Back billing

smileguy

Hi can anyone help me please I’m trying to help a friend who has got in a muddle with her energy company. Back in feb 2018 my friend had her energy bills under estimated until June 2019 which resulted in a bill in June 2019 of many thousands of pounds  she then started to pay direct debit for the account and bills  still under estimated shock means the debt has grown  . I just need to know how far back can they claim  the money from as it seems unfair as she’s elderly and doe seem to understand  about it. Many thanks in advance 

MWT

There is probably more to this story as it is hard to run up a bill of 'many thousands of pounds' in 12 months, but based on what information you've given us there doesn't seem to be much wrong with the billing process as they seem to be catching the underpayments and billing within the allowed period.

There are two things that should be done though, your friend should be submitting regular monthly meter readings, and if she is unable to do so she should probably be on her suppliers 'Priority Register' so she can request help with the meter readings.

Neil_Jones

Back billing details are here:

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-back-billing-guide-your-rights

Bills that are estimated are generally not covered, and the simple reason for this is that meters aren't being read.  If you're not receiving bills that's a different issue.

This situation usually comes about because your direct debit (which is almost always a payment towards your next bill, not the cost of the bill itself) was too low in the first place.  However if your friend only started paying direct debit June last year how was she paying before?  A case of receive a bill in the post and trek off to the Post Office or the bank or similar?

What sort of property is this?  House?  Flat?  Number of bedrooms?  Is it gas and electric or electric only?

smileguy

Hi thanks she was paying the bills quarterly before  June   Seems they had been underestimating them.

smileguy

Many thanks

welshmoneylover

Did she not send any actual readings at all during this timeframe? 

smileguy

No she didn’t  she’s elderly and assumed they had been reading it or had at least estimated it better as she’s never changed energy firms so they should have past readings to give accurate estimates 

Robin9

@smileguy -  she has asked you for your help. Have you access to her bills and her meters. 

Read the meters for her and get a revised bill at least then she and you will have an accurate picture.  Have a good look through the bills and see if you can find one with Actual readings on them

Get a letter from her authorising you to talk to the supplier on her behalf. You should then be able to get her on the " best" tariff while you sort things out.

welshmoneylover

smileguy said:

No she didn’t  she’s elderly and assumed they had been reading it or had at least estimated it better as she’s never changed energy firms so they should have past readings to give accurate estimates 

Unfortunately past usage is no guarantee of any future usage.
perhaps also have a look at getting a smart meter fitted, they are ideal for elderly people who cannot reach meters in awkward places. 

Also have a look to see whether any priority assistance funds are available with her current energy supplier and the warm home discount.
good luck