SSE Fit payments

Chris_Type_R

jhalcro said:

I have been receiving FITs payments from SSE since 2010 and I have noted a noticeable and disturbing change in their attitude to customers in recent months, possibly since the link up with Ovo.  My FITs payments are now in arears by over 9 months, despite submitting regular quarterly meter readings on the SSE online form.  Firstly, there has been a tendency to require photos of the meter, usually for spurious reasons - I was asked twice in just over a year.  This appears to be a way of delaying payment in the absence of meter readers.  Secondly, the means of communicating with SSE Micro-generation appears to have become well-nigh impossible.  I have just two contact phone numbers - 0345 076 7634 quoted on the online form which I tried for 45 minutes without success - and the micro-generation complaints number 0345 071 7827 tried for one hour 15 minutes without success.  Are these genuinely undermanned or are they simply unmanned ?  As regards email, there now seems to be just one email contact address - micro.generation@sseenergyservices.com.  Other addresses that I have used previously, such as fits.multisite@sse.com, appear to have been shut down, as well as all personal email addresses of the micro-generation staff which were given out freely in the past.

Does anyone have a better idea for contacting SSE Micro-generation ?  Does anyone have experience of registering a complaint with Ofgem, and of having it successfully resolved ?

I've just had an email from SSE re. FIT moving to OVO. One of the differences they've mentioned in the email:

OVO Energy makes payments after Ofgem has finished its review. Once OVO receives all quarterly meter readings, they send the information to Ofgem through a process called levelisation. Ofgem calculates credits and sends them to OVO, who can then make payments. This takes a little while, so you'll get your payment about eight weeks after the end of the reading month.

I might look to move to Shell Energy. My most recent SSE reading was processed and paid within a few days.

ProDave

I did get through.  MY tactic was phone at 9AM.  Phone just before 9AM you get a recorded message saying the office is close and the call gets ended.  Phone on the dot of 9AM you get put into the queue.  It then still took over half an hour to get to speak to anyone, so either there were a lot of people doing the same as me, or there are very few manning the phones.

I did get s speak to a lady who appeared helpful.  She claimed they had not received my last 2 meter readings, they were submitted on line and I got an email acknowledging the receipt of the readings  *.  Anyway this lady gave me her email address so I was able to send her an email describing the issue and sending a fresh meter reading taken on that day.

A week later I received in the post an account statement saying how much is due, I am now still waiting for the payment to land in my bank account.

* I don't buy the "didn't get the reading" story.  In the past, if you don't sent a reading, they estimated it based on previous generation for that quarter.

Previously I used to send readings by email.  It all seems to have gone wrong since they were taken over by OVO and then started asking you to visit a website to submit your meter reading.

It is all a lot of a shambles, and I fully expect to have the same issue when the next reading is due.

Can you imagine how they would behave if this was your meter reading for electricity you consumed and you owed them money, do you think they would put up with the wait and hassle we are having to put up with?  I don't think they would.

Charlesgj

Looks like I will be phoning SSE again. As noted above since OVO have taken it has gone to pot for FIT payments. I will give them a bit long as I still have 2 months till the end of the quarter.  

zander99

Haven't been paid for six months at least - have sent numerous emails. Have also provided the usual Photos of the meters. Nothing makes a difference. Have called their FIT customer service line and stayed on for 1 hour and thirty two minutes(please see pic). I need to raise a complaint against them as I cannot see them doing anything and they seem to be allowed to get away with it. Surely the Energy Ombudsman must of had some worrying information about them by now?

Janis75

I'm joining the club.  I have 2 installations:

Installation 1 - readings submitted, payments made as usual, meter read last year by meter reader and again just the other day.
installation 2 - readings submitted, no payments since November 2021, after finally getting through to SSE in July I was told that i should send in a photo of meter and reading which I duly did,  Still no payment, was also told 2 year audit hadn't been done due to COVID etc, etc which is a load of rubbish because Installation 1 has been read twice within a year by a meter reader!!!  

Same old story trying to get through on phone.  


UPDATE - I got through on the phone while I was typing this.  Spoke to a lovely guy who has my photo, reading etc and has sorted it and processed payment.  I should receive a statement by the end of the week with payment backdated to November 2021.  Hallelujah.  Phoned 0345 076 7634 and if you're very lucky you might get the same guy, waiting time was 40 minutes.  He said they were catching up but working on June photos and readings.  Good luck.