Scottish Power keep sending me neighbour's gas bill!!! What can I do to solve this???

jappleby93

Hi everyone,

As the title suggests, I keep receiving a neighboring apartment's Scottish Power gas bill. I know this is my neighbor's due to the MPRN number on the bill being registered to their address along with SP agreeing it's not mine when I've phoned them up about the issue.  I'm also not with Scottish Power for Gas or Electricity and have only been with Scottish Power for a brief period a while back for electricity only. What keeps happening is we get an email saying "your final electricity bill is ready, your account balance is  £0" followed by an owner-occupier gas bill to us through the post. We tell SP this is not ours, they agree and change the address on the bill to the neighboring apartment, and then a month later the same thing happens again.

So why does this keep happening? The only conclusion I can fathom is that SP has the MPRN numbers registered to the wrong addresses. E.G neighboring apartment with SP has our MPRN number so we keep getting there's? I have checked that my gas meter is with my current supplier and that it is correctly reg'd on the national database (it is).  So what can I do to stop this???  I'm about to move out of my current apartment, so ideally would like to solve this before a new tenant arrives and has to go through the same nightmare, or worse they think it's their bill.

Any advice would be greatly appreciated!!!!

JohnB47

All I can suggest is that you go through the formal complaint process with Scottish Power, setting out the case as you've explained in your post.

Sounds like they have two databases at work here and even though an agent does what they think is necessary, they don't realise the full extent of the problem or they don't have the access/ability to make all of the changes that are needed.

A formal complaint should get to the right people.

jappleby93

JohnB47 said:

All I can suggest is that you go through the formal complaint process with Scottish Power, setting out the case as you've explained in your post.

Sounds like they have two databases at work here and even though an agent does what they think is necessary, they don't realise the full extent of the problem or they don't have the access/ability to make all of the changes that are needed.

A formal complaint should get to the right people.

Looking at the google reviews and news articles of SP it doesn't seem like the formal complaint process does much unfortunately, they just ignore it or just close the account and make a new one a month or so later

Ectophile

jappleby93 said:

JohnB47 said:

All I can suggest is that you go through the formal complaint process with Scottish Power, setting out the case as you've explained in your post.

Sounds like they have two databases at work here and even though an agent does what they think is necessary, they don't realise the full extent of the problem or they don't have the access/ability to make all of the changes that are needed.

A formal complaint should get to the right people.

Looking at the google reviews and news articles of SP it doesn't seem like the formal complaint process does much unfortunately, they just ignore it or just close the account and make a new one a month or so later

But if you wait 8 weeks from when you made the complaint, then you can go to the ombudsman, whether they have resolved the complaint or not.

jappleby93

True, although I'd probably have to put my name on the bill, which would complicate things further.