SoEnergy shambles - meter replaced due to its age

EssexHebridean

One thing which I don’t believe had been mentioned - you are on the priority services register with your supplier I trust? If not, then contact them separately and ask them to add you to it. In turn that may also provoke some better customer service - although from what you have said I rather doubt it! 

If I am correct in thinking that you will shortly be moving out of this property then do ensure that all photographic evidence is kept safe - as you will not obviously be able to return to get it again if needed! Make sure that things like meter number are clearly visible in pics of the meter, and personally I’d take at least one photo of the card held in front of the meter ensuring that both the card and the meter number (ideally the current reading on the meter, too!) are visible and clear to read. 

I presume you are already aware that on moving day you will need to take closing readings for your energy meters (water too if you are metered) to give to the supplier of your old home, and then you will need to register with the suppliers at the property you move to, as well.

Mstty

If it helps every cubic meter just x by 11.33 to give you the kWh value(rather than the more complicated way)

That's where the issue is 20,000-34400 is 14,400 cubic meters of gas which x 11.33 is 163,152kwh of gas at 10.3pkwh = £16,804

It will get sorted but sometimes customer service can grind you down.

[Deleted User]

WestQuay54 said:

Thanks for replies, it was really a story of how something so apparently straight forward has been messed up.  They offered a smart meter which I refused as mum would unplug it and put it away, sadly dementia has taken hold, but I do prefer to submit monthly readings anyway so it was my choice not to have one. 
The old gas meter outside was installed when the bungalow was built in 1984 (reading on 14/10/22 was 20,000 and the replacement meter had the reading of 34,400 on it.  The Engineer wrote down on the National Grid appointment card both old and new serial numbers and meter readings which he then entered on the National Grid app.  SoEnergy received my photographic evidence of the appointment card, photos of the old and new meters (as at 14/10/22) and my request to put the correct serial number on my gas account.  They did not do that but they did register the reading of 34,400 hence the massive bill!
I will follow this up compliant-wise when the house move is completed.
I will also try to calculate the cost when I have a spare 20 mins and large cup of black coffee!
Thanks again

Can I gently make the point that the In House Display is not a smart meter. You can chuck the In House Display in your bin and the meters will still happily communicate with your supplier negating the need for you to send any readings. As a pensioner, I would say that smart meters should be made mandatory for households on the Priority Services Register. 

As I post, there are ongoing trials to see whether smart meters can be used to assist with monitoring the welfare of the elderly. We pensioners tend to be creatures of habit: we get up and go to bed at the same times etc. If the daily electricity usage pattern is monitored remotely (with consumer consent) then any change in the pattern of daily usage might indicate an issue that needs to be investigated by a nominated trusted friend. Smart meters are not the devil incarnate that some people try to make out!

I hope that the house move goes well.

WestQuay54

Yes on priority register, makes no difference. Luckily I am not moving out of current property for another 4 months so hoping it will be sorted by then. Photos stored in the cloud as my son says!  
Getting through to customer services is a challenge on hold - time we will never get back, but the cheery promise they will get it sorted out, then nothing actually happens, that's when it wears you down. 
Good advice from you guys. Thanks 

Mstty

WestQuay54 said:

Yes on priority register, makes no difference. Luckily I am not moving out of current property for another 4 months so hoping it will be sorted by then. Photos stored in the cloud as my son says!  
Getting through to customer services is a challenge on hold - time we will never get back, but the cheery promise they will get it sorted out, then nothing actually happens, that's when it wears you down. 
Good advice from you guys. Thanks 

Have you tried that email I posted, phone calls to me are useless as nothing is officially recorded.

Email all the way for us with complaints and disputes as it makes it easier to send everything to the ombudsman complaint if needed.

ariarnia

Dolor said:

As I post, there are ongoing trials to see whether smart meters can be used to assist with monitoring the welfare of the elderly. We pensioners tend to be creatures of habit: we get up and go to bed at the same times etc. If the daily electricity usage pattern is monitored remotely (with consumer consent) then any change in the pattern of daily usage might indicate an issue that needs to be investigated by a nominated trusted friend. Smart meters are not the devil incarnate that some people try to make out!

i like this idea as long as (always) its up to the individual to decide if they want to sign up and its not the default based on age or whatever (so an opt in not an opt out) 

WestQuay54

Mstty - updating timeline now and the email to the complaints address you gave will go off shortly. Thanks for the bill calculation info!

Mstty

Nice one !

[Deleted User]

ariarnia said:

Dolor said:

As I post, there are ongoing trials to see whether smart meters can be used to assist with monitoring the welfare of the elderly. We pensioners tend to be creatures of habit: we get up and go to bed at the same times etc. If the daily electricity usage pattern is monitored remotely (with consumer consent) then any change in the pattern of daily usage might indicate an issue that needs to be investigated by a nominated trusted friend. Smart meters are not the devil incarnate that some people try to make out!

i like this idea as long as (always) its up to the individual to decide if they want to sign up and its not the default based on age or whatever (so an opt in not an opt out) 

The only organisations that can access your smart meter usage data are the designated supplier, and Registered DCC Other Users with express consumer consent renewable every 12 months. Price comparison websites that intend to use smart meter data will have to become Registered Other Users or partner with one that is; eg, Hildebrand. The DCC does not have access to consumer usage data.