Elderly Parents getting Ripped Off

xlnc99

I have spoken to Scottish Power again and they will be sending all the bills in the next day or two which i will post on here.They confirmed to me on the phone that my mum is on the priority register service. I asked who put her on there and they said they did it automatically due to her age. So a few questions moving forward?

1 - If this is the case then should my mum have had any help with the meter readings or anything else?
2 - Should i change the meter? What is the best and easiest meter on the market? How do i change it?
3 - How do i keep an eye moving forward on the bills? Can someone tell me the correct way to read the meter. I understand you press number 9 - and then which meter reading do i give?
4 - Can someone tell me what all the numbers and decimal points mean on the meter?
5 - I noticed the GAS meter is outside and it is not protected. It is open as the case and covering has been broken. This is a worry as anyone can access that as its in the front of the house. Should someone come and cover this up?
6 - How should my parents now watch the consumption moving forward? Any tips?
7 - Can someone explain what Unit Rate and Standing Charge means?

Many Thanks

Gerry1

You can't change the meter, it's not the customer's property nor their responsibility.  However, the gas box is their responsibility.

The Unit Rate is the cost per kWh, around 12p for electricity and 2p for gas on a good tariff.

The Standing Charge is the daily rate for providing the service to the property.

Most of the other questions have already been answered.

Gerry1

xlnc99 said:

So happy with the choice made, switch is now complete.

It's not complete, the 14 day cooling off period has only just started, and it could be blocked by SP if there is a debt.  Don't forget to re-apply for the Priority Services Register and any other benefits. 

niktheguru

xlnc99 said:

I have spoken to Scottish Power again and they will be sending all the bills in the next day or two which i will post on here.They confirmed to me on the phone that my mum is on the priority register service. I asked who put her on there and they said they did it automatically due to her age. So a few questions moving forward?

1 - If this is the case then should my mum have had any help with the meter readings or anything else?
2 - Should i change the meter? What is the best and easiest meter on the market? How do i change it?
3 - How do i keep an eye moving forward on the bills? Can someone tell me the correct way to read the meter. I understand you press number 9 - and then which meter reading do i give?
4 - Can someone tell me what all the numbers and decimal points mean on the meter?
5 - I noticed the GAS meter is outside and it is not protected. It is open as the case and covering has been broken. This is a worry as anyone can access that as its in the front of the house. Should someone come and cover this up?
6 - How should my parents now watch the consumption moving forward? Any tips?
7 - Can someone explain what Unit Rate and Standing Charge means?

Many Thanks

1. If your mum needs help she needs to ask for it. The companies aren't required to babysit people but they will help her if she contacts them saying she needs assistance.
2.you cannot change a meter. Its not like a TV. It is the responsibility of the energy supplier and as long as its working you don't have the option to change it unless you wanted a smart meter, which it already seems to be. (But likely a smets1 so won't be smart again for a few yrs now unless you go back to ovo energy....but don't worry yourself about this)
3. Get your parents to forward their bills to you every month. Perhaps register the new energy account to your email address so all correspondence goes to you (with parent permission) give regular correct meter readings. There was a youtube video in this thread someone sent of how to read the meter watch it again.
4. Ifs not necessary for you to know whst all the values are. You just need one. Alternatively Google the name of the meter and find a manual to look at it.
5. Yes, its your responsibility to get a box for it. Call a builder to take a look.
6. We have already answered this several times already 
7. Gerry answered this above.
Good luck.

jbuchanangb

Hello @xlnc99
You have done really well to explain everything. You should deal with Scottish Power in writing not by phone as they will confuse you.
Their email address is contactus@scottishpower.com
Their postal address is ScottishPower Energy Retail Limited, 320 St. Vincent Street, Glasgow G2 5AD
I have drafted a letter you could send them: You need to put your parent's account no where I have put 1234 5678 910, but I have put your correct meter serial number. To copy the note highlight the whole box below, and use Ctrl+C to copy it, then Paste it into an e-mail or a word processing document.

