NPower - billing dispute - help with Heatwise

Katie-Kat-Kins

ARGH! I am absolutely at the end of my tether with this and seriously struggling to find any help.


I have a dispute with how NPower are dealing with my dual MPAN 5 rate Heatwise meter.


I am convinced that they are overcharging me but I cannot find any official explanation of how heatwise is supposed to work, what rates should apply to each registry, or even how many hours off peak heat you should get.


Can anyone point me in the direction of some information to help me explain to NPower how their tariff is supposed to work because they don't have a clue!


At present they are charging me peak rates for using my storage heaters which is costing me a bloody fortune!


Thanks

PaschalFun

Katie-Kat-Kins wrote: »

ARGH! I am absolutely at the end of my tether with this and seriously struggling to find any help.


I have a dispute with how NPower are dealing with my dual MPAN 5 rate Heatwise meter.


I am convinced that they are overcharging me but I cannot find any official explanation of how heatwise is supposed to work, what rates should apply to each registry, or even how many hours off peak heat you should get.


Can anyone point me in the direction of some information to help me explain to NPower how their tariff is supposed to work because they don't have a clue!


At present they are charging me peak rates for using my storage heaters which is costing me a bloody fortune!


Thanks

Heatwise meters are a legacy metering that applied to a limited number of customers in the East Midlands supply region.

Only E.ON, as the incumbant legacy supplier for that region, are obligated to support their existing customers on that metering with an appropriate tariff..

Your best bet would be to contact E.ON to see if they would be prepared to accept you back as a Heatwise customer ... but they are under no obligation to do so.

Katie-Kat-Kins

Thanks it is my plan to have the meter removed and replaced with a standard E10 meter by either EON or M&S but I want to get this issue sorted before I do.


If NPower could not support this metering arrangement then surely they shouldn't have agreed to take on the supply though?


I don't know how long the supply has been with NPower, since before I lived there as I have never switched due to the dual MPAN issue. However I have just realised that they are billing one of our heat registers at peak rate rather than off peak which means that we have been over charged.


Do you know where I can find information about how these meters are connected and which register relates to which usage? If so I can refer them to it and back up what I am saying.

PaschalFun

I see you have asked similar questions in many threads over the past years.
The advice won't change ... in fact it will only get worse for you as there was an indication about a year ago that E.ON will not accept you back as a heatwise customer.

http://forums.moneysavingexpert.com/showpost.php?p=73036280&postcount=21

In this post from over 2 years ago, you said you had decided you would be better off on nPower E7 compared to E.ON Heatwise

http://forums.moneysavingexpert.com/showpost.php?p=69857495&postcount=11

That being your desire, you would need to ask nPower for an E7 meter.
A charge may apply for such a change of meter (not to mention additional costs that may also be involved - get a professional to advise what changes are required and an appropriate quote)

In the meantime, nPower will presumably be totalising your usage and charging you a single rate tariff. (plus 2 lots of standing charges for the 2 MPANS)

Katie-Kat-Kins

You have misread my previous post. I said;


"I can't find many providers that support my meter but actually decided that switching to E7 wouldn't save me much as the rates aren't much lower and I would lose my afternoon heat rate and if I needed a boost would have to use higher rate power"


I am not on E7 and have never been, I have always been with Npower on the same arrangement as it is the only one for my meter although I understand that the tariff/meter would have originally been a EME/Powergen one.


NPower aren't totalising my usage and charging me a single rate tariff, they are charging me a two rate peak/off peak tariff and have been as long as I have been in the property.


Yes I have asked many questions about electricity metering and heatwise tariffs. It is really difficult to find any information about these meters and tariffs and I am still struggling to get to the bottom of it all. I would love to have a simpler set up but it isn't exactly straightforward to sort out, and there are significant barriers.


I don't expect the advice to change, I am looking for independent information that will assist me with my complaint, something I haven't asked before. I hoped that someone with more industry knowledge might be able to point me in the right direction

nPower

Katie-Kat-Kins wrote: »

ARGH! I am absolutely at the end of my tether with this and seriously struggling to find any help.


I have a dispute with how NPower are dealing with my dual MPAN 5 rate Heatwise meter.


I am convinced that they are overcharging me but I cannot find any official explanation of how heatwise is supposed to work, what rates should apply to each registry, or even how many hours off peak heat you should get.


Can anyone point me in the direction of some information to help me explain to NPower how their tariff is supposed to work because they don't have a clue!


At present they are charging me peak rates for using my storage heaters which is costing me a bloody fortune!


Thanks

Hi Katie-Kat-Kins,

Thanks for your message. Please contact us using the details on our profile page so we can help with your meter query.

Thanks

Jen

trickytree1963

Dont know if this helps, seems to explain which hours etc covered by Heatwise?

https://forums.moneysavingexpert.com/discussion/2890440

Katie-Kat-Kins

trickytree1963 wrote: »

Dont know if this helps, seems to explain which hours etc covered by Heatwise?

https://forums.moneysavingexpert.com/discussion/2890440

Thank you - that mirrors my understanding but NPower are applying peak rate prices to registry 5 and do not accept that this is incorrect

Katie-Kat-Kins

nPower wrote: »

Hi Katie-Kat-Kins,

Thanks for your message. Please contact us using the details on our profile page so we can help with your meter query.

Thanks

Jen

Thank you Jen, I am already in touch with Npower direct but I would be grateful if you would confirm whether the description of heatwise provided on the post linked to is correct


https://forums.moneysavingexpert.com/discussion/2890440[/QUOTE

PaschalFun

Katie-Kat-Kins wrote: »

Thank you Jen, I am already in touch with Npower direct but I would be grateful if you would confirm whether the description of heatwise provided on the post linked to is correct


https://forums.moneysavingexpert.com/discussion/2890440[/QUOTE

Do I therefore take it you are now well on the way to resolving all your issues with nPower?

To be fair, I suspect nPower may not know the answer to your question you posed as they do not supply the Heatwise tariff.

As I mentioned previously above,

Heatwise meters are a legacy metering that applied to a limited number of customers in the East Midlands supply region.

Only E.ON, as the incumbant legacy supplier for that region, are obligated to support their existing customers on that metering with an appropriate tariff..

However, if it helps, there is confirmation by E.ON rep. Malc in post#9 that confirms the

assumptions are correct

What tariff does your nPower bill say you are currently on?

Katie-Kat-Kins

PaschalFun wrote: »

Do I therefore take it you are now well on the way to resolving all your issues with nPower? ?

No, I have been in discussions with them for sometime and don't seem to be making much progress. They don't seem to know a thing about it.

PaschalFun wrote: »

To be fair, I suspect nPower may not know the answer to your question you posed as they do not supply the Heatwise tariff.

As I mentioned previously above,
However, if it helps, there is confirmation by E.ON rep. Malc in post#9 that confirms the
What tariff does your nPower bill say you are currently on?

NPower describe my tariff as Standard SC Electricity DD Heatwise 2 - Electricity


That is taken from my most recent bill so although they didn't originate the heatwise tariff they are supplying something called heatwise. This has been the case for the last 10 years or so.