Does anyone have experience of going to the Energy Ombudsman?

wasty

My electric meter failed, cut off the supply to the night storage heaters, the normal electric was ok, and the meter had not been read for 18 months.  The property was, past tense, my parents and because of the government’s lockdown I was unable to visit regularly, hence other than having the heating at a minimum to avoid the property freezing up, only a relatively low amount of normal electric was used.  The utility company has made what appears to be a reasonable offer for the night storage but not the normal electric.  I asked them to rework the normal electric, but they refused saying that if I refuse they will go to the ombudsman and remove the offer.  Has anyone experience of going to the the ombudsman and can advise me. 

I posted this in Consumer Rights but was advised to post it here, sorry if this is wrong, mods.

MWT

What would be the basis for making a change to the 'normal' electricity usage?

The Ombudsman rarely makes significant awards, and you'd have to have a good clear reason why you think a change is justified and you do run the risk that the Ombudsman's decision will not be at the same level as what has already been offered...

wasty

MWT said:

What would be the basis for making a change to the 'normal' electricity usage?

I wasn’t there to use the oven, immersion, shower, or extra heating.

Edit, there were no readings for the normal electric either.

QrizB

wasty said:

MWT said:

What would be the basis for making a change to the 'normal' electricity usage?

I wasn’t there to use the oven, immersion, shower, or extra heating.

Were you billed for using the oven, immersion, shower and heating?

I think we need some more details of exactly what you've been billed for and why you think it's incorrect.

wasty

The bill was estimated, and having read the meter since a new one was installed for when I am there and not there, I believe that they have over estimated the bill.

QrizB

OK, so what have they estimated? How many kWh, for what period?

wasty

I worked out the kWh used when I was there and not there, and for the period that we don’t have readings for I estimate that they have over estimated by about £200.

QrizB

OK, I'm out.

Edit: OP if you go to the Ombudsman with the same approach you've used in this thread, you're going to get nowhere.

TheMilkmansDad

with zero actual details to go on; i'm not sure what you want anyone to help you with?

We need dates; meter reads; bills etc.

[Deleted User]

First of all, no energy company is going to self refer to The Energy Ombudsman as it costs money. As the complainant, you have the right to refer the complaint after 8 weeks from the date of the original complaint or when the supplier agrees that you are Deadlocked.

The EO does not investigate anything: it reviews the information that the complainant files and it reviews a case file provided by the supplier. It adjudicates on the information provided and it issues a Final Decision which is binding on the supplier but not the complainant. If the complainant doesn’t accept the Final Decision then the complaint is deemed closed.

My advice FWiW. Produce a detailed file with all the evidence and information that you want The EO to consider in support of your complaint. Then get someone who has no knowledge of your case to give you an opinion on your submission. You do not get to see the supplier’s submission as part of The EO process. You might therefore wish to consider a Subject Access Request prior to making your submission to The EO. In sum, take your time and remain 100% objective.

wasty

[Deleted User] said:

My advice FWiW. Produce a detailed file with all the evidence and information that you want The EO to consider in support of your complaint. Then get someone who has no knowledge of your case to give you an opinion on your submission. You do not get to see the supplier’s submission as part of The EO process. You might therefore wish to consider a Subject Access Request prior to making your submission to The EO. In sum, take your time and remain 100% objective.

Thanks Dolor, that was very helpful.

I didn’t give any more details because it is complicated and would take me all afternoon to write all the details here.