ScottishPower Energy Retail Limited, 
320 St. Vincent Street, Glasgow G2 5AD
Dear Sir/Madam
COMPLAINT
Account No. 1234 5678 910
Meter Serial No. H14P0137026
I am writing to you to resolve a serious anomaly in the electricity billing on this account.
Since opening the account,and up to the meter reading provided on 7 January 2020 the readings provided have been obtained by pressing "B" on the meter and have been designated "USING NOW". Reading 39032.
In January advice was received that this method of reading the meter was incorrect, and that meter readings should be obtained by pressing "9" on the meter, and obtaining a reading designated "IMP KWH". The reading provided on 5 February 2020 was obtained in this way. Reading 43214
There is a consistent difference of 3783 kwh between the "USING NOW" and the "IMP KWH" readings, which has resulted in an overcharge of £519.56 on the February bill. (3783kWh @ 13.08p = £494.82 + £24.74 VAT)
It is accepted that an incorrect method was used for reading the meter up to and including 7 January 2020, but it is clear that the billing anomaly has arisen because the correct method has been used since 5 February 2020.
Please apply a credit of £519.56 to the account to remedy this anomaly and recalculate the monthly payments accordingly.

Yours faithfully

xlnc99

Gerry1 said:

You can't change the meter, it's not the customer's property nor their responsibility.  However, the gas box is their responsibility.

The Unit Rate is the cost per kWh, around 12p for electricity and 2p for gas on a good tariff.

The Standing Charge is the daily rate for providing the service to the property.

Most of the other questions have already been answered.

Thanks - AVRO have given me around 13.65 for electricity and 2.4 for Gas. Is this good? Should i have gone elsewhere? Gerry1 said:

xlnc99 said:

So happy with the choice made, switch is now complete.

It's not complete, the 14 day cooling off period has only just started, and it could be blocked by SP if there is a debt.  Don't forget to re-apply for the Priority Services Register and any other benefits. 

Would SP block it for any reason other then outstanding debt? They owe my parent  500 at the moment (not including any disputes etc etc). CAB have said that the old provider should notify the new provider about PSR but i will do it again just to make sure. Can i ask what you mean by other benefits? Is there other benefits i missed out on?

xlnc99

niktheguru said:

xlnc99 said:

I have spoken to Scottish Power again and they will be sending all the bills in the next day or two which i will post on here.They confirmed to me on the phone that my mum is on the priority register service. I asked who put her on there and they said they did it automatically due to her age. So a few questions moving forward?

1 - If this is the case then should my mum have had any help with the meter readings or anything else?
2 - Should i change the meter? What is the best and easiest meter on the market? How do i change it?
3 - How do i keep an eye moving forward on the bills? Can someone tell me the correct way to read the meter. I understand you press number 9 - and then which meter reading do i give?
4 - Can someone tell me what all the numbers and decimal points mean on the meter?
5 - I noticed the GAS meter is outside and it is not protected. It is open as the case and covering has been broken. This is a worry as anyone can access that as its in the front of the house. Should someone come and cover this up?
6 - How should my parents now watch the consumption moving forward? Any tips?
7 - Can someone explain what Unit Rate and Standing Charge means?

Many Thanks

1. If your mum needs help she needs to ask for it. The companies aren't required to babysit people but they will help her if she contacts them saying she needs assistance.
2.you cannot change a meter. Its not like a TV. It is the responsibility of the energy supplier and as long as its working you don't have the option to change it unless you wanted a smart meter, which it already seems to be. (But likely a smets1 so won't be smart again for a few yrs now unless you go back to ovo energy....but don't worry yourself about this)
3. Get your parents to forward their bills to you every month. Perhaps register the new energy account to your email address so all correspondence goes to you (with parent permission) give regular correct meter readings. There was a youtube video in this thread someone sent of how to read the meter watch it again.
4. Ifs not necessary for you to know whst all the values are. You just need one. Alternatively Google the name of the meter and find a manual to look at it.
5. Yes, its your responsibility to get a box for it. Call a builder to take a look.
6. We have already answered this several times already 
7. Gerry answered this above.
Good luck.

