Energy provider not taking Smart meter readings

w00519773

I switched energy providers last year.  I have a smart meter and one of my conditions of the switch was that my new energy provider could take readings from my smart meter.  My energy provider confirmed this would be ok - I made notes who I spoke to (who confirmed this) and when.  I would have stayed with my old provider if not as the deal was only slightly better.

Therefore I have not provided any meter readings since switching.  I received an email recently saying that I owe about £90.  I enquired about this and I have discovered that this is because my provider have used estimated readings since I switched.  They said there was some issue connecting to my Smart meter.

I am not disputing the charge - I have done the maths and it adds up - approximately; I am more concerned that I was not informed that there was an issue with my smart meter (the reading in my living room is accurate) and my energy provider has not requested any meter readings.  I was with this energy provider in the past when I did not have a smart meter and they use to request meter readings by email when they wanted them.

Do I raise a complaint or just move on? I did approach the energy provider about it and asked if I could raise a complaint and I was told: "we won't accept a complaint because this is a decision we made as a business".  I asked for clarification of what was meant by this but they said they were unable to clarify.

I guess I could have been a little more meticulous by scrutinising the bill and challenging the energy provider earlier, so I am thinking about putting it down to a lessons learnt.  Alternatively I could take my complaint further with Ofgem.

brewerdave

Unfortunately, the Government insist that utility cos. must make every effort to install Smart meters - but haven't bothered to force them to use the readings!! It requires investment to import the meter reads (from the DCC) and to integrate with their billing systems.
Can't complain to OFGEM - they won't accept individual customer complaints.

Gerry1

Just another example of the Smart Meter Fiasco - the dividend is negative.

niktheguru

Which company is your energy company?
It's a shame some companies are giving smart metering a bad name, and giving gerry even more fuel to sigh!!

At the end of the day you're not out of pocket as you are paying for what you've used. We're you being billed monthly? What did your online account say? Didn't you check your account or bill at least once to see that bills were accurate?

[Deleted User]

Hi,

why not provide monthly readings to your provider, keep a wee spreadsheet so as you can keep an eye on usage, payments and balance, help you avoid getting into a debit situation.

The_Fat_Controller

Why haven't you noticed this in the last 9 months ?

How many bills have you had with estimated readings ?

Have you registered for an online account so you can check where you stand with readings, usage and payments ?

w00519773

[Deleted User] said:

Hi,

why not provide monthly readings to your provider, keep a wee spreadsheet so as you can keep an eye on usage, payments and balance, help you avoid getting into a debit situation.

I do take meter readings monthly, however I was told initially that I do not have to supply them with readings.

[Deleted User]

Two questions: what type of meter do you have, and if it is a SMETS1 has it been adopted and enrolled by the DCC?

I agree with the other posters - smart meters are not fit and forget. Statements need to be checked.

niktheguru

w00519773 said:

[Deleted User] said:

Hi,

why not provide monthly readings to your provider, keep a wee spreadsheet so as you can keep an eye on usage, payments and balance, help you avoid getting into a debit situation.

I do take meter readings monthly, however I was told initially that I do not have to supply them with readings.

If you take monthly readings then it's a no brainer that you should be checking your statements. What's the point of monthly readings if you're not doing anything with it. You might as well have done nothing.

w00519773

niktheguru said:

w00519773 said:

[Deleted User] said:

Hi,

why not provide monthly readings to your provider, keep a wee spreadsheet so as you can keep an eye on usage, payments and balance, help you avoid getting into a debit situation.

I do take meter readings monthly, however I was told initially that I do not have to supply them with readings.

If you take monthly readings then it's a no brainer that you should be checking your statements. What's the point of monthly readings if you're not doing anything with it. You might as well have done nothing.

As I said; I do take readings.  I challenged them about my bill a few months ago expecting it to go up, however they said I have a smart meter so would have notifed me if my bill needs to change.

[Deleted User]

w00519773 said:

niktheguru said:

w00519773 said:

[Deleted User] said:

Hi,

why not provide monthly readings to your provider, keep a wee spreadsheet so as you can keep an eye on usage, payments and balance, help you avoid getting into a debit situation.

I do take meter readings monthly, however I was told initially that I do not have to supply them with readings.

If you take monthly readings then it's a no brainer that you should be checking your statements. What's the point of monthly readings if you're not doing anything with it. You might as well have done nothing.

As I said; I do take readings.  I challenged them about my bill a few months ago expecting it to go up, however they said I have a smart meter so would have notifed me if my bill needs to change.

You still have not answered the question about the type of smart meter installed at your home. Is the supplier now receiving smart meter readings?