Yorkshire energy ?

bagand96

Exile28 said:

ossie said:

Q1. Ossie, can I ask was the switch to SP complete before you applied to switch to Octopus?
A1. Yes, I was watching 1st Jan when SP switch over. I applied same day to Octopus.

Q2. Was this including gas? And if so was your reading showing as 30 Nov 1902? Thanks
A2. Yes it includes Gas, and the 30th Nov 1902 year too.

Thanks. That is really helpful to know. It means that it's likely most switches will go ahead despite Scottish power's messing around with the gas readings. I know a few accounts that have been showing as Scottish power on the national database for a while now (I checked) and assume if that's the case then they have to allow a switch to another supplier within the appropriate timeframe.

When I spoke to someone today they said that they are setting up the accounts in 'layers' and that we will get an email in a week or two once done. I'm taking this to mean they don't trust the readings we gave them and they want it from Yorkshire energy before they will put it on the account.

The issue with the absent readings doesn't seem to be affecting switches. 

A lot of people started switches once SP showed as their supplier in the national databases, and most seem to be reporting success. The missing meter reads won't stop a switch, that is a billing issue for SP to tie up afterwards.

DaveYorks24

We switched away from Yorkshire Energy on 1st Dec 20 and have seen our final bill 6th Jan 21.
Has any successfully received a refund as SP are being unhelpful as usual, ignoring their own advise on their website and keep pushing any refund requests back to YE's Administrators?

masonic

DaveYorks24 said:

We switched away from Yorkshire Energy on 1st Dec 20 and have seen our final bill 6th Jan 21.
Has any successfully received a refund as SP are being unhelpful as usual, ignoring their own advise on their website and keep pushing any refund requests back to YE's Administrators?

Very few of us are in the fortunate position of receiving a final bill from YE. Suggest you start a formal complaint now if SP are not cooperating. You will need to wait 8 weeks before you can refer your complaint to the Energy Ombudsman, and it will take a few weeks after that for them to rule on your complaint. If SP cough up in the mean time then great, if they don't and you waited patiently without complaining, you'll regret not having complained sooner.

Phones4Chris

[Deleted User] said:

Phones4Chris said:

slpj said:

SP seem to be giving diferent answers to eveyone who calls them.

..............

So I just rang again, and have just been told I can't give my gas reading, as this has to come from YE.

That's obviously total bull as it's the opening reading you give the new supplier that gives the closing reading to the old supplier (I don't see that SoLR makes any difference).

Agreed.  And this response from SP does not fit in with what I saw on my YE account in the early date of the SOLR process.  The last reads I was able to submit to YE direct was on the 6th December.  The figures I submited to SP (in response to the email I received on 7th December) was given to SP via their link in the email 2 days later on 9th December.  These same figures (the closing/opening reads) appeared for a day or so on the YE site with a date of December 5th!  So YE have my final reads and SP have my opening reads or at least had them because YE were never told the numbers that I gave to SP on the 9th December (we were unable to enter meter reads by the 9th anyway I think! )  

Late this afternoon, I checked my SP account to see no change since my last post on that, so I phoned the dedicated helpline. Answered quite quickly. I didn't make a note of the chap's name but he was not only very helpful but apologetic for the way SP were handling things. We had a discussion about why the reading I'd provided to SP (acknowledge by SP by email a month later) was not showing in the account. He had a look and said the account setup had only just completed and it might take a day or two for it to show up. We discussed how many things in relation to all this should have been automated. I said that the SoLR situation should make no difference whatsoever, and SP need to take a serious look at their procedures. The whole business needed escalating to someone senior. He said he'd already escalated a number of things as a result of dealing with some other customers and would do so with what I'd had to say. 10/10 to him.
So, we now wait with bated breath !

gsmh

What is the dedicated helpline number? I need to talk to them and was going to call the advertised number. Thank you. 

macman

Given that SP only have to process a relatively small no.of new customers migrating from YE under SoLR, around 74,000 in total, they are really dragging out the process. It's been about 6 weeks now, and I still have no online account or even tariff details. The actual switch took place about a week ago, but I have not yet been informed by SP that I am now their customer, not been asked for a meter reading. I only found out that the transfer had completed by checking with UK Power Networks.
This is my 5th transfer in about 3 years under SoLR, and all the others completed in 3 to 4 weeks, or less. Distinctly unimpressive.

Phones4Chris

gsmh said:

What is the dedicated helpline number? I need to talk to them and was going to call the advertised number. Thank you. 

It's 0800-559-3309 Mon-Fri 9am-5pm. You should find it, along with loads of other information in the FAQ that was linked in the email they sent telling you they were taking over the YE accounts.
See https://www.scottishpower.co.uk/solr/yorkshire-energy
Depending on your query, the general 0800 number might be able to help and they have longer hours/days.

gsmh

Thanks so much. I must have deleted the original email so couldn’t check. 

