Mixed up meters

Bazza10

I’ve lived in my flat for 5 years and always read the gas meter which has my flats number on it. However in early December a lady who lived in another flat informed me that it transpires that we have both been reading the same meter and that the numbering on the meter boxes is wrong. She contacted OVO , her gas supplier who asked us to conduct a burns test on both meters which we did and this established that she was correct and we then identified my meter elsewhere. The reading on ‘my’ meter was considerably lower than hers so clearly I have been overpaying for my gas. I then informed my energy supplier ,EON, of the correct number but after several endless phone calls was unable to get them to accept the meter mix up and change the numbers over. Then, out of the blue, I received a welcome e mail from SSE informing me that they were now my gas supplier and requesting a meter reading despite me never contacting them at all. SSE were my previous supplier but I transferred to EON  from them in March 2020. Several frantic phone calls later and despite raising a complaint with both companies I have got precisely nowhere. 

I really don’t know what to do next. I’m still getting a gas supply but have no idea who is providing this . I’m sure I’m due a refund from EON and possibly SSE and both refuse to accept the correct meter number on their records. 

I really don’t know what to do next. Can anybody suggest what I do next? 

[Deleted User]

Check what is recorded on The National Database for your property address. Sadly, too many new developments are registered incorrectly; ie, the Plot No is registered as if it was the postal address. For example, I live at No 14/Plot 6. My MPRN/Meter Serial No were registered as No 6. My neighbour at No 5/Plot 14 had my MPRN/Meter Serial No linked to his address. These problems are tricky to resolve as suppliers do not set up new connections: these are done by the property developer in conjunction with Cadent or an independent gas transporter. Changing the serial number isn’t the answer as the MPRN and meter serial number are linked at installation to your property. You need to speak to the supplier that supplies your MPRN and get them to change the postal address. They will probably need a photo of the meter serial number. The supplier that supplies your MPRN will have taken the meter over in good faith, and they are entitled to payment for the energy that has been consumed. The supplier that has been taking payments from you should refund you as they haven’t supplied you with any energy.

leonj

Is the meter serial number wrong on the account? Or have you just been reading the wrong meter?

dogshome

This could be two entirely different problems::

1) Meter mix-ups in blocks of flats are not uncommon - Check who owns your 'Actual' meter on the National Data Base -. " Google who supplies my Gas" - Then WRITE  letters to both that supplier and EON headed Complaint, setting out the details of what your neighbor and your self have discovered - *Suppliers must act on receipt of Complaint letters

2) It's possible that the letter from SSE is the result of an "Erroneous Transfer" - These happen when someone else tries to Switch supplier and the data gets scrambled in the system - Contact SSE,, again in writing 

Bazza10

Tried all the above. Contacted SSE and EON without success several times by phone and email. Also contacted National database today and helpful lady said that there are 3 flats all registered to same meter! She couldn’t understand this especially as the original meter on which all my readings were based and which appears on my bills isn’t registered to anybody. 

I contacted SSE again ( at their South African call centre) but they just can’t seem to accept position and said the case has been referred to their in house manager ( Glynn Jones) in Cardiff but despite several attempts to e mail him he isn’t responding . I’ve left my phone number so he can call but  he hasn’t so far. I’ve pointed out to SSE that I can’t submit a gas reading as it’s the wrong meter but they just went ahead and produced an estimated bill. I’m still paying EON and it’s impossible to contact them at all .
I’ve now e mailed the Ombudsman in the hope of some action. 

macman

Frustrating I know, but the Ombudsman won't look at it until you have been through the supplier's own complaints procedure and either waited 8 weeks without resolution, or received a deadlock letter.

Phones4Chris

Has the Lady in the other flat just changed suppliers to SSE? Whatever, I suggest a joint written/email "formal complaint" (ie.from both of you) to both your suppliers old and new if one has changed and copy it to the National Database (get a name/email address from them) detail your respective meter numbers, addresses etc and demand the records are corrected forthwith and refunds made as appropriate. Then as macman has said if unresolved.

Bazza10

Thanks everyone. Following my e mail to Ombudsman which I copied into the guy dealing with matter at SSE I finally got a call from him, explained everything and gave up to date reading from correct meter. He now will deal with this matter and process a refund if due but said if I haven’t paid enough the excess will be cancelled. Hopefully he does all this soon.