Licence Condition that the gaining supplier manages all aspects of a supply transfer.

Zither

Hengus wrote: »

You cannot insist that the gaining supplier raises an Agreed Readings Dispute as the difference is within industry norms:


The difference between the original reading and the new, estimated reading must be more than:

1200kWhs (39 units for imperial, 109 units for metric) for gas

250kWhs for electricity

You will not pay for the same energy twice as both suppliers have to use the same readings to open and close your accounts. If the suppliers are not using the same readings, then raise a written complaint with the GAINING supplier as it is a Licence Condition that the gaining supplier manages all aspects of a supply transfer.

Ok thanks for your reply. I didn’t insist that they raise a dispute - the lady on the phone just took down my details and told me that they would raise a dispute. So, if I’ve got this right, I now need to write to the gaining supplier (Avro) to tell them that they’ve supplied the wrong meter reading to First Utility? Which is different from the one meter reading I have provided them with?

It’s not your fault but I find that frustrating that I need to be involved in any of this transfer other than to tell the companies to ‘sort it out’ - especially as I moved from a first variable account with FU to a much better fixed tariff with Avro - I do not wish to be liable for FU’s higher rates for the 240 elecricity units in question.

Thanks

trickytree1963

I know its frustrating but with 240 kWh use its £2.40 for every extra penny the Avro Tariff is cheaper than F U's. Was there a massive difference between the 2 tariffs?

Raxiel

They haven't necessarily supplied the 'wrong' reading. During a switch (with any two companies) all readings to to an independent third party for validation (against historic usage for that address).

The third party may just OK them, or they may make an adjustment. If their adjustment is more than the tolerances Hengus gave, they can be disputed if the adjustment is less than the tolerance any dispute will be ignored.

Whichever figures come back from validation, both suppliers (via the gaining supplier) are obliged to use them for opening and closing readings.

You know what reading Avro provided to FU, do you know what opening readings Avro used for your new account with them? (It may be on your online account if you've not had a first bill from them yet).

If they are different you have grounds for a complaint with Avro. If they're the same you just have to accept it. You'll be worse or better off by the difference in unit cost x 240, which is unlikely to be more than a few pence either way.

Zither

trickytree1963 wrote: »

I know its frustrating but with 240 kWh use its £2.40 for every extra penny the Avro Tariff is cheaper than F U's. Was there a massive difference between the 2 tariffs?

Thanks. Nearly two months later I’ve only just about used the 240 units that ‘whichever’ party have over-estimated that I owe First Utility. I do know what you mean but I honestly don’t see why I should be liable for any accounting difference between the companies. Nor why I should need to waste my time getting involved in an automatic switching process. Pragmatically I take your point but Ive no idea why this sort of bread-and-butter activity is so difficult for companies to manage themselves

Raxiel

Also I should add:
The reason for the validation is that sometimes people don't bother submitting a reading (in which case the TP provides an independent estimate), sometimes they give a reading too soon or too late, and sometimes people lie by 'rounding' the figures in their favour.

Irritating if you've gone to the trouble of providing an accurate figure on the day.

This is rarely explained in a clear and concise manner by the industry, so customers assume its yet another mistake.

Take heart. This time you might be a bit worse off, next time it might be in your favour.
Due to efficiency efforts I've cut my use of both fuels steadily over the last couple of years. My last two switches were to slightly more expensive tariffs, and the validators increased my (accurate) readings to reflect historic usage.

Zither

Raxiel wrote: »

They haven't necessarily supplied the 'wrong' reading. During a switch (with any two companies) all readings to to an independent third party for validation (against historic usage for that address).

The third party may just OK them, or they may make an adjustment. If their adjustment is more than the tolerances Hengus gave, they can be disputed if the adjustment is less than the tolerance any dispute will be ignored.

Whichever figures come back from validation, both suppliers (via the gaining supplier) are obliged to use them for opening and closing readings.

You know what reading Avro provided to FU, do you know what opening readings Avro used for your new account with them? (It may be on your online account if you've not had a first bill from them yet).

If they are different you have grounds for a complaint with Avro. If they're the same you just have to accept it. You'll be worse or better off by the difference in unit cost x 240, which is unlikely to be more than a few pence either way.

Thanks. Yes I can see my starter readings that I provided to Avro on my online account. But yes - no statement available yet. I’d have no problem if they were the same but I’m not sure how ‘whichever’ party has over-estimated so much. I’ve already paid Avro credit for two months worth of gas/elec and have no interest in paying the same again to FU and getting a credit note on my Avro account (at this expensive time of year...).

I just don’t get why these companies can much this stufff up so badly. It’s their only job!

System

Zither wrote: »

Thanks. Yes I can see my starter readings that I provided to Avro on my online account. But yes - no statement available yet. I’d have no problem if they were the same but I’m not sure how ‘whichever’ party has over-estimated so much. I’ve already paid Avro credit for two months worth of gas/elec and have no interest in paying the same again to FU and getting a credit note on my Avro account (at this expensive time of year...).

I just don’t get why these companies can much this stufff up so badly. It’s their only job!

As explained above, there are numerous reasons why all readings provided on switch are validated against the historical usage data held for your property by the Data Collectors. Some consumers misread their meters: some lie when they can see a financial advantage in doing so. A couple of years again, I was close to the gas limit in the old supplier’s favour, it took three months for the meter to pass the opening read. I only paid standing charge for 3 months. The difference in cost was just over £2.

badmemory

Of course, you have to wonder if they "stuff up" the initial readings what else are they going to get wrong. But I guess that applies to the whole industry. Don't be fooled into thinking that a smart meter is going to get it right. The one you have left will lose all ability to get the final reading & the new one won't have access yet.

Cardew

Zither wrote: »

Thanks. Nearly two months later I’ve only just about used the 240 units that ‘whichever’ party have over-estimated that I owe First Utility. I do know what you mean but I honestly don’t see why I should be liable for any accounting difference between the companies. Nor why I should need to waste my time getting involved in an automatic switching process. Pragmatically I take your point but Ive no idea why this sort of bread-and-butter activity is so difficult for companies to manage themselves

With respect you don't have to waste your time, you could simply accept the solution from the independent third party; after all we are probably talking about pence.

In the past many people on MSE openly advocated that switching customers should 'fudge' their meter readings to maximise savings - money saving by fraud;)

So now the 'bread and butter activity' is that both gaining and losing companies accept the decision of the third party.

If you feel that is not a sensible solution, what is your suggestion? Should the losing and gaining companies allow customers to fraudulently 'fudge' their meter readings?