Unable to Close British Gas Account successfully

kimberley10

On 16th July 2020 my mother-in-law vacated her property and moved to a nursing home. On 18th September 2021 she died and British Gas were informed of this which was acknowledged and, the account put on hold.  We then put her house up for sale and completed sale in March 2022. 

We live 70 miles away from her property and have been unable to take final meter readings.  My mother-in-law was in her 90s and not on the internet, but I created an online account to try and contact someone to close her accounts (both gas and electricity). No one answers telephones even in the bereavement department and we have just had an estimated bill saying that the balances of her accounts are £638.72 and £241.21. This cannot possibly be correct as only heating has been on frost protect over the winter as no one was living there.  We wrote to British Gas complaints department at the end of March 2022 but have, so far, had no reply!  We wish to bring this matter to a conclusion and settle any correct amount owing and have found British Gas most unhelpful and it has been quite distressing under the circumstances.

Has anyone else had a problem getting to speak to a human with British Gas. I appreciate that they have a lot of calls regarding people in financial difficulties at the moment but it is appalling that there is no one to talk to.

Marcon

kimberley10 said:

On 16th July 2020 my mother-in-law vacated her property and moved to a nursing home. On 18th September 2021 she died and British Gas were informed of this which was acknowledged and, the account put on hold.  We then put her house up for sale and completed sale in March 2022. 

We live 70 miles away from her property and have been unable to take final meter readings.  My mother-in-law was in her 90s and not on the internet, but I created an online account to try and contact someone to close her accounts (both gas and electricity). No one answers telephones even in the bereavement department and we have just had an estimated bill saying that the balances of her accounts are £638.72 and £241.21. This cannot possibly be correct as only heating has been on frost protect over the winter as no one was living there.  We wrote to British Gas complaints department at the end of March 2022 but have, so far, had no reply!  We wish to bring this matter to a conclusion and settle any correct amount owing and have found British Gas most unhelpful and it has been quite distressing under the circumstances.

Has anyone else had a problem getting to speak to a human with British Gas. I appreciate that they have a lot of calls regarding people in financial difficulties at the moment but it is appalling that there is no one to talk to.

Normally meter readings would be taken at completion of the sale. Have you asked the estate agent to do so - they are usually very helpful in such matters. Alternatively, the new owners and/or a neighbour could surely take a meter reading with supporting photographs?

Robin9

Write to the new occupiers and wish them well in their new home but "can I ask a favour please - what were your meter readings when you moved in"  (and give them your email -  they might like a contact in any case)

kimberley10

Would rather not. British Gas is the only utility to cause any issues.  The water company read the meter and gave us the final bill, this always used to be the way. What would have happened if it was a very elderly or disabled person who was left to cope?

74jax

kimberley10 said:

On 16th July 2020 my mother-in-law vacated her property and moved to a nursing home. On 18th September 2021 she died and British Gas were informed of this which was acknowledged and, the account put on hold.  We then put her house up for sale and completed sale in March 2022. 

We live 70 miles away from her property and have been unable to take final meter readings.  My mother-in-law was in her 90s and not on the internet, but I created an online account to try and contact someone to close her accounts (both gas and electricity). No one answers telephones even in the bereavement department and we have just had an estimated bill saying that the balances of her accounts are £638.72 and £241.21. This cannot possibly be correct as only heating has been on frost protect over the winter as no one was living there.  We wrote to British Gas complaints department at the end of March 2022 but have, so far, had no reply!  We wish to bring this matter to a conclusion and settle any correct amount owing and have found British Gas most unhelpful and it has been quite distressing under the circumstances.

Has anyone else had a problem getting to speak to a human with British Gas. I appreciate that they have a lot of calls regarding people in financial difficulties at the moment but it is appalling that there is no one to talk to.

This is an estimated bill.  They have to create a bill somehow. 

They can only create the actual bill with the actual meter reading.  It's the same for occupied houses too. 

What is the last reading you gave them? Or did you give them access to read it?  You say you want to bring the matter to a close, so email them with account numbers etc and the final meter reading (again if you already have).  You will then get a final bill to pay. If they read it themselves then email with the date you have them access so they can look up their records. 

kimberley10

As I said this was mu 95 year old mother-in-laws home, not ours. The meters are we believe in a communal cupboard outside the properties so nothing is to stop British Gas reading the meters.

theoretica

Hopefully the new owners sent in readings themselves, which should work slowly through the system to match the closing account.  But when was the last actual reading? 

74jax

kimberley10 said:

As I said this was mu 95 year old mother-in-laws home, not ours. The meters are we believe in a communal cupboard outside the properties so nothing is to stop British Gas reading the meters.

At what point though did you ask them too? If it was in 2021 when she sadly passed, then it makes sense that this bill is an estimate. 

That is why I said to look back over dates and drop them an email (easier than trying to call and wasting your time not getting through) just say something like 'as per my communication to you on xxx I informed the property would be completed on xxx and for you to take final meter readings on this date, please look back over your records to get these readings and I look forward to reviewing the final bill'.

Push it back to them. 

Marcon

kimberley10 said:

Would rather not. British Gas is the only utility to cause any issues.  The water company read the meter and gave us the final bill, this always used to be the way. What would have happened if it was a very elderly or disabled person who was left to cope?

Hopefully they'd ask a friend or neighbour. Why would it be such an issue for you to get the new owners or the agent to do the meeting reading - problem solved at a stroke, and is the approach most people use when selling at long distance. Utility companies often don't have the capacity to read meters in person, or at least not on the day of completion.

poppystar

theoretica said:

Hopefully the new owners sent in readings themselves, which should work slowly through the system to match the closing account.  But when was the last actual reading? 

And hopefully they were honest rather than over read - not doing own reading or arranging for the estate agents to do it does leave it open to abuse and difficulty in proving that should it happen. 

jonnydeppiwish!

kimberley10 said:

As I said this was mu 95 year old mother-in-laws home, not ours. The meters are we believe in a communal cupboard outside the properties so nothing is to stop British Gas reading the meters.

British Gas don’t read the meters on move out - the executor/s should have don’t so. Go back to them to sort out their mistake.