Scottish Power opened account we didn't consent to

MeganeChick

Hi everyone,

I have tried to do a quick search but didn't find the answers we were looking for and wondered if you could help.

We tried to switch suppliers just over 12 mths ago and our electricity switched fine but our gas didn't. We were with Scottish Power and tried to switch the EDF.

The problem was that our MPRN number / meter serial number details were not recorded correctly on the national database / Xoserve.

So our dual fuel accounts were closed by Scottish Power and we thought we had moved to EDF. However our gas hadn't moved and so Scottish Power seemed to have set up a new account for us but to 'the owner occupier' with new account number with a standard tariff i assume. We didn't consent to this and have been trying for months to get our details updated on the national database (which finally have been) and now we are trying to suss out where we stand in paying this bill on a tariff we didn't agree to.

Scottish Power have stated they will allow us to agree a different tariff from those they have on offer (we have yet to work out if this is a better deal than our planned move to EDF a year ago, as I find it hard to compare them).

Any advice on where we stand?

This has also happened to several of our neighbours as this is a new build property and it seems the builder didn't update the national database as they should have done

CashStrapped

I would assume that if EDF did not pick up the switch then, as it has transpired, SP still have the account. That does mean you are still liable for any use and that should be paid to SP.

As the issue was with the registration of the meter on the national database, the issue is not really SP fault.

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This is a very common issue with new builds.

As a matter of caution, if this is a new build flat and the meter is in a communal area for meters, I would also check that the meter you think is assigned to your property, is indeed recording use for your property. Again, a very common error. Just because you have been told it is your meter it does not always mean it is.

If it is a house and the meter is on your house, this is less of an issue.

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In terms of this issue, I would write a letter headed complaint, detail the issue, and the resolution you would like.

In this instance, I would calculate the gas use since the failed switch.

Then calculate how much this would have cost on the EDF tariff you were switching to.

Now, calculate the cost based on the tariff SP are offering to charge you at.

Then, ask for the difference between the two as a gesture of good will.

Personally I think that is fair, especially considering it was not really SP's fault.

If SP agree to that, and I do not see why they would not if the calculations are accurate, great. If they do not, you have the option of referring it to the ombudsman.

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If you need help making the calculations, feel free to ask on here.

[Deleted User]

As said above it's not down to SP and depending on the offered tariff is fair of them. Of course you won't be under any long term contract so are free to move.

Anthorn

MeganeChick wrote: »

Hi everyone,

I have tried to do a quick search but didn't find the answers we were looking for and wondered if you could help.

We tried to switch suppliers just over 12 mths ago and our electricity switched fine but our gas didn't. We were with Scottish Power and tried to switch the EDF.

The problem was that our MPRN number / meter serial number details were not recorded correctly on the national database / Xoserve.

So our dual fuel accounts were closed by Scottish Power and we thought we had moved to EDF. However our gas hadn't moved and so Scottish Power seemed to have set up a new account for us but to 'the owner occupier' with new account number with a standard tariff i assume. We didn't consent to this and have been trying for months to get our details updated on the national database (which finally have been) and now we are trying to suss out where we stand in paying this bill on a tariff we didn't agree to.

Scottish Power have stated they will allow us to agree a different tariff from those they have on offer (we have yet to work out if this is a better deal than our planned move to EDF a year ago, as I find it hard to compare them).

Any advice on where we stand?

This has also happened to several of our neighbours as this is a new build property and it seems the builder didn't update the national database as they should have done

Does that mean that the name on the account is Owner Occupier? I remember reading something about someone who had changed their name by depoll to House Holder. Something like that anyway.

My guess is that when you switched you did not specify dual fuel and so only your electricity was switched which is the default on most switching services and supplier websites I've seen.

I'd say that if your name is not on the account then you don't have a contract and therefore are not subject to a contract.

CashStrapped

Anytime you move into a property, you are automatically in a deemed contract with whoever the existing supplier is.

In this instance, with the meter not being properly registered (preventing you from switching) and a new account having to be created once it was corrected, "to the occupier" letters were probably sent out by default.

But, as SP was and is still the existing supplier, you are still in a deemed contract with them.

The issue should be resolved via SP complaints in the first instance as per the route I mentioned. Work out what your bill would have been had the switch been successful and ask SP for the difference as a gesture of goodwill. Then switch!

In_Cider

If a supplier or service provider to a property, be it energy, water, sewage or even cleaning the windows(if agreed) provides a service but does not know the current user of said service they are legally entitled to issue billing in the form of Owner/Occupier... New Owner... New Tenant .

In reality when a person starts using energy/water etc they are legally responsible to inform the current provider their details for billing. Just as landlords should inform the energy/water company (by law) full details (including accurate meter readings) of tenant move in and move outs.

Scottish_Power

MeganeChick wrote: »

Hi everyone,

I have tried to do a quick search but didn't find the answers we were looking for and wondered if you could help.

We tried to switch suppliers just over 12 mths ago and our electricity switched fine but our gas didn't. We were with Scottish Power and tried to switch the EDF.

The problem was that our MPRN number / meter serial number details were not recorded correctly on the national database / Xoserve.

So our dual fuel accounts were closed by Scottish Power and we thought we had moved to EDF. However our gas hadn't moved and so Scottish Power seemed to have set up a new account for us but to 'the owner occupier' with new account number with a standard tariff i assume. We didn't consent to this and have been trying for months to get our details updated on the national database (which finally have been) and now we are trying to suss out where we stand in paying this bill on a tariff we didn't agree to.

Scottish Power have stated they will allow us to agree a different tariff from those they have on offer (we have yet to work out if this is a better deal than our planned move to EDF a year ago, as I find it hard to compare them).

Any advice on where we stand?

This has also happened to several of our neighbours as this is a new build property and it seems the builder didn't update the national database as they should have done

Hi MeganeChick

Im sorry to hear of the problems you have encountered while trying to change provider. I would really like to get these issues resolved for you.

If you could possibly email me at Social@scottishpower.com with the following information,
your MSE handle in the subject heading
your full address
your name and telephone number
and some details of the issues you have encountered

We can look to get this escalated for you.

Kind regards
Danielle