Can I realistically move from British Gas to another energy provider?

nothingsimple345

Hi, I write this post in despair. I have a complaint going through Energy ombudsman at present as to why B/G will not issue monthly statements, but also, they are not providing a statement prior to October increase showing customers what credit or debit is being passed on to new energy tariff. B/G apparently are not able to find records of my telephone conversation or online portal "chats"
Left British Gas three years ago due to similar poor IT systems, and communication issues, and not being able to get monthly statements. You could imagine my feelings when I was transferred from Peoples Energy to B/G. I am having the same issues, so typical of big companies they do not change, or in B/G case, apparently a change to their IT system gave so much problem they had to abandon any changes. They can give monthly statements on variable monthly debits, but you need to pay extra for the privilege. A service that the small energy providers gave as standard.
My question is, whilst all energy providers are using the same variable rate cap, there unit and daily costs should amount to the same. Is it possible to switch to another provider who would give monthly statements automatically? Maybe it is complicated by variations in unit pricing and daily rate, from each provider.
I know the current advice is not to move suppliers, but if I am not happy with abysmal service from B/G why can I not change? I do not want to remain with B/G for potentially 2 years.
The MSE Energy club, as far as I can see, only indicates cheaper alternatives to B/G, which in my case is showing only Utility Warehouse at £10 per year cheaper.
Is it possible since Energy Club cannot show cheaper alternatives, and still at present advise staying with current energy provide, could MSE not consider energy supplier customer service as part of the switch service. Possibly even indicating the standard service, (ie monthly statements, warm home discounts, customer rating etc.) along with price.
The thought of continuing with B/G is demoralising. My household, and I imagine all households up and down the country, are going to extraordinary lengths to cut down on energy usage. Not just to reduce costs, but to help the environment as well. I cannot show my family how the efforts they are making is helping.
At present my next statement is not due until December, then reviewed every 6 months.
Not hoping for much success with Energy ombudsman, oh I may get an apology (maybe) but B/G will not change whilst there IT system is stuck in the 80s.
Cheap Energy Club, there is no cheaper suppliers, maybe a change of name is required during this cost-of-living crisis.

[Deleted User]

Most suppliers are not accepting switches at the moment.

Octopus and EdF do seem to be if you contact them by telephone, but EdF also do six-monthly billing so you probably don't want to go there.

Not sure why you're making a big deal about getting a statement before 1 Oct though - your first statement afterwards will show you what has been charged at each rate, just the same as every other tariff change.  If you're worried about them getting it wrong just give a meter reading.

Oh, and you have a complaint with the Ombudsman because the supplier won't change their billing system to suit you?  Good luck with that.

400ixl

If you can find a supplier to accept you then yes you can transfer to them. EDF may be one if you phone them I believe.

Switching to a variable DD does not mean you pay extra for the privilege, it means you pay for what you use, when you use it which will be higher in winter than summer. Over the whole year you will pay the same amount as they both qualify for the same rates.

You don't actually need a statement to be able to calculate your position, you can work it out yourself through taking your own reading on the right date and calculate it yourself. Not ideal, but will allow you to achieve what you want without the stress of trying to deal with BG.

KxMx

I'm on SVT with British Gas and had a letter in the post today outlining the new rates.
Just a note about variable DD though - when I moved into a property supplied by them 3 months ago I was NOT offered a variable DD. Fixed DD or SVT only. 

pochase

Variable direct debit gives you also the direct debit discount, so why do you think you would have to pay more?

nothingsimple345

Rate increase, I would be charged extra for the privilege of variable monthly statements. Not just the summer/winter variations, the daily rate goes up. This was confirmed during my last B/G official complaint telephone call with advisor. Mind you given that previous conversations were rubbish. ie my first "chat" online was it would take 24 - 48 hrs to set up monthly statements. After it never happened, I "chatted" again, with the advisor saying he/she would pass on request to backroom staff, this would take 10 to 14 days to set up. Never happened, not so much as an acknowledgment of request. As I said with my final complaint telephone call, B/G had tried to introduce monthly statements, but gave up due to IT issues. Hense my complaint going through Energy Ombudsman. What is also ridiculous is the inability to contact by e mail. Meaning customer and B/G are aware of what is being discussed, and a record for each. B/G are saying they have no record of my "chats" or telephone call. You can only use E mail when you officially complain to B/G. 

