Sse electric bill for shop excessively high?

rowdy75

Robin, the property has been split into two different shops for the last 100 years or so.

Boojewels I’ve said previously I appreciate all the help you guys are giving me. I am trying to supply you with the information best I can. I am not trying to hide anything, just think sse have balsed up and trying to show you guys that it looks pretty clear they have.
My wife says there is a card at the shop with the old meter number, reading and date of change on it so I’ll have a look and fill in that piece of info when I have it.

BooJewels

@Robin9 - I think he needs to get all his ducks in a row before writing anywhere and whilst I've grasped what people have said about the salon also being implausibly low - and I don't disagree - I wonder if that isn't an issue that might just confuse matters.   Especially as it is with a totally different supplier.  That might be a battle for another day, if it indeed it is one to be had at all.

There are already enough discrepancies in the one premises to iron out first.  I think the OP needs to put together a timeline of pertinent dates with related meter readings - starting with when he took over the premises, the meter reading then, the meter reading and date of when it was changed, meter readings to date with the new meter etc.  Include any payments made in the same chronological list.

Armed with that, any of us could work out what the energy usage has been and work out what the bill should be - and how much has already been paid, therefore the debt or credit outstanding.  That could then all be outlined in writing to SSE in the form of a complaint and leave it for them to unravel.

BooJewels

Thanks @rowdy75 - the more data people have, the more accurately we can put together the clues to help you out.  Just sympathising and saying 'oh dear, isn't that terrible of them' doesn't actually help you one bit.  I think we can all see a number of compounding errors that might well be contributing to a right old mess.

Look forward to seeing the meter replacement details and see if we can't get to the bottom of it for you.

ETA:   Looking at the bill from November - and the daytime Previous and This readings - giving rise to a usage of 3602 kWh - if that bill is for the same 29 days as the standing charge is being billed for lower down, then that works out as over 124kWh per day of electricity!  I'm a high user at home here as I have lights on all day - a couple of plug in heaters, Gas CH using electricity too - two freezers, a dehumidifier, an electric shower, power tools, computers, TVs etc. and I use around 11kWh per day on average!  so it fails on a plausibility test if nothing else.  I used that much from the start of 2022 to the first week in September.

tightauldgit

It's hard to work out exactly what the problem is from the information you have given us but you need to write a formal letter or email to SSE's complaints department if you haven't already done so. Set out very simply the issue - that you are disputing the bill because the meter readings and usage are incorrect, ask them to put a hold on the account and any further enforcement action until the issue is resolved and provide them with a small amount of useful information if you have it - opening meter reads, end meter read on the old meter, new meter read currently. 

Do not mention the other shop, what equipment you run, the price of tea in China or what you had for dinner because none of that stuff is relevant. all that needs to happen is that they take the proper meter reads and work out how much you actually owe them for the energy you used. 

Give them some time to respond to that and if nothing is sorted in 8 weeks then write a complaint to the Ombudsman - you might need to get a deadlock letter or something from SSE. I forget the exact process now. 

Are you paying them anything currently? If so I would probably stop and include in your letter that since the bills are incorrect you will not be able to make any payments until an accurate bill can be provided. 

Don't do it over the phone, you need to initiate the formal process.

[Deleted User]

tightauldgit said:

Give them some time to respond to that and if nothing is sorted in 8 weeks then write a complaint to the Ombudsman - you might need to get a deadlock letter or something from SSE. I forget the exact process now. 

8 weeks OR a deadlock letter

rowdy75

Yeh I know I really need to get all the bills they have sent and chew through all the data but today and the run up to Christmas is extremely busy so I haven’t had time today to sort through it all.

What I will say though is the salon is maybe taking away some of your concentration. Speaking to the wife today about it she says the last dd was around £150, but it changes month on month and it will go up this time of year as the heaters will be on etc, so don’t get carried away with the £150 a month dd being to low.

ariarnia

rowdy75 said:

What I can confirm is the text my wife received yesterday asking for a meter reading did have the meter number on it which corresponds with the actual number on the meter so we know that’s right.

re this. 

if they think you have a two rate meter or if you do actually have a 2 rate meter but both on the same rate (its not clear which). then they will expect you to send them two numbers (day rate and night rate). 

its important you (or your wife) send them the right numbers from the meter and don't assume rate 1 is day and rate 2 is night (or if theres a 'total import' or some other number). 

e7 smart meters can be confusing enough to read anyway without also this mess with the billing so if it would help to post pictures here then we might be able to help you pick out which is which. 

rowdy75

Ah ok, what the meter does do is change from 00341 to 00000 so I’m guessing the 00000 is the night meter units?

[Deleted User]

rowdy75 said:

Ah ok, what the meter does do is change from 00341 to 00000 so I’m guessing the 00000 is the night meter units?

On that sort of meter, it's probably showing you IMPRT (import) and EXPRT (export) - not rate 1 and rate 2.

1. Hold OK until it enters the ‘Main Menu’, you will see ‘Billing’ appear
2. Hold OK to enter the ‘Billing’ sub-menu
3. Using the arrows, scroll to ‘Advanced’ (2 pushes of the > button)
4. Hold OK to enter the ‘Advanced’ sub-menu, you will see ‘TOUmatrx’ appear
5. Hold OK to enter the ‘TOUmatrx’ sub-menu, you will see ‘RATE1’ appear
6. Use the arrows to cycle the rates you need to submit (Rate 1, Rate 2, …)

Your '00341' is the sum of all of the individual internal meter readings (probably at least two are active).  If you have day and night rates, you need to be submitting two readings from the submenu.

If you've been submitting 00341 as your meter reading - it's wrong, and that might partially explain why everything is so confused.

Chrysalis

To get this sorted you need to be treating it as a priority, its a several thousand pounds debt and bailiffs turning up should be kicking your wife into gear.

First rule out if the meters are feeding the right properties dont just assume it, check if the meter moves whilst one shop is shut with everything off e.g., if there is switches, test them.

The bill indicates as others have said that SSE did not write off previous bills, the £800 told over the phone might just be them saying they were willing to accept £800 there and then.  Is why its important to have things in writing and to keep hold of your bills.

If you challenge this on the Ombudsman they will need all the evidence we are asking for here and more.  Its clear things are not right but it still needs proving convincingly.

If you not sure if your wife did a complaint formally, then do so asap.  So the clock starts ticking on the 8 weeks, as there is a chance they wont send you a deadlock or fix it.  The complaint should go to their official point of contact for complaints.

https://sse.co.uk/about-us/sse-and-you/making-a-complaint

Prove the meter swap has not been completed properly, they estimating from a meter that isnt used anymore, and the rest may fall into place after that.