Shell: frequency of meter readings (been told I send too frequently)

frosch411

Hi all,

Shell was my appointed operator of last resort when Pure Planet went bust last year. I've only ever been on the price-capped tariffs, currently on flexible 7 direct debit.
The transfer went so so, but I've now had 4 bills from them.
My past 2 bills have had credit applied by outlining "cancelled bills", effectively reducing the overall bill on those two occasions. I assumed this was because of errors in billing for the previous months (though I do look at each bill and try to recalculate but the gas calculations with the conversions etc. are too much for me. The meter readings outlined on my bills shortly before, on the day of, and the day after my billing, have, however, been always correct.).

I send regular meter readings (both e & g meters are dumb meters), and all bills are marked as "customer read", i.e. the bills are not based on estimates.
In my account on the Shell website, I can see my meter readings past and present, and I have queried on several occasions as to why some of my readings were marked down as "invalid". I used their contact option and provided them with photographic evidence of each "invalid" read (every time I do take a read, I take a picture of the meter). Each time I challenged them, they have then gone back and accepted the photos and thus my readings.

Today, I received a response from Shell regarding one of my queries (I can no longer remember if it was an invalid meter reading challenge or something else since it takes them so long to respond), and they stated:

"Please note that you are submitting reads too frequently for the gas industry system. This system only allows 1 valid read every 28 days to be submitted. Any gas reading submitted in less than 28 days since the prior read will automatically be rejected.
The best date to submit your meter read is on the 2nd each month as your bill is released on around 5th day of the month." 

This seems hilarious as I have not heard of this before.
Previously, multiple readings in 1 month had never been queried. Do note that I don't send one daily nor multiple times a week, but the recent 2 credits on my bill have certainly made me suspicious in their handling of my account as these credits seemed somewhat arbitrary given the readings used were correct. 

It is still my intention to provide readings shortly before, on, and the day after my bill so that Shell will not use any estimates whatsoever. 
I live in a 2-bed terrace on my own (plus 2 cats), and have always been very careful with energy, however more so since the collapse of Pure Planet and the whole energy price rises/crisis.

Has anyone here had such comment from their provider before? Is there a reason as to why one should only submit 1 reading in a 28-day period? If anything, it would be in anyone's interest to have a few readings to not be tempted to use estimates which might cause higher bills for customers, and then, when challenged, have to be credited back.

Maybe I am missing something.. but thought I'll put this out for thought.

Thank you for still reading if you made it down to here  

theoretica

I guess as very few people provide so many readings the computer system wasn't programmed to deal with them.  And readings between bills will only matter if the tariff changes.

Alnat1

Take the pics for your own use if it helps you budget but only send one reading a month to Shell. Won't change your bill, you've still used same amount over the month.

Ectophile

Is there any reason you want to send readings so often?  Most people won't bother.

frosch411

Ectophile said:

Is there any reason you want to send readings so often?  Most people won't bother.

A healthy mistrust paired with a degree to remain in control
I moved into this property a good year ago, and it was the first time that I was responsible for bills (previous tenancies had bills included). The collapse of Pure Planet after a few months of me joining didn't leave me with much confidence with the provider that was appointed.

@theoretica and @Alnat1: thank you for your input

[Deleted User]

Suppliers can only raise a bill when the gas meter reading provided by a customer is industry-validated. All industry-validated readings are used to calculate what is known as the Annual Quantity (AQ). I believe that the one validated reading per month is an industry standard and not supplier specific. 

luvchocolate

I send my readings at the end of each month. 
I may read half way through just for my self. 
I find Shell to be very efficient and if my use drops they allow me to lower payments 

Thrugelmir

frosch411 said:

Ectophile said:

Is there any reason you want to send readings so often?  Most people won't bother.

A healthy mistrust paired with a degree to remain in control

Chill. More important things in life.......

Ultrasonic

Have you asked Shell about getting a smart meter installed? You could get readings taken every hour that way...

frosch411

Ultrasonic said:

Have you asked Shell about getting a smart meter installed? You could get readings taken every hour that way...

They have offered to install but as I am renting, I'd need the landlord's permission...
Plus, not sure how good they are really..seems like plenty of people still having issues with them

Ultrasonic

frosch411 said:

Ultrasonic said:

Have you asked Shell about getting a smart meter installed? You could get readings taken every hour that way...

They have offered to install but as I am renting, I'd need the landlord's permission...
Plus, not sure how good they are really..seems like plenty of people still having issues with them

Like most things you're far more likely to hear from the few who have issues than the majority who don't, plus lots of the issues you do hear about relate to older models rather than what would be installed now. Even when there are issues the person is generally no worse off than with a 'dumb' meter.

A quick Google suggests you may technically not actually need your landlord's permission but I would ask anyway.