Being overcharged based on estimated meter readings - rights as a consumer?

Biscuit_Tin

spiro wrote: »

I would not switch until the existing supplier has accepted an actual meter reading and rebilled. The reason I say this is the new suppliers meter reader will try and validate the switch reading against the last reading from the old supplier and obviosuly if it is loads lower it will fail and they may switch to an estimate. You would then end up in the Disputed Reads process which could get protracted.

I've been involved in a Disputed Reads process a couple of times, but neither were protracted.

One was resolved by me sending a photo of the meter to the new supplier. The other where I also sent a photo of the meter, was not acceptable for some reason, and the supplier instructed a meter reader to attend ... which was arranged for about 48 hours later.

In both cases the switch had already taken place. The old supplier is not usually informed of the meter reading from the new supplier until the switch has taken place, and that is when the dispute arises.

[Deleted User]

Hi,

[Deleted User] wrote:

if you had queried this when you got the first bill and supplied proper readings then it would never have got to this stage.

temp89 wrote: »

Gee, so helpful. Let me get in my time machine and pass this on to my landlady so that all my questions in the OP become irrelevant. Oh, wait...

You appear to be very involved in your landlady's affairs, bit unusual for someone who is just renting.


Would you like to tell us more?

SnowTiger

temp89 wrote: »

I measured our usage for a few nights and we use about 7.5 kwh a day compared to the 10 kwh they've been estimating.

[...]

We've only been with them for 1.5 years so I don't know if the one reading every 2 years applies.

What are the basic rights every energy company has to offer in a situation like this? Are they obligated to get an accurate reading and pay back the difference?

temp89 wrote: »

So, to reiterate what the main issue is: what are the rights and obligations of both sides when it comes to a new meter reading that is substantially below the previous estimates - to the extent that it seems like the customer has paid for energy that was never consumed?

According to Resolver:

My meter hasn't been read

By law, energy suppliers only have to read your meter once every two years. Some energy suppliers may visit more often, while others may request that you send them readings. If they ask for you to send readings, you should aim to do so – if you don’t, they might charge you an estimated bill (which could be higher than your normal bill).

The days of someone calling to read meters every three months are long gone.

Legally, it appears Green Star Energy haven't done anything wrong.

I don't think you (your landlady) are obliged to take/supply meter readings yourself, however it's wise to so to prevent signification under or over billing.

It's springtime now, a period when you probably use less energy. You're using 2.5kWh fewer a day than Green Star Energy predicted. Perhaps you use 2.5kWh a day more than their prediction during colder months.

A difference of 3,000kWh over eighteen months equates to an over estimate of about 5.5kWh per day.

3,000kWh at, let's say 15p per kWh, is £450. An average over-payment of £25 a month.

If I were you I'd ask Green Star Energy to refund the over-payment and submit meter readers more regularly.

It's probably best to wait for a new statement to be produced, containing accurate readings, before switching to an alternative supplier. A 3,000 difference in readings likely cause hassle.

spiro

SnowTiger wrote: »

According to Resolver:
I don't think you (your landlady) are obliged to take/supply meter readings yourself, however it's wise to so to prevent signification under or over billing.

Most suppliers have a clause in their T&Cs that you are required to submit meter readings twice a year.

matelodave

I dont know about Greenstar as I've never been with them but most of the suppliers that I've been with have on-line accounts or produce regular on-line bills which can be checked to ensure that they are correct.

As far as I can remember, even when a paper bill used to pop through the letterbox you could always check the bill against the meter readings and get them corrected if the estimates weren't accurate.

As others have said, send in regular meter readings, get your bills corrected and ask for any over payment to be refunded.

In future you (or your landlady) should learn to take a bit more control by sending in regular meter readings and checking the bills. This will ensure that you (or you landlady)wont end up over or underpaying.

It's not really rocket science, just common sense.

falcieri

It's surprising how many people still trust estimated readings as a good judge of usage. Always force a metre reading onto your company.



That said, I was with Economy Energy. I would diligently send them metre readings every month on the same day (I was only with them for 5 months). They would accept them and say they had added them to my account. Then when I left them and asked for my final bill it turned out that because they 'only accept readings every six months' they had been binning my readings.



So it won't always work in your favour. I would probably only go with a firm that has an app where you have to submit your readings every month so you have a clear record of your account available 24hrs a day 7 days a week, not relying on sketchy customer service to do it for you.



It sounds like the company your landlady with is really shoddy. They should never have let the account go so far without a customer submitted read. It's easy for people to blame your landlady for the problem, but some people just genuinely aren't savvy enough to deal with this sort of thing. It amazes me how many companies still get away with this kind of appalling management and it is absolutely down to customers to keep an eye on the behaviour of their energy supplier. You just have no choice. Give them any wiggle room and they will run with it.

A_Nice_Englishman

From Greenstar Energy terms and conditions (my bold)

https://www.mygreenstarenergy.com/LinkClick.aspx?fileticket=Tp5Ydp23YwY%3d&portalid=0&timestamp=1523527898416

. Meter readings
(a) You must give us meter readings at least every six months. This will help us to make sure your bills are as accurate as possible. We may ask you to provide more frequent meter readings depending on your method of payment. (b) When we produce your bill or statement, we will, if possible, use a meter reading that we or you have taken (this is an 'actual meter reading'). If no actual meter reading is available, we will produce a reasonable estimate of usage at your property (which may be based either on your previous usage or industry averages). You agree to pay the estimated amount or give us an actual meter reading. We will send a new bill based on this actual meter reading (unless you agree otherwise) or, if no bill is due at that time, we will use this actual meter reading when we work out your next bill. (c) If you purchase both gas and electricity from us, and you want to update your energy usage, you must give us both meter readings, even if only your gas or your electricity usage has been estimated. If we do not receive meter readings for both fuels, the fuel without an actual meter reading will be estimated when we next send you a bill. (d) If your premises share an unmetered supply of commodity with other premises (for example, electricity used in shared parts of a building divided into flats), we may estimate the amount of commodity used and charge you an appropriate share. (e) If, in our reasonable opinion, the meter reading you provide is not accurate, we will not use it, but we will try to contact you to get a new meter reading and will inform you of the fact that we have not used the reading provided by you. (f) If, for any reason, your meter does not register any gas or electricity used, you agree to pay the amount that we reasonably estimate you have used.

It's always a good idea to read and comply with the terms you've agreed to.