SSE refusing fuel direct breaching their licence

pochase

From the link @[Deleted User] has posted

Temporary change to ongoing consumption requests

For one year from 1 April 2022 energy suppliers can no longer request new deductions or increased payments from a claimant’s benefit to pay for ongoing fuel consumption.

I read this that suppliers are not allowed to set up NEW deductions to pay for ongoing fuel consumption. That is exactly what you are trying to do, set up a new payment for gas.

So I would say SSE are completely correct when they say they are not allowed to set up Fuel Direct for your gas account for the first time. They are correct when they told you they are no longer doing Direct Fuel, they are not allowed to do this.

Even if you see electricity and gas as one account, the supplier is also not allowed to increase the payment.

This should change on the 1st of April if this is not extended,

ariarnia

pochase said:

From the link @[Deleted User] has posted

Temporary change to ongoing consumption requests

For one year from 1 April 2022 energy suppliers can no longer request new deductions or increased payments from a claimant’s benefit to pay for ongoing fuel consumption.

I read this that suppliers are not allowed to set up NEW deductions to pay for ongoing fuel consumption. That is exactly what you are trying to do, set up a new payment for gas.

So I would say SSE are completely correct when they say they are not allowed to set up Fuel Direct for your gas account for the first time. They are correct when they told you they are no longer doing Direct Fuel, they are not allowed to do this.

Even if you see electricity and gas as one account, the supplier is also not allowed to increase the payment.

This should change on the 1st of April if this is not extended,

the suppler can't request DWP set up a new deduction. but the paragraph AFTER the one you quote says customers can. 

"Claimants can still request deductions for ongoing consumption payments if they choose to do so, or increase any existing payments."

and thats what the op is trying to do.

the op has spoken to DWP who have checked there eligibility and have put everything in place. all they need from SSE is the payment details. 

it could be the cs agent was being confused about what the op is asking for (that its all already set up and ready to go on DWP side so not a request from the supplier) or they might have been confused about the rule change and think that no requests from anyone could be made. 

both good reasons to send them the info to clarify and get there reason for refusing in writing so it can be escalated if needed. 

Lightspeeders

the worst part is - this came from 2 managers - the first one said - we don't need to give any details - DWP just knows how to do it - and the second manager today says they don't offer fuel direct - i am not sure the managers know what is happening either - and this was for the collections department.

ariarnia

Lightspeeders said:

the worst part is - this came from 2 managers - the first one said - we don't need to give any details - DWP just knows how to do it - and the second manager today says they don't offer fuel direct - i am not sure the managers know what is happening either - and this was for the collections department.

wel it sounds like the second manager is right. THEY dont/cant offer that method of payment. but they should be able to help you set it up if the DWP are asking for info.

how did the DWP ask you? did they write you a letter or email? if they did then you can try sending it on to sse so they can reply directly (which should sort the first manager) if they didnt then you could ask dwp to send you something in writing with what you need from SSE?

this kind of thing is why i always say its better not to do phone calls at all. keep everything in writing so youve got a record of who said what. not for a complaint (tho thats easier) but so its easier to share the info directly f you need to without risking something being 'lost in translation'. 

thats also why i prefer emails. no special weight is given to 'letters' anymore. emails are just as valid for complaints. plus there faster and already digital and you can loop several people into the same email conversation if thats benificial. 

[Deleted User]

pochase said:

From the link @[Deleted User] has posted

Temporary change to ongoing consumption requests

For one year from 1 April 2022 energy suppliers can no longer request new deductions or increased payments from a claimant’s benefit to pay for ongoing fuel consumption.

I read this that suppliers are not allowed to set up NEW deductions to pay for ongoing fuel consumption. That is exactly what you are trying to do, set up a new payment for gas.

So I would say SSE are completely correct when they say they are not allowed to set up Fuel Direct for your gas account for the first time. They are correct when they told you they are no longer doing Direct Fuel, they are not allowed to do this.

Even if you see electricity and gas as one account, the supplier is also not allowed to increase the payment.

This should change on the 1st of April if this is not extended,

I read it the same way. Presumably, the advice will be updated next month.

Lightspeeders

The DWP asked me on my Universal Credit Journel - So i sent a screenshot as requested to SSE - rang back the next day thinking this was all sorted once they see they asked me. - but then different people and different answer - and both are not true.

As it says on the guidence it says claiments can still set it up themselves - litterlly just under where it says the engery comapany cant set it up

Lightspeeders

Also I dont know which email to even send it to now...

I have the person at collections who is a call handler

I have the customer services one

and I have the complaints one.

Not sure which email to send this all to now.

Darren

EssexHebridean

Can you go back to SSE and say that you’re not asking THEM to set it up, you’re asking them to give the relevant details to you to pass on to the benefits people who CAN set it up? 

If in doubt, send anything to the complaints one. I suspect it is more likely to get picked up by someone who can actually help, then. 

Lightspeeders

ok i will do - i have pretty much given up on the call people cos they just say whatever they need to to get to the next call - i will do an email to them this week - and I will also pay the amount UC would have paid them if it was set up already.

I will let you know what happens when I hear back from complaints.

Thank you for now but I will be back with an update

Darren