Gas meter never registered

BSCoulby

Dolor said:

Olinda99 said:

You need to formally complain to them along the following lines:

1. where did they get the opening meter reading from?

2. wherever they got it from, they can only go back one year (backbilling rules) - and one year ago the meter reading was xxx (insert your figure) and ask them to produce a new bill using this figure

If you don't get a satisfactory answer you can ask for a deadlock letter (or, if you don't get one, wait 8 weeks) and then go to the ombudsman who will weigh all the evidence and come to a decision.

Be wary of going to the Energy Ombudsman too soon. EOS is a private company that comes to a decision based on the evidence that is submitted to it by complainant and the supplier. For example, would this be a complaint against E.oN or E.on Next: they are separate trading entities. EOS will not be interested in what wasn’t done 8 years ago. 

All gas-powered properties have a gas transporter. The gas transporter will have been contracted to do the work by the property developer who, in turn, would have been responsible for passing on the property address; MPRN and meter serial number to its chosen supplier. For example, I have both gas and electricity in my 3 year old new build. Scottish Power Energy Networks completed the electricity installation, and an IGT - Fulcrum Pipelines - installed the gas connection. (Developers use IGTs because they are cheaper than Cadent). Scottish Power New Connections undertook the administrative work to update both the electricity and gas databases etc. Scottish Power then became my supplier for both gas and electricity.

What is being described in the OP’s post is what is known as a shipperless supply which is subject to its own Regulations. Usually when a shipper is appointed, it will raise a bill from the date that it became responsible for the supply. Clearly, E.on Next has to explain how the opening reading was calculated: that said, the OP has to accept that she has benefitted from a free energy supply for a number of years.

Complainants mistakenly believe that EOS will always find in their favour. Sadly, this is not always the case. If EOS was to agree a supplier-provided estimated opening reading then this becomes the Final Decision which the complainant can accept or reject. If the Decision is rejected by the complainant, the supplier can then go to Court in the knowledge that it has a very sound legal case.

In sum, present all evidence carefully ( note that EOS investigates nothing, it just reviews evidence); get a trusted friend to read through the evidence before submission, and think through how you would react to a Decision going in the supplier’s favour. Alternatively, the OP could avoid a deal of stress by making an appointment to see a Citizens Advice Energy Adviser for an unbiased opinion/advice.

Thank you for you wise words and advice its much appreciated. 
  
When we moved into our new property in 2012 our supplier was supposed to be First Utility and they fitted the meter.  
It appears our property meter was never registered and despite many attempts by my late husband initially with First Utility we could not obtain a new connection and account set up.  We couldn't obtain bills so that we could make payments despite chasing many times.  First Utility kept telling us they were dealing with it.  They never did and eventually nobody was showing as our gas supplier on  'Find My Supplier' website.  

My husband died in September 2019 when I took over all the home affairs.  On checking again on 'Find My Supplier' I saw that EOn were listed as our suppliers also since September 2019.   I made contact Jan 2020, no response, chased, they responded to say no account set up and theyd pass to new connections, no response, I chased August 2020, same thing, passing to new connections, then nothing.

April 2022 I receive a bill from EOn Next who have taken over the supply from March 2022.  I've had many contacts with EOn since this bill who have said they have never had an account for me, no details at all, and I should deal with EOn Next, even though many questions relate to EOn.  I need to know what happened to our gas supply between First Utility in 2012 and EOn in 2019 - could we have been a shipperless site during this period and how did EOn take over?

Yes you could say we have received a free gas supply, however, I would argue the 'benefitted' point because we actively sought to pay for our gas but were blocked by suppliers at every turn.  

The EOn Next estimate is approx. only half of the actual meter reading. 

I've ascertained the gas transporter was Independent Pipelines.  Property Developer was Miller Homes.  The chosen supplier was First Utility.  

I've today sent a Complaint in to EOn Next with a paper trail of all communications I have had and mentioning the contacts my late husband had.  

Where on earth do you think I stand with this?  I will bear in mind the Citizens Advice Energy Adviser. 

Thanks 
Sue.  

[Deleted User]

The gas transporter is irrelevant. As I said above, the responsibility for registering properties sits with the developer. In my case, the developer used a third-party to deal with all the details in conjunction with Scottish Power new connections. 

What matters here is the date on which the meter was first registered on the National Database. Technically, the supplier can make a claim for the whole 8 years but advice on various legal websites suggest that any claim would be limited by the Statute of Limitations (6 years in the case of England). 

E.oN Next can only deal with your complaint from the date that it became your supplier. Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

MWT

Dolor said:

Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I would tend to agree, do not just rely on the 'back-billing' rules, they only really help when you have registered with a supplier and they have subsequently failed to bill you accurately and in a timely manner, that is not the case here.

