Help! Moved in to new home and have had a large bill from old supplier

4littleone

Hi,
I bought my home and completed around 4 pm 16th Dec last year. The property had been empty for some time, power was only switched on that evening, the previous supplier was Scottish Power. The property only has electricity and uses an air source heat pump for hot water and heating. There is a 2nd gen smart meter installed and working. I work outside the home full time and am the sole occupier.

It's on an automatic cycle, thermostat set to 19.

My current supplier took over on 23rd December. MOst days during the colder weather (ie hard frosts / snow) my use is an average of 12-15 KWH costing around £4 - £5. That includes cooking, washing clothes, shower etc.

Scottish Power sent me a bill of £29.00 which looked correct according to my use, when I was actually home and my current usage with EDF. They have now sent me another bill for £139.17 for the 8 days they were still the supplier. They stated they took a smart read on the 16th and then an actual read on the 23rd.
I was home on the 23rd, to read a meter they would have had to come through my house in to my garden because my neighbour was blocking my garden gate with a motorbike and car.
I have disputed this and provided my current usage levels, explained that no engineer attended to read a meter and shown using current use data as well as my work pattern in December that the original bill was correct.

They have now told me that unless I provide picture proof of the actual meter read on the 23rd I am liable. I don't have picture proof, I didn't take a meter read on the 23rd because the smart meter was in use.

Can anyone point me in the right direction to resolve this? I was told on the phone today that they are applying additional charges now because I haven't paid the additional £139. Their bill states it's not actually due until the 29th Jan anyway?

EssexHebridean

I think the actual read they refer to would have been the one that you gave to your current supplier when you switched. 

Just to confirm though, you did give the original suppliers readings on the day you moved in to the property, and instigate the switch only once you'd set an account up with that original supplier and had confirmed that was all up and running, yes? 

Do the readings from the Smart Meter concur with the use that is being suggested? (As in - what was the actual reading on the day you moved in, and the actual reading on the day of the switch)

[Deleted User]

When you moved in, did you provide the ‘deemed’ supplier (Scottish Power) with any meter readings? If so, where did you obtain the meter reading from?

It is important to appreciate that smart meters have 4 registers and the In House Display shows the TOTAL of all the registers that have been used since the meter was first installed. For example, my present supplier is billing me just on a single register R1 which shows a reading of 01803 but the R2 register has been used in the past and this shows a reading of 00486. The IHD reading is 02289. It follows that if I switched today I would provide the new supplier with both register readings. 

The new supplier’s data collector will have calculated a switch reading based on the reading that you provided. It does not have access to your smart meter as the new supplier has to set up the new account before any readings can be taken. This can take a few weeks whilst databases are updated and security certificates are sent out to your meters.

If your smart meter is now connected to your new supplier, then it is a simple exercise for them to correct the opening reading as the smart meter retains 13 month’s worth of import data. 

Don’t be fobbed off by CS staff whose thinking is conditioned by the processes associated with analogue meters. The supplier can initiate a manual data pull to get the readings.

Alnat1

The thing that really matters is that the closing meter reading SP are claiming should match the opening reading for EDF.

Both will be charging very similar rates so as long as you aren't being asked to pay for any units twice there's not really a problem.

diystarter7

Alnat1 said:

The thing that really matters is that the closing meter reading SP are claiming should match the opening reading for EDF.

Both will be charging very similar rates so as long as you aren't being asked to pay for any units twice there's not really a problem.

Excellent post.
OP, I've noted you did not take pics and I just want to say to anyone moving out/in, owner/LL/T etc, etc - as well as writing down readings take a pic or two, it really helps 

So, take pics of gas/elc and if you have a water meter, that as well.

I hope it is sorted out, soon

Thanks

BobT36

If they're claiming it was an actual (non-smart, done by a meter reader) reading, ask for THEIR picture.