Gas Meter registered to wrong address

poshphil

I wrote in the E.On thread about the fairly poor customer service received trying to get our gas sorted out on our new build property. Essentially there was some issue with registering the gas meter. I spoke to E.On in January & April and they advised they could see the issue and it would be resolved in roughly 6 weeks each time.

I put in a complaint in April as 12 weeks had passed since the original call and nothing had appeared to happen. I finally got a response to my complaint at the end of June stating they had not supplied our gas since mid January (before my first call - so not sure why no one could tell me this at any point during that period). They advised to contact a utility services company to identify who is supplying our gas, that transpires to be NPower.

I spent an hour on the phone with NPower who figured out that our gas meter has been registered to next door's address. Their advice was essentially to call back with our neighbours there in order to resolve this. Feeling slightly difficult, I am not sure why I need to keep doing all the leg work to solve an issue not of my making. We aren't paying for any gas at the moment (I am setting money aside though).

Has anyone else experienced this, and how did you resolve it? I am minded to email NPower to say here's the situation, and leave them to resolve. Part of me wants to just leave it and continue to set money aside but that's probably not the best approach.

nPower

poshphil wrote: »

I wrote in the E.On thread about the fairly poor customer service received trying to get our gas sorted out on our new build property. Essentially there was some issue with registering the gas meter. I spoke to E.On in January & April and they advised they could see the issue and it would be resolved in roughly 6 weeks each time.

I put in a complaint in April as 12 weeks had passed since the original call and nothing had appeared to happen. I finally got a response to my complaint at the end of June stating they had not supplied our gas since mid January (before my first call - so not sure why no one could tell me this at any point during that period). They advised to contact a utility services company to identify who is supplying our gas, that transpires to be NPower.

I spent an hour on the phone with NPower who figured out that our gas meter has been registered to next door's address. Their advice was essentially to call back with our neighbours there in order to resolve this. Feeling slightly difficult, I am not sure why I need to keep doing all the leg work to solve an issue not of my making. We aren't paying for any gas at the moment (I am setting money aside though).

Has anyone else experienced this, and how did you resolve it? I am minded to email NPower to say here's the situation, and leave them to resolve. Part of me wants to just leave it and continue to set money aside but that's probably not the best approach.

Hi PoshPhil

Thanks for your post.

If your meter details are registered to your neighbour's address then we'll need to get these updated with the correct one (yours). If you can get in touch using the information on our profile page and confirm your full address and provide a photo of the correct meter, we can check the national database and update this. It can take up to 28 days but we'll do our best to get this sorted for you as quickly as possible.
Whilst we don't need to speak to your neighbours directly, it may be worth letting them know what's going on as chances are they've been paying for your supply and we need to find out if we still supply theirs or if they have another supplier, and get their money refunded back to them.

Thanks again for getting in touch.

Jess

Former_E.ON_Company_Representative:_Malc

poshphil wrote: »

I wrote in the E.On thread about the fairly poor customer service received trying to get our gas sorted out on our new build property. Essentially there was some issue with registering the gas meter. I spoke to E.On in January & April and they advised they could see the issue and it would be resolved in roughly 6 weeks each time.

I put in a complaint in April as 12 weeks had passed since the original call and nothing had appeared to happen. I finally got a response to my complaint at the end of June stating they had not supplied our gas since mid January (before my first call - so not sure why no one could tell me this at any point during that period). They advised to contact a utility services company to identify who is supplying our gas, that transpires to be NPower.

I spent an hour on the phone with NPower who figured out that our gas meter has been registered to next door's address. Their advice was essentially to call back with our neighbours there in order to resolve this. Feeling slightly difficult, I am not sure why I need to keep doing all the leg work to solve an issue not of my making. We aren't paying for any gas at the moment (I am setting money aside though).

Has anyone else experienced this, and how did you resolve it? I am minded to email NPower to say here's the situation, and leave them to resolve. Part of me wants to just leave it and continue to set money aside but that's probably not the best approach.

Hello poshphil and I've posted a bit of related information about this on your other thread at the following link.

https://forums.moneysavingexpert.com/discussion/6021448

Hope it gives you the right steer regarding your complaint with us.

Malc