Ok for Flow to wait til year review to notify of arrears & increased debit?

FocussedAnna

Hi
Quick question - is it acceptable practice for energy providers to only notify you once yearly if your gas usage has been greatly higher than the direct debit amount they had set?
I've always been notified throughout the year by other suppliers, if my direct debits needed to increase or even decrease. Are Flow different?
My partner phoned in regular meter readings since march this year, but sadly didn't check his online statements, as he thought if there was a problem he would be directly contacted. They emailed now in november saying at this yearly review, his monthly direct debit will now double to £120 in order to pay off the extra £312 owed since march - when he gave a meter reading which showed them he had suddenly used more and/or the variable rate had increased, than the previous monthly estimate. (Yes I will make sure he switches to a fixed term!).
But they neglected to contact him of this big increase until his year review, 7 months later. They had also neglected to send a wo/man round to read the meter for at least 7 months, when their policy is to do it 4 times/yr. He had provided 3 further readings in the interim - I think by phone, so if he spoke to someone surely the arrears should have been noticed and mentioned?!
I'm with Scottish power and i think they insist from the start that you have to manage your account online and submit meter readings. Does Flow insist on same?

Is it reasonable to expect a supplier to notify you quickly? Or has it all changed? Any constructive views? Thanks

matelodave

It's not unreasonable for you to check your account occasionally either. If you sign up for a paperless account then it really is up to you to check it now and again just to ensure that you are on track and to make sure that the readings are being used.

I dont know how often supplier should review your account but some do it quarterly, others every six monts and I'd suggest that once every 12 months would be about the maximum.

AFAIK the only requirement is to try and obtain a reading once every 12 months whether by them reading it, you reading it or some other means.

To end up with an arrears of over £300 since March means he's been seriously underpaying, by now the account should really be about £150-£200 in credit to get through the winter - who estimated his consumption and established his DD amount.

JJ_Egan

Does Flow insist on same?


They did.
My usage was always managed online via monthly meter readings ,

Robin9

FocussedAnna wrote: »

.....................
My partner phoned in regular meter readings since march this year, but sadly didn't check his online statements, They had also neglected to send a wo/man round to read the meter for at least 7 months, when their policy is to do it 4 times/yr.

Lesson for your partner to learn - download the monthly statements and read them.

Would a meter reader visit have made any difference ?

welshmoneylover

FocussedAnna wrote: »

Hi
Quick question - is it acceptable practice for energy providers to only notify you once yearly if your gas usage has been greatly higher than the direct debit amount they had set?
I've always been notified throughout the year by other suppliers, if my direct debits needed to increase or even decrease. Are Flow different?
My partner phoned in regular meter readings since march this year, but sadly didn't check his online statements, as he thought if there was a problem he would be directly contacted. They emailed now in november saying at this yearly review, his monthly direct debit will now double to £120 in order to pay off the extra £312 owed since march - when he gave a meter reading which showed them he had suddenly used more and/or the variable rate had increased, than the previous monthly estimate. (Yes I will make sure he switches to a fixed term!).
But they neglected to contact him of this big increase until his year review, 7 months later. They had also neglected to send a wo/man round to read the meter for at least 7 months, when their policy is to do it 4 times/yr. He had provided 3 further readings in the interim - I think by phone, so if he spoke to someone surely the arrears should have been noticed and mentioned?!
I'm with Scottish power and i think they insist from the start that you have to manage your account online and submit meter readings. Does Flow insist on same?

Is it reasonable to expect a supplier to notify you quickly? Or has it all changed? Any constructive views? Thanks

It’s the account holder’s responsibility to check their payments are covering the usage by viewing bills/statements.