Energy Ombudsman won't investigate Yorkshire Energy

JudgeDekker

The Energy ombudsman isn't able to investigate complaints against a company that's gone bust, so they've just dropped all complaints against Yorkshire Energy, and won't take up any new ones against the administrators. So if the administrators rip you off by, for example, using made-up meter readings instead of the ones you gave them, you're completely on your own. What kind of pathetic abrogation of responsibility is this? At the time when consumers are absolutely at their most vulnerable, against an enemy that can do anything they like to you, that's the time the ombudsman has to down tools and let the public down. Well done whoever didn't think that was a problem when designing the system.

MWT

The ombudsman can only investigate and regulate licensed energy suppliers and they lose that licence when they go bust.

The administrators still have to behave lawfully, and cannot do whatever they want, but you don't have the ombudsman to help if you have a dispute with them.

On matters like meter readings there are still industry procedures in place that can legitimately alter meter readings you have supplied, but what really matters is that the same readings should be used by your new supplier as well, if that isn't the case then take it up with your new supplier...

[Deleted User]

SoLR transfer readings are treated in the same way as if you had switched. They are reviewed by a data collector who has access to past readings etc. The data collector will come up with an industry-validated switch reading. 

Even if you were to overpay the failed supplier for, say, 2000kWhs then you will not end up paying for the same units twice (ie, you will only pay the SoLR the daily standing charge until the meter index passes the agreed opening reading). Moreover, the true cost of those extra units is the difference in unit cost not 2000kWhs at your full unit price.

For example, some years ago, I ended up paying E.oN £70 more than I should of on a switch. My new supplier, Ovo, offered to cover the £2.34 actual difference in cost plus £20 if I agreed to waive a time consuming Agreed Readings Dispute.

matelodave

I've found that if you read the meters regularly, send in the readings once a month, check the bills once a month and download a copy of the bill or ststement once a month then the furthest out your bill or readings should ever get is just one months worth.

It saves no end of hassle if something goes wrong or the company goes bust because you've got your own written evidence of the state of your account. It's too late to try and sort it all out if you dont have the info to hand and haven't been keeping your account up to date.

Oneye12

Unfortunately Dave, as stated above you provide readings which are completely ignored by both outgoing and incoming supplier - we have the same with Ebico.

Do what we have done - write to {customerServices} OFGEM stating their system is broken, copy your MP in as well so Parliament can be informed.There is no point in OFGEM having regulations if rules are intentionally flouted.

We are also having a go at Deliotte (Robin Hood Administrators) for attempting to enforce payment and what has been declared (an alleged) Fraudulent Bill.

[Deleted User]

Oneye12 said:

Unfortunately Dave, as stated above you provide readings which are completely ignored by both outgoing and incoming supplier - we have the same with Ebico.

Do what we have done - write to {customerServices} OFGEM stating their system is broken, copy your MP in as well so Parliament can be informed.There is no point in OFGEM having regulations if rules are intentionally flouted.

We are also having a go at Deliotte (Robin Hood Administrators) for attempting to enforce payment and what has been declared (an alleged) Fraudulent Bill.

You will undoubtedly get a response from Ofgem pointing out that, when all consumers have smart meters, the problem will go away as The DCC acts as its own data collector. The ‘broken system’ as you put it has been industry practice for decades.

 There needs to be some form of reading validation process as people misread their meters; they do not bother or they just lie. As stated above, the less actual meter readings that a non-smart meter consumer provides to the supplier, the bigger the likely variation. However, as I stated above, the cost needs to be put into context as the difference between an estimated industry reading and an actual one, more often than not for, the consumer can be counted in pennies not pounds.

Oneye12

Dolors,

just read your post on another thread about would Should happen:

If the losing supplier or the consumer are unhappy with the validated readings, then an Agreed Readings Dispute can be raised. If not, the losing supplier is required to use the provided readings from the new supplier to close the account/s.

In our case - non of the above happened - no one pointed to an ARD.

This crap about reading validation process sounds like OFGEM pie in the sky. If 'they' don't like my meter readings or photos then 'they' can personally visit and observe or get lost. And we are not talking pennies we are talking 3 figure numbers over 3 Final Bills, which is why Fraud (as alleged) is part of the conversations.

[Deleted User]

Oneye12 said:

This crap about reading validation process sounds like OFGEM pie in the sky. If 'they' don't like my meter readings or photos then 'they' can personally visit and observe or get lost. And we are not talking pennies we are talking 3 figure numbers over 3 Final Bills, which is why Fraud (as alleged) is part of the conversations.

The transfer of an energy supply is underpinned by a raft of industry procedures which suppliers are required to comply with in full. If you believe that fraud is involved, then no doubt you have reported it to the Police.

Oneye12

Have we come full circle ?

the raft of industry procedures mean nothing to Ebico or Yorkshire Energy.
The Police are not interested, so filed with the more appropriate organisation Action Fraud.

JudgeDekker

[Deleted User] said:

Oneye12 said:

This crap about reading validation process sounds like OFGEM pie in the sky. If 'they' don't like my meter readings or photos then 'they' can personally visit and observe or get lost. And we are not talking pennies we are talking 3 figure numbers over 3 Final Bills, which is why Fraud (as alleged) is part of the conversations.

The transfer of an energy supply is underpinned by a raft of industry procedures which suppliers are required to comply with in full. If you believe that fraud is involved, then no doubt you have reported it to the Police.

This did make me laugh - "Suppliers are required to comply with in full". Else what? What can a consumer do to enforce that? If the energy ombudsman declines your complaint because the company's gone bust, then, sure maybe it's possible that the small claims court will help, but if each company just blames the others then you've had it. Good luck, Oneye12 - Never Give Up.

[Deleted User]

JudgeDekker said:

Dolor said:

Oneye12 said:

This crap about reading validation process sounds like OFGEM pie in the sky. If 'they' don't like my meter readings or photos then 'they' can personally visit and observe or get lost. And we are not talking pennies we are talking 3 figure numbers over 3 Final Bills, which is why Fraud (as alleged) is part of the conversations.

The transfer of an energy supply is underpinned by a raft of industry procedures which suppliers are required to comply with in full. If you believe that fraud is involved, then no doubt you have reported it to the Police.

This did make me laugh - "Suppliers are required to comply with in full". Else what? What can a consumer do to enforce that? If the energy ombudsman declines your complaint because the company's gone bust, then, sure maybe it's possible that the small claims court will help, but if each company just blames the others then you've had it. Good luck, Oneye12 - Never Give Up.

Forget about the failed supplier, in business law terms it is no longer a trading entity. The SoLR, however, is a licensed supplier and is therefore subject to Supply Standard Licence Conditions. The SoLR will determine the transfer/opening reading based on industry procedures and historical data held by a data collector (which is more than likely still trading) plus it should take over customer records. 

 The OP was worried that a Receiver might make up a transfer reading. If that was the case, then the entity being ripped off is the SoLR. The consumer would be paying for units not used at his old supplier tariff rate. The SoLR will not charge for those units until the meter index reading passes the opening reading. I would be more worried about an estimated opening reading well below what the meter index is showing. Yes, the OP might get a lot of credit back but most, if not, all of that would go to the SoLR when the first statement is raised. 

Clearly, the important thing to ensure is that the Receiver and SoLR are working with an agreed transfer (opening/closing) reading. If not, this is one for the SoLR to resolve under SLCs. If it ends up as a complaint, then normal EO escalation is available to the consumer.