Energy Ombudsman Questions

[Deleted User]

Just looking at this
 
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/complain-about-your-gas-or-electricity-bill-or-supplier

I am about to send off a formal complaint to Avro about the continuing debacle relating to missing Meter Technical Details (MTD's) some 8 weeks after enquiring (not a formal complaint) as to where these missing serials were in early February (when I switched from SP).  The above document details when you can take it further and complain to the Energy Ombudsman

(a)  You're not happy with their response
(b)  You've still not resolved the issue with your supplier after 8 weeks since you first made the complaint

From this, am I correct in assuming that once I have sent Avro this formal letter of complaint I won't be able to bring the Energy Ombudsman onboard for a further 8 weeks (taking me to late May) irrespective of what Avro do in the meantime?  In other words, both (a) and (b) conditions need to be met otherwise any application to the EO will be bounced back to me?     

[Deleted User]

Eight weeks from submitting a formal complaint or Deadlock before the complaint can be escalated to The EO. Out of interest, what is the issue that you are complaining about? 

[Deleted User]

Dolor said:

Eight weeks from submitting a formal complaint or Deadlock before the complaint can be escalated to The EO. Out of interest, what is the issue that you are complaining about? 

(as above)  "I am about to send off a formal complaint to Avro about the continuing debacle relating to missing Meter Technical Details (MTD's) some 8 weeks after enquiring (not a formal complaint) as to where these missing serials were in early February (when I switched from SP)."  The following exchanges will give you more detail

Rewinding the clock back to 3rd Feb on Supplier Switch Date.  When my account was first functional on SSD I noticed that the MSN was missing from my electricity account (gas was populated correctly with its MTD's).  This leccy meter is not a new meter install neither is it a smart meter.  Contacted Avro (via chat) on 3rd Feb  to be told by Avro chat "As i say the full details normally dont update till 10 days from the go live date so we have some details but everything will update shortly"

Fast forward to email reply on 10th Feb. "The reading of xxxxx has been passed to the data collector however, it can take up to 15 working days to be validated and we have not received confirmation of this as of yet"

And then to 26th Feb "I have received a response from the data collector regarding this and we are awaiting the reading to be validated with your previous supplier and have been advised this can take up to 30 days from your live date 03/02/2021. I am monitoring your account and I will add the meter details as soon as they are received and we will use the opening read of xxxxx"

And then to 25th March "The problem seems to be that we have not yet received the correct meter technical details (MTDs) from the meter operator. The hold up could be either at Avro's or Scottish Power's meter operator. We can ask out Data Quality team to chase this up with the relevant meter operator and hopefully the D86 read will be issued."

So 3 different timescales given to resolution of issue (10 days/15 working days/30 days from your live date).  The March 25th email was the first indication of where the problem might be.  The phrase "We can ask" implies to me that things would just continue to be stuck without the prodding from myself trying to be pro-active.  The term "hopefully" does not imply that Avro have confidance either.  Basically I am not happy with Avro although I do concede that the problems I am having are due to the agents used by Avro.  Avro just don't seem to be at all pro-active and no further forward than they were 8 weeks ago.

brewerdave

I had a problem with my electric switch to Avro in Aug. 2019 which was traced to them having the details of a meter that had been exchanged in 2016 ! They blamed the central database but I'd had 5 different suppliers including SOLRs (due to failures), after the meter swap, so it looks like they have a problem with their data supplier!!

MovingForwards

brewerdave said:

I had a problem with my electric switch to Avro in Aug. 2019 which was traced to them having the details of a meter that had been exchanged in 2016 ! They blamed the central database but I'd had 5 different suppliers including SOLRs (due to failures), after the meter swap, so it looks like they have a problem with their data supplier!!

The meter in my home was swapped in 2008.

I've obtained a screen print from the national database (ND) to show what number they have, took a screen print to show what SP have for my account (matches the ND) and taken yet another photo of my meter.
Sent all of it off to SP, copied in the CEO (again) and told them to update it. Been trying to politely, yet sternly, get SP to sort it out to avoid going through all my emails, sticking them into a zip file and sending it off to the ombudsman.
Took months to get other things dealt with, again I handed all the info to them on a plate, and I've had one large credit as an apology so far.
I can't even move supplier until they update the ND.

bagand96

I can’t answer your question OP, but do keep us updated!

Also been an Avro customer over 8 weeks and they can’t provide me with a bill. My scenario is slightly different to yours, my meter details are all correct, it’s just the opening read for electricity isn’t validated so they cant start billing. 

Definitely something skewed with Avro and their data collector. @brewerdave story reminds me of the post recently where Avro were double billing someone... one set of readings for the existing smart meter, and another set for the old meter that had been removed a couple of years previous!

[Deleted User]

bagand96 said:

I can’t answer you’re question OP, but do keep us updated!

Also been an Avro customer over 8 weeks and they can’t provide me with a bill. My scenario is slightly different to yours, my meter details are all correct, it’s just the opening read for electricity isn’t validated so they cant start billing. 

Definitely something skewed with Avro and their data collector. @brewerdave story reminds me of the post recently where Avro were double billing someone... one set of readings for the existing smart meter, and another set for the old meter that had been removed a couple of years previous!

Formal letter of complaint now sent off - next date in my calendar will be 26th May in 8 weeks time when I shall go down the next rabbit hole called The Energy Ombudsman.  That is unless Avro are able to sort this mess out before then.