SSE Gas and Backbilling rules

gumibears

Hi

I have just received a bill from my gas supplier for £2390.

I have been on the Direct Debit scheme since converting from Oil to Gas approx 5yrs ago, so the boiler etc is fairly new and serviced annually. there are no leaks etc. the monthly figure was calculated and estimated by SSE themselves based on size of house etc

However SSE are stating that they have never taken an actual reading from our meter (which is located outside, however behind our side gate which is locked) since 2015. they state that all readings since then have been estimates until they got a reading in Sept 2018 and again in March 2019. So each year my statements have said i have been in credit, but unbeknown to me this was cause they were using only estimated readings.

I have disputed this as both myself and my wife have let them have access to the meter to take readings on various occassions over the years. However i appreciate i have no way of proving this!

I also pay approx £71 per month DD for gas - this is a 5 bedroom detached bungalow. (My neighbour in same size house pays £63 per month DD and is in credit with a different supplier). From my calculations just to tread water, we would need to adjust DD to around £120 per month - which i find very hard to believe based on neighbours experience?? If we do this, i can't afford to also pay off another £100 (for exmaple) per month on this debt!

My questions are:

Is this all above board for SSE to not take any readings for a period of 3years (2016, 2017 and 2018)?

If i was in such arrears, why have SSE not attempted to contact me since Sept 18 when they got a reading? Surely there has to be some sort of customer duty of care not to rack up such debt without communication?

Do the rules for back billing apply here - and if so, how does this work?

What are my options moving forward with regards to clearing the debt? Is there any case for fighting this or accept it and agree a monthly repayment plan? I assume this also locks me into this supplier until the debt is cleared?

I'm lost as to what to do. i have lodged a complaint with SSE but they take 10 days before someone comes back to me and would like to know what options i have (if any...)

Help!!

Ectophile

If you have an open complaint, then the best thing to do is to wait a few days and see what their response is. If you don't like the response, take it to the energy ombudsman.

Cardew

gumibears wrote: »

Hi

I have just received a bill from my gas supplier for £2390.


My questions are:

Is this all above board for SSE to not take any readings for a period of 3years (2016, 2017 and 2018)?

If i was in such arrears, why have SSE not attempted to contact me since Sept 18 when they got a reading? Surely there has to be some sort of customer duty of care not to rack up such debt without communication?

Do the rules for back billing apply here - and if so, how does this work?

What are my options moving forward with regards to clearing the debt? Is there any case for fighting this or accept it and agree a monthly repayment plan? I assume this also locks me into this supplier until the debt is cleared?

I'm lost as to what to do. i have lodged a complaint with SSE but they take 10 days before someone comes back to me and would like to know what options i have (if any...)

Help!!

Welcome to the forum.


This situation stems from having bills based on Estimated meter readings that you have not corrected.


There is a technical reason why the readings taken by meter readers - that you allowed access - were ignored. In essence the billing computer has an algorithm(program) that ignores any meter reading that it 'thinks' is a mistake after comparing it with the previous reading; in your case it thinks that you couldn't have used that much gas. So it replaces the meter reading with an estimated reading; once you get into that loop the computer will ignore all meter readings until there is human intervention.


Regarding backbilling, you can read the Ofgem guide here:
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-backbilling-your-rights


Obviously you have been inaccurately billed, but a complaint to the Energy ombudsman might depend on if they consider yourself at fault for not correcting the estimated readings. SSE clearly state you should correct estimated readings:


https://sse.co.uk/help/bills-and-paying/estimated-bills

Estimated bills



It's important that you pay the right amount for your energy. We do our best to always use accurate meter readings when we calculate your bill. But sometimes we might need to estimate how much you've used.
If we've had to use an estimated reading, we'll tell you on your bill. We'll work it out based on the time of year, how much energy you've used in the past and how much customers with similar usage have used.



Correcting an estimated bill

If you've had an estimated bill, don't worry! All you need to do is give us an up-to-date meter reading. The easiest way is through your online account. We'll be able to give you a new balance straight away, so you won't have to wait for your new bill. You can also give us your meter reading using our online form or by calling us any time on 0345 026 7033.
We'll produce a new bill based on the accurate reading you've given us. If you're registered for paperless billing, we'll email you to let you know when it's ready. Otherwise we'll send your new bill in the post.

G_M

What I don't understand is why


a) you have not noticed earlier that your bills were based on estimated readings and


b) why you have not submitted actual readings yourself?


I know the norm these days is to always blame 'the other person/company/institution', but it is you using the gas, it is your account, and it is you who receives the bill. Surely you have some responsibility in there somewhere.......?


(OK- now I'll sit back and wait for the backlash............)

matelodave

G_M wrote: »

What I don't understand is why


a) you have not noticed earlier that your bills were based on estimated readings and


b) why you have not submitted actual readings yourself?


I know the norm these days is to always blame 'the other person/company/institution', but it is you using the gas, it is your account, and it is you who receives the bill. Surely you have some responsibility in there somewhere.......?


(OK- now I'll sit back and wait for the backlash............)

Totally agree - it's always someone else's fault