BSCoulby

MWT said:

Dolor said:

Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I would tend to agree, do not just rely on the 'back-billing' rules, they only really help when you have registered with a supplier and they have subsequently failed to bill you accurately and in a timely manner, that is not the case here.

I would argue that this is the case here.  When we moved into our new home, we were informed that our gas supplier was 'First Utility'.  They failed to set up an account when we queried what was happening, failed to bill us, failed to even contact us again, and therefore failed to allow us to pay for our gas despite our many attempts to do so.  
This then continued with EOn.
I'm not sure how much more we need to have been failed? 
The supplier has blocked payment not us.  We have actively tried to pay. 

BSCoulby

[Deleted User] said:

The gas transporter is irrelevant. As I said above, the responsibility for registering properties sits with the developer. In my case, the developer used a third-party to deal with all the details in conjunction with Scottish Power new connections. 

What matters here is the date on which the meter was first registered on the National Database. Technically, the supplier can make a claim for the whole 8 years but advice on various legal websites suggest that any claim would be limited by the Statute of Limitations (6 years in the case of England). 

E.oN Next can only deal with your complaint from the date that it became your supplier. Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I tried to establish the date we were registered on the Database but EOn couldn't access that information for me.  How does a customer obtain that sort of information?
I will head to the CA.   
Many thanks

[Deleted User]

Raise a Support Request with XOSERVE. You might get a response.

https://www.xoserve.com/help-and-support/raise-a-new-support-request/

Gerry1

BSCoulby said:

MWT said:

Dolor said:

Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I would tend to agree, do not just rely on the 'back-billing' rules, they only really help when you have registered with a supplier and they have subsequently failed to bill you accurately and in a timely manner, that is not the case here.

When we moved into our new home, we were informed that our gas supplier was 'First Utility'.  They failed to set up an account when we queried what was happening, failed to bill us, failed to even contact us again, and therefore failed to allow us to pay for our gas despite our many attempts to do so.  
This then continued with EOn.

First Utility was taken over by Shell Energy.  So how are E.On involved?

Mstty

BSCoulby said:

MWT said:

Dolor said:

Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I would tend to agree, do not just rely on the 'back-billing' rules, they only really help when you have registered with a supplier and they have subsequently failed to bill you accurately and in a timely manner, that is not the case here.

I would argue that this is the case here.  When we moved into our new home, we were informed that our gas supplier was 'First Utility'.  They failed to set up an account when we queried what was happening, failed to bill us, failed to even contact us again, and therefore failed to allow us to pay for our gas despite our many attempts to do so.  
This then continued with EOn.
I'm not sure how much more we need to have been failed? 
The supplier has blocked payment not us.  We have actively tried to pay. 

The fact is you have used all the gas that's on the meter so it's now how much you may get away not paying when all the hassle you and others have been through to rectify it over the years.

The advice of contacting Citizens Advice is a good one.

BSCoulby

Dolor said:

Raise a Support Request with XOSERVE. You might get a response.

https://www.xoserve.com/help-and-support/raise-a-new-support-request/

Thank you I have now done that.  👍

BSCoulby

Gerry1 said:

BSCoulby said:

MWT said:

Dolor said:

Your situation clearly is more complicated which is why I believe you need the services of Citizens Advice. CA has an Extra Help Unit which has direct access to Energy CEOs’ senior staff. In your situation, this would be my preferred route. Complaints tend to get dealt with by junior staff who don’t always respond as you might expect. The same can be said for the Ombudsman. 

I would tend to agree, do not just rely on the 'back-billing' rules, they only really help when you have registered with a supplier and they have subsequently failed to bill you accurately and in a timely manner, that is not the case here.

When we moved into our new home, we were informed that our gas supplier was 'First Utility'.  They failed to set up an account when we queried what was happening, failed to bill us, failed to even contact us again, and therefore failed to allow us to pay for our gas despite our many attempts to do so.  
This then continued with EOn.

First Utility was taken over by Shell Energy.  So how are E.On involved?

Were they? I didn’t know that.  
Well we were paying Shell for our electricity supply up until my husband died. When I contacted them to switch from his name to mine they stated that they only supplied our gas.  
A year or so after that  I changed it to Bulb for the electric.  
EOn are involved as they were showing as our gas supplier from some point on ‘Find My Supplier’ - EOn later confirmed they had supplied the gas since Sept 2019.  
However, they never set us an account up and they still didn’t over the last 2 years of me asking.  
Only now they have passed over to EOn Next (separate company) who have issued a random bill which explains nothing and nobody can explain anything to me.