Energy company not accepting solar FiT readings

MyUsername

My grandfather who is having problems with the energy company not accepting his FiT readings and I was wondering if I am going about it the right way.

In November 2018 the energy company refused to accept his readings without a photograph as they had been higher than normal due to the heatwave. He is in his 90s and doesn't have a computer so he had to wait for me to be at his house to do it. I don't live near his house so this took time. I submitted this and the energy company claimed they accepted it but they didn't.

At the start of 2020 they said the reason they rejected his readings was because one his solar meter serial numbers was wrong and they needed a MCS Certificate to update their records. I sent this off and they said that they had accepted it and once the next payment window opened they would accept a reading. 

At the start of this month I submitted the meter readings and they said that his account hadn't bee unlocked after he had submitted the MCS Certificate which was accepted earlier in the year. They then accepted the meter reading for one of his solar panel meter readings but requested a photo for the other one to verify it. I submitted a photo but they rejected the photo as it was too high despite them asking for one and it showing the number they wanted to see. They have also said they won't be making the payment which has been "On hold" since 2018. They have also accused him of illegally tampering with the meter, the seal is still on the meter so this is completely untrue. 

From doing more investigating I have noticed there is a meter on his inverter which is showing a lower reading than the meter the electricity company use indicating there may be a fault with their meter. I have spoke to the electricity company who have said they would accept the reading on the inverter. I however have refused this their website clearly states that they have to accept the meter reading from the meter with that set serial number. Giving unofficial reading from other meter would in my mind be a clear breach of the terms and conditions and I rather shocked they suggested it. The energy company has said though that the faulty meter is my grandfather's responsibility to fix. I have asked them to send engineers out but they have refused to. 

After all this I have asked to make an official complaint as I feel they should have rectified the problem earlier and not claimed they were going to do something but then not do it. I was wondering though if I am going about it the right way and what I should do? 

Ectophile

They are correct in that the meter belongs to your grandfather, not them.  So it's not their job to fix it.  But the odds of the meter over-reading are pretty slim.

Have they not sent someone of their own to read the meter in the last 2 years?  they are supposed to.

It sounds like they are being confused and/or unreasonable.  A formal complaint costs nothing to do, so you might as well do it.

MyUsername

Ectophile said:

They are correct in that the meter belongs to your grandfather, not them.  So it's not their job to fix it.  But the odds of the meter over-reading are pretty slim.

Have they not sent someone of their own to read the meter in the last 2 years?  they are supposed to.

It sounds like they are being confused and/or unreasonable.  A formal complaint costs nothing to do, so you might as well do it.

Cheers for that they claim they don't do meter readings anymore. 

mickyduck55

Im with Eon for my FIT payments, they do not supply either gas or electricity to my property however they send someone out to read my generation meter at least once a year, seems more frequently but probably not.

MyUsername

mickyduck55 said:

Im with Eon for my FIT payments, they do not supply either gas or electricity to my property however they send someone out to read my generation meter at least once a year, seems more frequently but probably not.

He is with Eon as well. 

ElephantBoy57

MyUsername said:

Cheers for that they claim they don't do meter readings anymore. 

They read mine every two years, I thought that was mandatory.

I just send a reading in, every quarter, along with a photo, the photo shows the meters serial number.

Ectophile

MyUsername said:

Ectophile said:

They are correct in that the meter belongs to your grandfather, not them.  So it's not their job to fix it.  But the odds of the meter over-reading are pretty slim.

Have they not sent someone of their own to read the meter in the last 2 years?  they are supposed to.

It sounds like they are being confused and/or unreasonable.  A formal complaint costs nothing to do, so you might as well do it.

Cheers for that they claim they don't do meter readings anymore. 

So how do they claim to meet Ofgem's requirement for the supplier to carry out a biennial verification of the FIT meter readings?

https://www.ofgem.gov.uk/system/files/docs/2020/09/guidance_for_suppliers_v13.pdf  page 91.  Unless you have an AMR (automatic meter reader), the only option remaining is to send someone out to look at the meter.

michaels

There used to be some eon reps who hung out on the MSE boards - can anyone remember who?  Are they still around?

mickyduck55

ElephantBoy57 said:

MyUsername said:

Cheers for that they claim they don't do meter readings anymore. 

They read mine every two years, I thought that was mandatory.

I just send a reading in, every quarter, along with a photo, the photo shows the meters serial number.

I submit quarterly readings but never supply a photo of the meter, however someone does come to physically read my meter annually or maybe it is biannually... time flies

For the record they have been excellent re my FIT handling prompt payment without an issue since 2011

Exiled_Tyke

michaels said:

There used to be some eon reps who hung out on the MSE boards - can anyone remember who?  Are they still around?

It's Malc who hangs around the FIT repayments delays thread. Although if name has changed to 'Former' company rep but he still seems to be dealing with issues. 

mickyduck55

Today I have had my meter read.. was told it is mandatory to have it done every 18 months