New Build-Delay in being able to switch away from EON

philng

Son moved in to a new build on 1st November and at the time advised all houses on the estate would initially be with EON but would be able to switch away after 7 days.

Has tried to switch away to AVRO to be told following:

Unfortunately when checking your details on the national database, your gas meter does not have a registered MSN (Meter Serial Number). We will please need you to contact your current supplier to ask them to update the database with your MSN before we can take over your supply. Once you have confirmation from you current supplier that this has been updated, please ask them for a screen shot to show that this has been actioned.

Have been in touch with EON who are blaming Independent Gas Transporter who they say fitted the meter & it may take a further 10 working days to resolve.

So in meantime he is stuck on expensive EON tariff & they are delaying transfer.

Clearly unhappy if he was to complain would that be through EON?

EnergyRookie

philng wrote: »

Son moved in to a new build on 1st November and at the time advised all houses on the estate would initially be with EON but would be able to switch away after 7 days.

Has tried to switch away to AVRO to be told following:

Unfortunately when checking your details on the national database, your gas meter does not have a registered MSN (Meter Serial Number). We will please need you to contact your current supplier to ask them to update the database with your MSN before we can take over your supply. Once you have confirmation from you current supplier that this has been updated, please ask them for a screen shot to show that this has been actioned.

Have been in touch with EON who are blaming Independent Gas Transporter who they say fitted the meter & it may take a further 10 working days to resolve.

So in meantime he is stuck on expensive EON tariff & they are delaying transfer.

Clearly unhappy if he was to complain would that be through EON?

If you are unhappy with the way E.on have acted, then best to complain to E.on in the first instance

This situation does not usuallyu arise, because gas meters are usually installed in new properties well before completion, well before the 14 days notice to complete in fact.

It is needed so that the building, in particular the appliances and so on that run on gas can be fully checked and commissioned. Also to ensure the property is correctly dried/aired especially at this time of year.
The gas account is normally put initially in the name of the developer to allow them to do this, and the developer pays the bill. There should have been a note taken of the meter reading at handover to the purchaser, so that the purchaser can then arrange the account to be put into his/her own name.

Has your son purchased this property, or is it rented?

It sounds like the whole thing has been rushed and not correctly completed. He may wish to raise a complaint with the developer or landlord as appropriate.

Hope he's not the one who is expected to find and report faults in the property as they are uncovered, due to someone not doing their job right.

Does he have a copy of a gas safety certificate for the property?

philng

The meter was installed September as there is a tag in the meter cabinet & the heating has been on prior to my son completing on 1st November.

The account as you say has been in the developer name up to completion & meter readings were taken on 1st November for which we have photos.

I have been promised a call back from EON today so will await that before raising a complaint.

dogshome

Has someone got their gas pipes crossed ?


The Meter Serial Number is emblazoned on the meter for all to see and any dwelling can have it's meter changed for a number of reasons.
What is more important is the MPRN,( MeterPointRegistrationNumber ) These are individual for each property, registered on the gas National Data Base and locked to that address forever.


It's the builders who commissioned the Gas installation, maybe from an IG Transporter, but until the house is sold it's the builder who's paying for the Gas - DailyService Charges only?- and the NPRN is printed on those bills !

EnergyRookie

dogshome wrote: »

Has someone got their gas pipes crossed ?


The Meter Serial Number is emblazoned on the meter for all to see and any dwelling can have it's meter changed for a number of reasons.
What is more important is the MPRN,( MeterPointRegistrationNumber ) These are individual for each property, registered on the gas National Data Base and locked to that address forever.


It's the builders who commissioned the Gas installation, maybe from an IG Transporter, but until the house is sold it's the builder who's paying for the Gas - DailyService Charges only?- and the NPRN is printed on those bills !

Yes, I think you have come more directly to the point I was attempting to make.

Former_E.ON_Company_Representative:_Malc

philng wrote: »

Son moved in to a new build on 1st November and at the time advised all houses on the estate would initially be with EON but would be able to switch away after 7 days.

Has tried to switch away to AVRO to be told following:

Unfortunately when checking your details on the national database, your gas meter does not have a registered MSN (Meter Serial Number). We will please need you to contact your current supplier to ask them to update the database with your MSN before we can take over your supply. Once you have confirmation from you current supplier that this has been updated, please ask them for a screen shot to show that this has been actioned.

Have been in touch with EON who are blaming Independent Gas Transporter who they say fitted the meter & it may take a further 10 working days to resolve.

So in meantime he is stuck on expensive EON tariff & they are delaying transfer.

Clearly unhappy if he was to complain would that be through EON?

philng wrote: »

The meter was installed September as there is a tag in the meter cabinet & the heating has been on prior to my son completing on 1st November.

The account as you say has been in the developer name up to completion & meter readings were taken on 1st November for which we have photos.

I have been promised a call back from EON today so will await that before raising a complaint.

Hello philng and already some good advice on here - thanks all.

With a new build where we're the chosen energy supplier, it's our responsibility to set up accounts for each individual property using the gas supply number or Meter Point Reference Number (MPRN) dogshome refers to. As dogshome says, this supply number is unique to the property. For IGT sites, it's a 10 digit number beginning with 74, 75, 76 or 77. Attached to it is the Meter Serial Number. Both numbers might be on the tag you mention.

These numbers are logged on the National Database used by all suppliers when putting through a switch. As the existing supplier, it's also our responsibility to update the National Database with any changes or new information. For new builds, this is looked after by our specialist New Connections team and I suspect this is who the advisor you spoke with has gone to.

It's great you've opening meter readings and photos. New Connections might also ask for the Royal Mail address including the post code, a plot number if relevant, the serial number from the meter itself and up to date readings. They'll then be in touch with the National Database to make sure the data they hold for the property is both accurate and complete. Once sorted, your son will be able to change supplier.

Hope the move went smoothly philng and your son has settled in to his new home.

Malc

philng

Thank you for response from EON rep.

Situation remains unresolved despite raising 2 weeks ago so i have now raised a formal complaint to EON as 3 weeks down the line i am still unable to transfer to a new provider on a much lower tariff.

With the meter being fitted in september and existing supply with house builder morris homes this should have been resolved much earlier.

Former_E.ON_Company_Representative:_Malc

philng wrote: »

Thank you for response from EON rep.
Situation remains unresolved despite raising 2 weeks ago so i have now raised a formal complaint to EON as 3 weeks down the line i am still unable to transfer to a new provider on a much lower tariff.

With the meter being fitted in september and existing supply with house builder morris homes this should have been resolved much earlier.

You're welcome philng and I'm sorry this is still outstanding.

It's good you've raised a complaint. A Complaint Manager based in the New Connections team will take ownership and let you know what's happening. If you haven't already, it would be good if you can let them have the information I mentioned yesterday.

Thanks for your patience philng.

Malc