Feedback on Utility Point

[Deleted User]

The actual OFGEM regulation clearly states that the energy company must have 1 annual reading. And that is the sum total of the requirement. There is no need to send out a meter reader if the company is happy that the consumers reading can be trusted.

SLC 21B Billing based on meter readings
 Suppliers must take all reasonable steps to obtain meter readings at least
annually, and must make a bill or statement of account available at least
twice a year, or quarterly where requested and/or if a customer has online
account management
Suppliers must take all reasonable steps to reflect accurate meter readings in
bills or statements sent to customers where these have been provided by a
customer or obtained by the supplier. If a supplier doesn’t consider a meter
reading provided by a customer to be reasonably accurate, it must take all
reasonable steps to obtain a new reading from the customer.

https://www.ofgem.gov.uk/system/files/docs/2017/11/metering_billing_and_payments_0.pdf

PennineAcute

I got a meter reader for my gas, around the start of March. As yet, this reading is not showing on my account. I left Zog, my previous supplier, in April 18, so cannot see it being paperwork out of date.

WBCPB

Bit the bullet and pressed the "switch" button on 25th and within an hour had the email with the attached welcome pack.They could not find my gas meter reference number on the national database,i had the same problem with my 1st switch after moving into this property,so sent them a photo of the actual meter which only has the meter serial number and month and year of manufacture, and a copy of my NPower bill which had the MPRN number clearly shown.Called them up today to confirm they had received the images and the telephone was answered after just one ring(2.06pm) so all good so far.Early days i know!
Regards

zerog

Nobody has read my meter in the past 5 years, but I submit a reading monthly. Anyway, I also switched to UP just before Easter (actually I thought I was too late as it was evening of Maundy Thursday) but it seems like they actually did stuff during the 4-day weekend and the switch is progressing faster than any of my previous switches...

[Deleted User]

@Lezduur

Glad it's sorted now.

ashe

Its quite frustrating that their website is slow to update the balance.

Our statement date around the 14th of the month, we're now 13th May and our account on the website is showing a credit balance of £195, I asked for this to be refunded given our monthly payments are still on the "high" cycle and our usage is quite low and we'll be leaving them once they go back up again as it will be the 12 month fixed deal ending so there won't be any "debt" to build up again - they keep saying the statement issued on the 14th shows this balance is reduced by that months usage...so why doesn't the website show a balance which is previous balance less billed balance on the 14th? Seems like it will a always be one month out of date if thats the case

grumpycrab

As we pay 1 month in advance and (some of us) have high Winter DDs and its been a mild Winter, I expect many people will have large credits going in to Summer. Time to read the T&Cs...

tk47

ashe wrote: »

Its quite frustrating that their website is slow to update the balance.

Our statement date around the 14th of the month, we're now 13th May and our account on the website is showing a credit balance of £195, I asked for this to be refunded given our monthly payments are still on the "high" cycle and our usage is quite low and we'll be leaving them once they go back up again as it will be the 12 month fixed deal ending so there won't be any "debt" to build up again - they keep saying the statement issued on the 14th shows this balance is reduced by that months usage...so why doesn't the website show a balance which is previous balance less billed balance on the 14th? Seems like it will a always be one month out of date if thats the case

The online account is updated as soon as the supplier has the required information.

But I agree it is not updated automatically as soon as the supplier receives your meter readings, as some suppliers do. I guess they are cautious enough to wait and only use meter readings that are approved by the independant meter reading agency.

As regards to credit, for example, this is updated on your online account almost as soon as it is received.

Remember, you pay in advance for your energy, so your online account will always have a credit balance of at least 1 months payments (assuming you are paying enough to cover your usage)

If you have not been billed for last month yet, then your account will currently show at least 2 months credit (on the same terms as above)

Your monthly bill is the best place to find out the health of your account, as its shows the balance at the end of the month i.e. after you take account of credit applied (less payment in advance) and the cost of your consumption.

If there is an issue with the level of DD, I found this supplier to not take too long, and adopt a sensible approach, to any complaint logically argued.
- as I reported in this thread last Sept when the supplier tried to increase almost everyones monthly payment by £4.00 exactly for no obvious reason. :cool:

tk47 wrote: »

I've eventually received a reply from UP about my challenge to the DD increase.

They have agreed they could find no justification for this increase and so have agreed it should never have been changed.

Unfortunately, they were too late to stop the increase this month, so they took the extra £4 anyway

To resolve this, they propose to take £8 less next month (i.e. £4 less than my previous, usualy monthly payment) and then revert to the previously agreed monthly payment.

grumpycrab

tk47 wrote: »

As regards to credit, for example, this is updated on your online account almost as soon as it is received.

...which can be a 3/4 days after the DD date.

tk47

grumpycrab wrote: »

...which can be a 3/4 days after the DD date.

... Even longer if there are bank holidays as well as weekends involved