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mamaduke

Hi my daughter has just bought her first house & is trying to switch her energy from First Utility (who the previous owners used) to Bulb however First Utility are refusing to allow her to switch even thought she has no contract with them.

She got her keys 2 weeks ago & started the switch process then but hasn't moved in yet. She is unable to contact FU as they don't answer the phone, a message answers saying call back later, she has emailed & received no response.
Bulb say they cannot help.
What can she do, any suggestions please?

[Deleted User]

mamaduke wrote: »

Hi my daughter has just bought her first house & is trying to switch her energy from First Utility (who the previous owners used) to Bulb however First Utility are refusing to allow her to switch even thought she has no contract with them.

read and follow the advice from the CAB https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/moving-home-dealing-with-your-energy-supply/
in the section starting "After you move"

mamaduke

gsmlnx wrote: »

read and follow the advice from the CAB https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/moving-home-dealing-with-your-energy-supply/
in the section starting "After you move"

Yep, she has done those things but as she is a first time buyer FU wont allow her to switch & she cant speak to them about it, what can she do?

Consumerist

mamaduke wrote: »

Hi my daughter has just bought her first house & is trying to switch her energy from First Utility (who the previous owners used) to Bulb however First Utility are refusing to allow her to switch even thought she has no contract with them.
She got her keys 2 weeks ago & started the switch process then but hasn't moved in yet. She is unable to contact FU as they don't answer the phone, a message answers saying call back later, she has emailed & received no response.
Bulb say they cannot help.
What can she do, any suggestions please?

A supplier, generally, can only object to a switch if you owe them money and they have asked for it in writing and it has remained unpaid for STRIKE]30[/STRIKE 28 days or more.

In the circumstances your daughter's only option at the moment is to start FU's complaints procedure. In order to avoid any denials from FU it would probably be better to complain through MSE's complaints tool, <Resolver>, who keep a record of all emails sent via them. Your daughter should advise FU that she will be claiming compensation.

Your daughter should make a note of the tariff details, with evidence, of the tariff she had intended to switch to and to claim compensation from FU if she misses the chance to switch to that tariff because FU have wrongfully objected to the switch.

The complaint can be referred to the Ombudsman 8 weeks after the issue was first raised with the supplier (by email, etc.).

Unfortunately, it can be a long process to resolve through the Ombudsman but a formal complaint may spur FU into action, particularly if compensation is being claimed.

[Deleted User]

First Utility are refusing to allow her to switch even thought she has no contract with them.

The point is she does have a contract with First Utility (deemed contract) so she first has to be registered as their customer. Then she can switch away to another provide of her choice.
Once that is done (or if it has been done) and FU block it then follow @Consumerists advice.

Consumerist

gsmlnx wrote: »

The point is she does have a contract with First Utility (deemed contract) so she first has to be registered as their customer.

Good point.

I had assumed that "Yep, she has done those things" meant that she had already registered as a customer.

mamaduke

Consumerist wrote: »

Good point.

I had assumed that "Yep, she has done those things" meant that she had already registered as a customer.

As she is unable to contact them she hasn't registered as a customer, would that be the reason FU wont allow the switch & how can she do that if she cant contact them please?

Consumerist

mamaduke wrote: »

As she is unable to contact them she hasn't registered as a customer, would that be the reason FU wont allow the switch & how can she do that if she cant contact them please?

Well, it's certainly a possibility. Much depends on whether the previous occupier notified FU that they were moving and gave them closing meter readings, etc.

FU might be in difficulty if a complete stranger, to them, wants to switch to another supplier.

It might be better, at this point, for your daughter to start again with FU by sending them an email advising them she has moved into the property and when, giving meter readings and asking to register as a new customer. If she hears nothing after, say, 7 -10 days then start FU's complaints procedure on that score.

Edit
In case there is any dispute over meter readings, it might be a good idea to attach meter snapshots in her email - both the meter numbers and readings should be clear.

[Deleted User]

As per @Consumerist's advice, yes they will block any attempt to move a supply where they know the previous tenant/owner has left and no-one has come forward to claim to be the current customer.

They need to know who wants to move supplier and get the money owed to them for energy supplied since the previous customer left and up to any future switch date. So your daughter needs to persist and get her account registered with FU before switching away.

Edit - I know this system can sometimes cause issues when people don't know about the deemed contract (the letting agent/solicitor should be telling people about it though) but it does mean that the property always has a working energy supply. The alternative systems could involve energy being turned off when the property becomes empty and then having to arrange for someone to come out and turn it back on. That would be expensive and cause more inconvenience.

mamaduke

So my daughter has now tried to register with FU without success as the property is already registered, she is still unable to contact them & has had no response to emails. She has filed a complaint with Resolver now. Thanks for all your help.