NPower - billing dispute - help with Heatwise

microstar

I am having exactly the same problem with Npower. At times they bill me correctly and then other times they transpose meter readings or apply Peak tariff to Heatwise consumption.
The Npower billing and complaints system is basically broken. Once my bill is correct I will leave Npower, even if it means paying a higher tariff.

I have recently undertaken load tests and written a full report for Npower, showing how the meter registers advance at different times of the day. I have illustrated this with photographs of each meter reading. If you would like a copy then please PM me.

The Heatwise meter registers are:
Rate 1. Day tariff consumption.
Rate 2. Economy 7 Night consumption.
Rate 3. Boost (not connected in my installation - reads 00000).
Rate 4. Heatwise Evening/Night consumption.
Rate 5. Heatwise Afternoon consumption.

If Npower do not resolve this soon I would really like to take court action against them. I will employ a Chartered Electrical Engineer to conduct tests and write a report for me. This has been going on for 3+ years and includes a successful complaint to Ofgem and a visit from Npower's own engineer who fully agreed with my position!
The incompetence is truly mind-blowing.
Last month they billed me incorrectly again, tripling my bill from £100/month to £300 !
I wonder how many less technically aware customers are being overcharged by this company.

microstar

FYI
The Heatwise meter is radio teleswitched to power up the heating circuits at the following times:
03.00 - 08.00
13.30 - 16.30
20.00 - 22.00
A total of 10 hours.
This information came from a Mr Scott Kelly at Npower - one of the few people who knows what he is talking about. He seems to have left. Another useful contact was a guy called Christopher Hunt, but he seems to have left as well!

During the Heatwise periods the storage heaters and hot water heater supplies will be live. All consumption will be recorded on registers 4 (Eve/Night consumption) and 5 (afternoon consumption). This is for the Horstmann Series K Radio Telemeter (cream housing, one orange and one blue button on the front).
So all heating consumption in kWh is recorded on registers 4 and 5. The consumption on these two registers should be added together and charged at the Heatwise 'Heat' tariff which is around 8p/kWh.
Register 1 is your normal peak rate consumption. If your meter is also Economy 7 then register 2 will record night time off-peak consumption (00.30 - 07.30 in my case).
The meter timings are controlled by a radio signal sent out by the distributor and so could be changed. I understand the radio system will be turned off by 2020 at the latest, so Heatwise meters will have to be replaced soon (Eon are already doing it).

Katie-Kat-Kins

Thanks for your reply microstar - sorry I have only just seen them.


NPower have now deadlocked my complaint - they refuse to recognise that they are billing my account incorrectly and applying peak rate charges to off peak electricity. They are saying that off peak is register 3 and 4 and that register 5 is peak usage. So frustrating!

Carrot007

Katie-Kat-Kins wrote: »

Thanks for your reply microstar - sorry I have only just seen them.


NPower have now deadlocked my complaint - they refuse to recognise that they are billing my account incorrectly and applying peak rate charges to off peak electricity. They are saying that off peak is register 3 and 4 and that register 5 is peak usage. So frustrating!

I would suspect that is because npower do not support heatwise. As such they can decide that the off peak rate does not apply to rate 5. As such are charging you as close to E7 as they can with that meter. And if you were ever to require a meter chaneg they would install a plain e7 one.

That's what you get for trying to move legecy tarrif's. It should never have been moved. It now appears you are out of time to do anything about that.

Since npower do not have to support your tarrif they could also have decided to add everything up and change you as a single rate customer. So it's not as bad as it could be.

What I am saying is you are no longer a heatwise customer since switching. You just have a heatwise meter untill it breaks.

Katie-Kat-Kins

Surely in that case they should never have accepted the transfer as they could not supply the necessary tariff?

Katie-Kat-Kins

Just thought that I would update this, I took my complaint to the ombudsman who found for me and npower should be rebilling my account.


If anyone is having similar issues the ombudsman procedure is relatively straight-forward and they were very approachable.

D_M_E

SHOULD be rebilling your account - good luck with that.

There's a few reports on the forum where people have reported that the Ombudsman has told Npower similar to your result, but Npower have carried on as before, ignoring the Ombudman's decision.

Keep a close eye on your bills and complain again to the Ombudsman if they do ignore.

Katie-Kat-Kins

Don't worry I'm watching closely and I will absolutely be taking further action if they don't comply.

Katie-Kat-Kins

D_M_E wrote: »

SHOULD be rebilling your account - good luck with that.

There's a few reports on the forum where people have reported that the Ombudsman has told Npower similar to your result, but Npower have carried on as before, ignoring the Ombudman's decision.

Keep a close eye on your bills and complain again to the Ombudsman if they do ignore.

I didn't get the resolution within the promised timescale so have returned to the ombudsman. Apparently Npower have submitted further information and requested a reconsideration. I have clarified the position again as the further information makes no sense and contradicts information npower have previously provided.


I will continue to chase this up. The ombudsman is going to be so sick of this!