Thanks - will now look at the thread from start to finish to try and understand everything. I am learning more and more slowly

xlnc99

jbuchanangb said:

Hello @xlnc99
You have done really well to explain everything. You should deal with Scottish Power in writing not by phone as they will confuse you.
Their email address is contactus@scottishpower.com
Their postal address is ScottishPower Energy Retail Limited, 320 St. Vincent Street, Glasgow G2 5AD
I have drafted a letter you could send them: You need to put your parent's account no where I have put 1234 5678 910, but I have put your correct meter serial number. To copy the note highlight the whole box below, and use Ctrl+C to copy it, then Paste it into an e-mail or a word processing document.

ScottishPower Energy Retail Limited, 
320 St. Vincent Street, Glasgow G2 5AD
Dear Sir/Madam
COMPLAINT
Account No. 1234 5678 910
Meter Serial No. H14P0137026
I am writing to you to resolve a serious anomaly in the electricity billing on this account.
Since opening the account,and up to the meter reading provided on 7 January 2020 the readings provided have been obtained by pressing "B" on the meter and have been designated "USING NOW". Reading 39032.
In January advice was received that this method of reading the meter was incorrect, and that meter readings should be obtained by pressing "9" on the meter, and obtaining a reading designated "IMP KWH". The reading provided on 5 February 2020 was obtained in this way. Reading 43214
There is a consistent difference of 3783 kwh between the "USING NOW" and the "IMP KWH" readings, which has resulted in an overcharge of £519.56 on the February bill. (3783kWh @ 13.08p = £494.82 + £24.74 VAT)
It is accepted that an incorrect method was used for reading the meter up to and including 7 January 2020, but it is clear that the billing anomaly has arisen because the correct method has been used since 5 February 2020.
Please apply a credit of £519.56 to the account to remedy this anomaly and recalculate the monthly payments accordingly.

Yours faithfully

Really appreciate this - will do this tonight on e-mail. I have not sent any e-mail yet as i am waiting for the bills to come and then post it on here. But this helps me alot so thank you

Talldave

xlnc99 said:

Thanks - AVRO have given me around 13.65 for electricity and 2.4 for Gas. Is this good? Should i have gone elsewhere? Gerry1 said:

The gas price is an improvement, although you could get cheaper but you've thrown so many other criteria into the mix that all our recommendations are rejected. 

Isn't the electricity price more than they're paying now? (It's not clear whether you're including VAT). If that's the case, why are you switching electricity?? Sorry if I sound incredulous but this is a money saving forum!!

Gerry1

xlnc99 said:

Gerry1 said:

The Unit Rate is the cost per kWh, around 12p for electricity and 2p for gas on a good tariff.

Thanks - AVRO have given me around 13.65 for electricity and 2.4 for Gas. Is this good? Should i have gone elsewhere?

Obviously rates of 13.65p/kWh and 2.4p/kWh are not as good as around 12p/kWh and 2.0p/kWh.  But as you have repeatedly been told, you need to COMPARE THE TOTAL ANNUAL COST for your future usage, not the rates and standing charges in isolation.  A tariff that's cheapest at 8000kWh per year may well not still be the cheapest at 16,000kWh per year.  The websites will do this calculation for you, although it's a good idea to check the sums yourself and to make sure VAT is included.

xlnc99 said:

Gerry1 said:

It's not complete, the 14 day cooling off period has only just started, and it could be blocked by SP if there is a debt.  Don't forget to re-apply for the Priority Services Register and any other benefits. 

Would SP block it for any reason other then outstanding debt?

Can i ask what you mean by other benefits? Is there other benefits i missed out on?

AFAIK debt is the only reason for a transfer to be blocked.  Other benefits include Warm Home Discount, Cold Weather Payment and Winter Fuel Payment.