SSE Estimated bill but they read the meter!

Canucklehead

Good evening: Last week , the meter reader for SSE took readings for our gas and electric, today we received the gas bill (but no electric) and it had an estimated reading well under our actual reading. In light of recent stories about a rise in utility prices in the New Year is it possible that SSE is trying extract a bit more cash from its customers i.e. will charge increased rate on the difference with the next bill and benefit from the inattentive consumer? BTW, the OH phoned in the updated reading.

Canucklehead

Cardew

This has been raised a number of times over the past couple of years; and the other side of the coin is over-estimated readings just before a price cut – not that there have been many price cuts in recent years!

I shared your cynicism, having been an intended victim in the past; although BG accepted my readings as an amendment without a murmur! Indeed some people have posted that they turned tables on the Utility company and used the readings they phoned in to their advantage!!

However despite my suspicion of all the Utility companies, I find it difficult to believe that there would be any deliberate policy manipulate the estimated readings as you suggest; it is a criminal act - conspiracy to defraud – pure and simple and OFGEM and of the police would not hesitate to take action. I suggest also that it would be impossible to cover up as some disgruntled employee would eventually blow the whistle!!

Worth checking meter/estimated readings though!

Terrylw1

Well, I can't answer for SSE but I can tell you how it works in one of the other big utilities I used to worked at. Meter readings are something I've worked on over the years from a project analysis angle with managers to try to improve but it's a massive area from a Supplier's point of view. In actuality, it's dead simple - but then it becomes messy due to how the elec industry operates.

Some things which can cause an estimate to be used:

- meter reading cycle is set up incorrectly. So, meter readers take reads & data flow them to a Supplier when your billing cycle is not actually due. The Supplier disgards them (per Ofgem's best practice advice)

- meter reader takes reading, loses it. Supplier estimates and doesn't chase up - too bigger a job for millions of accounts up to 4 times a year all in different billing patterns.

- meter reader takes reading, passes it on. Office then never data flow it to Supplier, so they estimate. Again, not chased per above.

- meter reader takes reading, passes it on. Office have a backlog and send it weeks later beyond the industry SLA. Suppliers bills to estimate, doesn't chase it.

- Reading taken but Data Collector (meter reading agent contracted by Supplier) fail the reading believing it to be suspicious. Supplier does not use and bills estimate. This was common years ago but Suppliers have since adopted the policy that if it looks right, bill it and let the customer decide.

There are loads of examples of things going wrong. The DC fails your readings if they see that you have used "twice more than expected" based on data they hold against your MPAN. From experience of supply, we all know this to be carp and we generally ignore it and bill you. At least then you will tell us if it's wrong.

Then you've got all the Supplier factors e.g. missing reports, poor staff, poor training, other faults on your account that stop it (a pending meter cgange update to a bill for a meter change at your property months ago), managers fudging stats to get their bosses off their backs.

From an MD's point of view, it makes sense to bill these readings. Why? Because if the meter reader has taken it and their office deprogrammed it - the Supplier will get billed to it. Now estimation programs in Supplier systems work based on a pattern of your consumption and some seasonal factors.

To underbill on estimates would be a failure in a Supplier Licence which would result in massive fines or a removal of a registration licence (so they can only keep current business until they resolve the issues) or a complete withdrawal for good or until they can prove they have resolved it.

When it comes to what they call "energy settlements", there are several monitoring bodies which insist on formal 6-12 monthly reviews on ongoing consultation. This is covered under market compliance.

I wouldn't put it past some greedy fatcat, but it would be suicide for a Supplier to attempt this as they would get found out. For a start, some pay their staff peanuts so they don't get loyalty so no one would have a problem reporting it.

It's always worth taking these readings and if they don't get used, you insist on it as OP did.

Thats all from a elec point of view. An absolute minefield of read tape, incompetance and lack of control all to punch 5 digits into a computer at 2 companies!

Terrylw1

andrew-b wrote: »

Thing is though Atlantic have said "no more estimates" and that they would issue two statements per year and review direct debits at each time..then the next statement i gets gives out an estimate! I guess it's just teething troubles as they have obviously made changes to the system. Thinking about it the meter reader commented the name of our road was slightly different on his handheld thingy for gas and electric which is a bit strange.


Andy

That could be why it has not be used. They have the MPAN/MPRN & meter number to check it's correct. However, they may have reported it back as an incorrect address to your Supplier. They can do that so your Supplier may have decided to investigate. I guess you will only know by asking them if thats the reason.

If they are issueing twice per year, they probably have not made any changes to the reading cycles they have with their meter reading agent. Generally, Suppliers set the cycle at 6 monthly anyway when they complete your registration an appoint the meter reading agent.

I'm guessing though that they attempt to get that reading over a couple of weeks before your statement date to make sure they can get that reading in time?

Terrylw1

andrew-b wrote: »

Yep, meter read 12th Nov , statement issued 27th Nov so possibly it was that address confusion that's delayed it. If it happens again i'll chase them for a reason.

Andy

Is your address correct with the distributor e.g. MPAS or National Grid? And is it right with your Supplier? If it is, your Supplier could update them with your address to correct it. Pretty simple process for them to sort it as long as they don't gave to investigate incorrect address/crossed meters etc.

Sometimes it takes a month to get a reading off the meter readers due to backlogs so it may be as simple as that. As long as they accept readings off you I guess you can sort your bill.

Canucklehead

Good morning: My 'suspicionstat' must be working overtime ...a report in the Indy last month that our water supplier was being fined by OFWAT for misreporting information kicked it into overdrive... http://www.ofwat.gov.uk/aptrix/ofwat/publish.nsf/Content/pn4207
I'll continue to monitor our readings.

Thanks to all.

Canucklehead

Canucklehead

andrew-b wrote: »

Yep have you not seen the whole page apology ads in the local papers from southern water? Still i suppose at least they are being upfront about it now it's come to light.

Good evening: I became aware of the 'issue' before Southern Water started their PR campaign...it was in their best interest to make a public apology once the cat was out of the bag... in the meantime we are waiting for our cheque.;)


Canucklehead

Terrylw1

Hi Andy,

It sounds like the reading agent may just have an address disrepancy then. Your Supplier can easily request they change their adress to match though.

It's possible BGas never sorted it so it has just transferred to your new Supplier. TBH the reader should have reported it anyway as they have to keep the addresses accurate so they might just update it and tell your Supplier.