[Deleted User]

Phones4Chris said:

Late this afternoon, I checked my SP account to see no change since my last post on that, so I phoned the dedicated helpline. Answered quite quickly. I didn't make a note of the chap's name but he was not only very helpful but apologetic for the way SP were handling things. We had a discussion about why the reading I'd provided to SP (acknowledge by SP by email a month later) was not showing in the account. He had a look and said the account setup had only just completed and it might take a day or two for it to show up. We discussed how many things in relation to all this should have been automated. I said that the SoLR situation should make no difference whatsoever, and SP need to take a serious look at their procedures. The whole business needed escalating to someone senior. He said he'd already escalated a number of things as a result of dealing with some other customers and would do so with what I'd had to say. 10/10 to him.
So, we now wait with bated breath !

 I am now starting to think that the whole process of setting up our accounts fully needs much more additional manual input to make it happen. If this is indeed the case and as there are some 77K accounts to set up and populate with all the right data, the usual kind of welcome packs, account setups, and notifications (normally almost certainly automatically generated speedily with little human input) will take more time than many of us thought.  It took AVRO less than 1 day to furnish me with their stuff including all the correct meter details (which AVRO must have lifted automatically from the industry databases), whereas with Scottish Power I am now up to what 6 weeks or so with no sign of their welcome pack.  When you were told  the account setup had only just completed and it might take a day or two for it to show up, do you think this was just in relation to your account only or was it for all accounts?

Basically they have my residential address probably supplied by YE? (from which you could automatically lift meter details very quickly I would have thought),  been given opening meter reads (by me) with no indication that these are not validated,  an email address (supplied by YE).  You would think that SP staff are furiously typing stuff from PC terminals all over the country, account by account as I did when initiating a switching from SP to AVRO.  The only way YE is now in the loop (via their administrators) for SP is to produce the final accounts for the YE and to pass on the balances to those former YE who need refunding through SP at some point in the future.   

Phones4Chris

[Deleted User] said:

Phones4Chris said:

Late this afternoon, I checked my SP account to see no change since my last post on that, so I phoned the dedicated helpline. Answered quite quickly. I didn't make a note of the chap's name but he was not only very helpful but apologetic for the way SP were handling things. We had a discussion about why the reading I'd provided to SP (acknowledge by SP by email a month later) was not showing in the account. He had a look and said the account setup had only just completed and it might take a day or two for it to show up. We discussed how many things in relation to all this should have been automated. I said that the SoLR situation should make no difference whatsoever, and SP need to take a serious look at their procedures. The whole business needed escalating to someone senior. He said he'd already escalated a number of things as a result of dealing with some other customers and would do so with what I'd had to say. 10/10 to him.
So, we now wait with bated breath !

 I am now starting to think that the whole process of setting up our accounts fully needs much more additional manual input to make it happen. If this is indeed the case and as there are some 77K accounts to set up and populate with all the right data, the usual kind of welcome packs, account setups, and notifications (normally almost certainly automatically generated speedily with little human input) will take more time than many of us thought.  It took AVRO less than 1 day to furnish me with their stuff including all the correct meter details (which AVRO must have lifted automatically from the industry databases), whereas with Scottish Power I am now up to what 6 weeks or so with no sign of their welcome pack.  When you were told  the account setup had only just completed and it might take a day or two for it to show up, do you think this was just in relation to your account only or was it for all accounts?

Basically they have my residential address probably supplied by YE? (from which you could automatically lift meter details very quickly I would have thought),  been given opening meter reads (by me) with no indication that these are not validated,  an email address (supplied by YE).  You would think that SP staff are furiously typing stuff from PC terminals all over the country, account by account as I did when initiating a switching from SP to AVRO.  The only way YE is now in the loop (via their administrators) for SP is to produce the final accounts for the YE and to pass on the balances to those former YE who need refunding through SP at some point in the future.   

Clearly?? there must be some manual inputting going on, but whether this is just verification work or what, we don't know. There clearly is stuff that is automated. Obviously our details, address, email address, MPRN were obtained from YE, whether through OFGEM or direct I/We don't know, but within 48hrs of SP being appointed SoLR we got emails. As I didn't respond immediately to that first email, a second one came 4 days later - that must be automated as well. The request for meter reading and DD details obviously resulted in some further automated action as the DD was set up (I'll try and ascertain when I'm at the bank what the date was that it got set up). They've not taken any money yet, despite what the email/FAQs said. I haven't had a Welcome Pack either. As far as account set up completion , it was obvious there are many others in the same boat. The call taker could see my basic account details and could check all that against the Network Supplier database. My account did also show the meter serial number (must have come from the Network database).
It's also obvious that other automated processes work as the account shows the switch status to my forthcoming supplier!
How the hell they manage to run a company in the manner they appear to, with as many customers as they must have, god knows.
I'll update when there is more to report.