Orbit Energy failed to switch gas

RedDwarf82

I had my gas and electricity with two different companies. Last month I requested the switch to Orbit Energy for both of them. I did receive the usual emails telling me everything has been OK, I sent the opening readings to Orbit (and submitted them as readings to my old suppliers), etc. Orbit has been charging me the expected amount for gas+electricity, the online account mentions gas and electricity and lets me submit readings for gas and electricity. Everything did look fine.

They have yet to create a bill. But I noticed that the website did never show my gas readings in "previous readings", only the electricity ones and my old supplier didn't seem to notice I wasn't with them any more. So I contacted Orbit Energy and this has been the reply:

I can confirm your agreement started with us XX/4 for gas and electric but when I checked the national database for the gas it states the meter is wit YYYYYYY. I t would be a case of contacting them to advise just like with the electric you wanted the gas switching and they need to release at their end.

Which seems to me like a horrible reply at so many levels that it would take ages to explain and are probably self-evident.

Anyway, I have replied to Orbit Energy telling them I am not happy with their answer and I guess I will contact my "previous" gas supplier just in case they happen to know "something". But does anybody have any advise about how to proceed / insights about how the switching process works internally?

Thanks.

[Deleted User]

The gaining supplier has the Licence obligation to manage the transfer of a supply to them. The losing supplier is apprised of the transfer by an industry generated message. The most likely reasons for a failed transfer are either the gaining supplier failed to initiate the switch or the losing supplier applied a transfer block. Orbit should be able to tell you whether the switch was blocked. If it was you may have to contact your present supplier to find out why. The often quoted reason was that there was a debt on the account when, in truth, it is nothing more than a debit balance which becomes payable in full via the Final Bill.

These problems are more common with small suppliers who are struggling to maintain cash flow through the business. 

This graphic shows the switching process for electricity. It is all done by industry data flows/communication.  (For future reference, as the graphic shows there is no need to contact your old supplier with readings. Any readings that you provide to your old supplier should be ignored):

RedDwarf82

Thanks, that's very helpful. Do you have a link for the document you got that figure from?

In any case I'm getting ready for a painful conversation with Orbit Energy. The fact that they didn't tell me, or even seem to notice, that the switch didn't go through; and that instead of replying "the losing supplier applied a transfer block" they gave me that vague reply makes me think it's going to be similar to the time I tried to show my grandma how to send an email.

[Deleted User]

I am not sure that a technical document will help you with any discussions that you might have with a supplier. Transfer blocking is covered by SLC14 as this document indicates:

https://www.ofgem.gov.uk/system/files/docs/2019/02/licence_guide_switching_0.pdf

If you are really bored, then all the detail is here:

https://epr.ofgem.gov.uk//Content/Documents/Gas%20supply%20standard%20licence%20conditions%20consolidated%20-%20Current%20Version.pdf

Quote: 14.3 If the licensee asks the Relevant Gas Shipper to prevent a Proposed Supplier Transfer of a Non-Domestic Customer, it must give a Notice to that customer to inform him:

(a) that it has made a request to prevent the transfer;

(b) of the grounds for the request; and

(c) how the customer may dispute or resolve such grounds, Unquote

Direct your ire at your present gas supplier.

RedDwarf82

Direct your ire at your present gas supplier.

Well, Orbit Energy are the ones that sent me an email with subject "Your switch is complete!" (plus all the other failings).
I have actually contacted So Energy. According to them they did not prevent the transfer because they did never receive any transfer request. Right now I'm inclined to believe them.

RedDwarf82

FWIW it was Orbit Energy fault, they even gave me the £30 compensation when requested. They tried to switch again and they failed again... but they managed to call me to, incorrectly, tell me that the second attempt was successful.

I would not recommend them.