Pensioners' gas bill just went from £160 to £2,584 a quarter

tim_p

What and when was the last known reading - how does it compare with the 3587/5587?

alancleaver

Here's her actual readings (done by a meter engineer calling at the house). 

20 Nov 2017 - 2688

(no readings done in 2018)

1 Feb 2019 - 3218

16 May 2019 - 3350 

22 Jan 2020 - 5587 (final reading and then smart meter installed)

Hasbeen

tim_p said:

What and when was the last known reading - how does it compare with the 3587/5587?

As I understand it from OPs posts the meter never gets read as they are unable to do so?  So the last actual reading was by installer.

I would assume they relied on estimated readings? OP did state last actual reading was 8 months before by ??

OP to clarify?

MWT

Even with the large gaps without readings, the final figure is clearly preposterous.

18 month from Nov '17 - Feb '19 = 530

9 months from May '19 - Jan '20 = 2237

Half the time and 4x the consumption.

tim_p

Isn’t it quarterly billing?  Those reads are ‘fairly’ consistent over the periods, varying from around 30-45 units per month average, which given they include winters and summer I guess it’s to be expected, what’s obviously not right is that last reading but with no independent record of what it was is what is making this so difficult to address. 

Equally, is it reasonable to expect octogenarians to be regularly reading a meter?  Some would but generally it’d be a lot to expect depending on meter location. 

MWT

The meter replacement process really should include a photo of the meter before it is removed from the customers location.

As it stands though there is no rational explanation for the crazy number they have used other than an undetected customer side leak which was somehow fixed without being noticed during the meter replacement...

Not exactly a solid foundation, whereas assuming that should have been 3587 not 5587 gives a plausible number for consumption over a full summer and about half a winter.

alancleaver

Formal complaint now sent off. Thank you all for your help. Mother in law is not on the internet but I've printed off your helpful and supportive comments for her to read. I'll let you know what happens. 

alancleaver

Just to keep you all updated... Perhaps prompted by my formal complaint, Green Star have responded very quickly and now understand that there is a 'discrepancy' and have raised an 'agreed read dispute' so the rogue reading can be investigated. In the meantime they have put the account on hold. Mother-in-law understands there's still a long way to go but I think she will at least get a better night's sleep tonight.  This progress is entirely down to you good folk so thank you for your practical advice and support - Alan

stewie_griffin

I'm a bit confused by that as an agreed reads dispute is between 2 suppliers to agree on the reading for a change of supply.