Supply Not coperating with move.

TonyBee

I am speaking on behalf of my daughter who has long term health and mental conditions.

May of last year she moved into a new council property, the property when built was under an agreement with the building company AVANT, which was Scottish Power, after a few weeks she wished to move her Gas and electricity to Bulb,a company i have used for some time and find very benificial and satisfied.
After some confussion with the address and meter identification, suppling them with MPRN numbers. Using Bulbs process of transfering she was able to move her electricity, however not her gas.
Scottish Power said the meter reading and meter allocated to the property was listed in that road but for number 19, my daughter lives at number 21, even though she had sent in all details and proof, confused, yes me too...

Below is an email she recieved last year after many contact emails with them....
"Thank you for your recent e-mail. I would like to thank you for providing the move in details. I am sorry to inform you that I am unable to process your request to day due to some technical error. I have raised service request to process the change of tenancy. I would like to inform you that it can take up to 30 days, your patience and cooperation in this matter is much appreciated.
"

Bulb has informed her that they have been ready to to transfer and made requests to Scottish Power, however Scottish Power keeps blocking the request suggesting it cannot be done, with no explination.
Bulb are unable to give a reason, and Scottish power tells her to ask Bulb to try again.

The way my daughter has been treated is getting me very annoyed, there fore i told my daughter to make contact Scottish Power, inform them that all payments will cease until they sort this issue out.

My issue is i need to know who i can make contact with a body that can act for her, this must be a break of terms and conditions.

Can anyone offer some details to help, as my daughter is close to a break down. As said this is nothing recent its been going on for months. Help needed.

JJ_Egan

<inform them that all payments will cease until they sort this issue out.>


That may end up with debt collectors involved .

TonyBee

Thank you kindly for your reply, yes i agree, so will have to re-word the complaint. But it still feels that they are holding my daughter with some fibble excuss, for the want of a better word. Who can i make my complaint to other than Scottish Power ?

matelodave

Scottish Power, like all energy companies have a complaints process which should be followed - usually by writing them a letter marked "COMPLAINT".
If it hasn't been resolved within eight weeks you can then complain to the energy ombudsman who should be able to give them a formal prod. You can also ask SP for a deadlock letter to hurry the process along.

Just trying to deal with an erk at the end of a phone is a pretty futile exercise - you need to do it formally, ideally by sending a complaint e-maila and following it with a copy sent by recorded delivery snail mail.

Make sure that you've got records of all times and dates of phone calls and correspondence. keep to the fact and don't get emotive.

TonyBee

Thank you kindly for the detailed information, its driving me crazy, but feel i can execute a decent letter for my daughter following your imput..
It has now been months, most has been recoreded via emails. But this time it will be email + recorded delivery..

You mention the energy ombudsman, would i find contact for them on SP website ?

Thank you and Regards...

matelodave wrote: »

Scottish Power, like all energy companies have a complaints process which should be followed - usually by writing them a letter marked "COMPLAINT".
If it hasn't been resolved within eight weeks you can then complain to the energy ombudsman who should be able to give them a formal prod. You can also ask SP for a deadlock letter to hurry the process along.

Just trying to deal with an erk at the end of a phone is a pretty futile exercise - you need to do it formally, ideally by sending a complaint e-maila and following it with a copy sent by recorded delivery snail mail.

Make sure that you've got records of all times and dates of phone calls and correspondence. keep to the fact and don't get emotive.

TonyBee

In addition my daughter has spoke to SP on there chat line, 1 to make a complaint, 2 to ask why the procedure has taken so long, after around an 1 hour of back and forth they tell her she is not on there system and needs to provide proof of who she is, even though we had provided everything. Asking for a complaints reference number which they would not provide.

Ectophile

Energy ombudsman link: https://www.ombudsman-services.org/sectors/energy

jbuchanangb

It is entirely possible that the allocation of gas meter numbers to properties has been wrong ever since the place was built, with bills for no 21 being based on the meter at no 19, bills for no 23 being based on the meter at no 21 etc. As part of you escalation of the complaint with SP, be sure that you send a photo of the meter at your daughter's house as firm evidence.

I hope you have also kept a good record, preferably a photo, of the meter readings when your daughter moved in, so that when this is eventually sorted out, she will only be charged for energy used as recorded by the meter in her house, not that of the next door neighbour.

TonyBee

Yes the photos were taken in the first instance when moving in....
All records have been recorded, she has learnt her lesson there.

Update after sending emails to ombudsman, local MP and comments on there FB page, we appear to be going forward. But will beleave that when my daughter has movedto her new supplier.... Thanks for the post....

jbuchanangb wrote: »

It is entirely possible that the allocation of gas meter numbers to properties has been wrong ever since the place was built, with bills for no 21 being based on the meter at no 19, bills for no 23 being based on the meter at no 21 etc. As part of you escalation of the complaint with SP, be sure that you send a photo of the meter at your daughter's house as firm evidence.

I hope you have also kept a good record, preferably a photo, of the meter readings when your daughter moved in, so that when this is eventually sorted out, she will only be charged for energy used as recorded by the meter in her house, not that of the next door neighbour.