End of September statement, why should customers not see the credit or debit passed on to new tariff rate? B/G got the credit wrong from Peoples energy. I have three statements from B/G all quite confusing and overlap each other. Last statement was mid-April. Next statement is December. That is a long time where I could be paying too much or too little. Also, if the statement is as confusing as the first three statements, it leaves me with little confidence that B/G are billing accurately.

Using my own energy record. Yes, I do that. I had set up the spreadsheet the first time I had same issues with B/G three years ago, brushed of the cobwebs and been using updated unit and daily rate for gas and electric. I should not have to do this. My spreadsheet shows I am £700+ in front at present. My B/G portal also shows a £700+ credit. The B/G announcement/statement today indicating my new tariff and new D/Debit required does not seem to show a reduced usage that my spreadsheet is showing since April. Partly due to hotter weather, and partly the effort of all of us to use less energy.

B/G just does not get the need for frequent statements during this energy/cost of living crisis. Why should I have to worry and sit in a cold house when they get their estimated usage wrong.

Spoonie_Turtle

Octopus are probably your best bet.  Phone / Twitter / e-mail (though the latter is slow at the moment).

Their rates are here https://octopus.energy/blog/how-the-energy-price-guarantee-works/

[Deleted User]

nothingsimple345 said:

Rate increase, I would be charged extra for the privilege of variable monthly statements. Not just the summer/winter variations, the daily rate goes up. This was confirmed during my last B/G official complaint telephone call with advisor. Mind you given that previous conversations were rubbish. ie my first "chat" online was it would take 24 - 48 hrs to set up monthly statements. After it never happened, I "chatted" again, with the advisor saying he/she would pass on request to backroom staff, this would take 10 to 14 days to set up. Never happened, not so much as an acknowledgment of request. As I said with my final complaint telephone call, B/G had tried to introduce monthly statements, but gave up due to IT issues. Hense my complaint going through Energy Ombudsman. What is also ridiculous is the inability to contact by e mail. Meaning customer and B/G are aware of what is being discussed, and a record for each. B/G are saying they have no record of my "chats" or telephone call. You can only use E mail when you officially complain to B/G. 

End of September statement, why should customers not see the credit or debit passed on to new tariff rate? B/G got the credit wrong from Peoples energy. I have three statements from B/G all quite confusing and overlap each other. Last statement was mid-April. Next statement is December. That is a long time where I could be paying too much or too little. Also, if the statement is as confusing as the first three statements, it leaves me with little confidence that B/G are billing accurately.

Using my own energy record. Yes, I do that. I had set up the spreadsheet the first time I had same issues with B/G three years ago, brushed of the cobwebs and been using updated unit and daily rate for gas and electric. I should not have to do this. My spreadsheet shows I am £700+ in front at present. My B/G portal also shows a £700+ credit. The B/G announcement/statement today indicating my new tariff and new D/Debit required does not seem to show a reduced usage that my spreadsheet is showing since April. Partly due to hotter weather, and partly the effort of all of us to use less energy.

B/G just does not get the need for frequent statements during this energy/cost of living crisis. Why should I have to worry and sit in a cold house when they get their estimated usage wrong.

This thread leaves me with little confidence that you actually understand what is going on.

Variable DD does not have a higher tariff than fixed DD.

Supplier statements are direct, clear and labelled, with comprehensive guides online as to the precise meaning of each item.

Why would you sit in a cold house if the estimated usage is wrong?  As soon as there is an actual reading (which you can give them at any time) the usage is automatically correct.

Your use through the summer has no relevance to your potential usage through the winter.

It makes no difference whether you know what your account balance is on 30 Sept, 1 Oct, Christmas Day or any other random day you happen to choose.  Give them a meter reading on that day and the right amount of usage will be allocated to the right tariff.  Give it a couple of days either side and there will be a slight mismatch, but it will be minor.

If you think you are paying too much or too little, based on actual meter readings, then as for your DD to be changed.

Give Octopus a call and switch to them if you feel like it, but I predict that you won't be a lot happier.

[Deleted User]

KxMx said:

I'm on SVT with British Gas and had a letter in the post today outlining the new rates.
Just a note about variable DD though - when I moved into a property supplied by them 3 months ago I was NOT offered a variable DD. Fixed DD or SVT only. 

You appear to be confusing a payment method and a tariff type there - not actually sure what you meant to put.

jj_43

I recently switched to octopus from british gas. It took 20 mins. The expected waiting times for BG were 35 mins at the time, so it was quicker switching and having octopus provide me with an accurate direct debit.

jj_43

and just to add you will be much happier with Octopus