Scottish Power have given an incorrect final bill and refuse to use my smart meter data

4littleone

pochase said:

And as I have written you cannot appeal for a difference of less than 150 cubic meter of gas usage. It is part of the switch process an dyou have to accept the difference.

But both suppliers must use the same reading.

In your initial post you are saying the final bill is wrong, now you are saying the final bill is correct, but the initial reading is wrong?

When you say the smart meter shows a usage of 158KWh, do you maybe mean the IHD and not the smart meter?

I don't have gas, the bill is for electricity consumption. And I don't have to accept a difference that adds up to a lot of money for energy that I can prove categorically wasn't used by me. 
I downloaded all the data from my smart meter, you can do this easily and it showed that I was correct. The final meter read figure is fine but they are charging me for a period where I didn't own or occupy the house. So their start figure (from when I moved in) is actually a figure from a few weeks previous to my purchase completing.

No I don't mean the IHD, I have downloaded the actual consumption data, I've had a smart meter for a few years and I'm comfortable with how they work and what data is found where.

elsien

It might help if you answer the questions that people are asking about whether you supplied the initial and final readings? I’m guessing possibly not.

They may have voided the bill that you were sent but presumably you still owe something for that period so there is still going to be the debate about how much that is. 

bagand96

What is the opening reading on the Scottish Power bill? What was the meter reading on 16th December? Do these match?

What is the closing reading on the Scottish Power Bill?  What is the opening reading with your new supplier? Do these match?

4littleone

Sorry I though it was clear in my OP that I didn't supply initial and final readings. When I purchased and moved in the previous owner hadn't supplied who the current energy supplier was so I had to chase that up through my solicitor. In addition, the outside meter was not accessible, he had left a motorbike on the property that blocked access so no one could take any meter readings because you couldn't physically get in the cupboard.

When I went through the complaint with SP it turned out that (as I thought), they were using an actual meter read from some time before I purchased and occupied the property.

I'm well aware there is a figure that will be owed but that has to be based on my actual usage, not incorrect figures and it is much less than they are demanding. 

Jyana

4littleone said:

Just to update on this; I started a complaint against SP and emailed them the download of the daily consumption from my SmartMeter (I used the Nrgy website to download all the readings).

It showed I used 158 Kwhrs of electricity as opposed to the 358 Kwhs they have been billing me for. 

I then received an email  on 28th Feb from their customer services team apologising for the errors, stating they have voided the final bill and that if I am happy with this decision I can close the complaint.

Unfortunately I am now receiving emails, texts and a debt recovery letter arrived yesterday for the same bill they have stated they have voided! So I have to go through the whole process again.

To be fair, that letter could well have been before they sorted everything out a few days ago. I am still receiving post from the middle of January, the state of the Royal Mail at present is not that great. 

EssexHebridean

For anyone who comes to the thread in the future and is in a similar position with having just moved into a property and needing to give readings, the information about suppliers is given as part of the contract pack paperwork - the document you need to look at it is the TA6 Property Information Form which will have been supplied to you by your solicitor to review - usually along with things like the Fittings and a contents form and any leasehold forms that might be appropriate. The TA6 will show suppliers for utilities and also vital information like location of the main water stopcock - so it’s a pretty important document and one which it would be advised you keep the copy of handy on completion/moving day. 

FreeBear

Jyana said: To be fair, that letter could well have been before they sorted everything out a few days ago. I am still receiving post from the middle of January, the state of the Royal Mail at present is not that great. 

In fairness to Royal Mail, not all postal delays are down to them.

If SP (or the debt collectors) are using an outside company to print the letters and shove them in an envelope, there will be a delay.

If they then use someone like Whistl or Citipost to ship the mail, another delay.

When Royal Mail finally receive the letter from Whistl/Citipost/WotEver, anything sent to the wrong area will incur another delay. But assuming it is in the right place, the "final mile" delivery should be made the following working day.

If you look at the level of service being offered by some of these print & post outfits, they are often giving lead times of 7 to 10 working days from getting the instruction to hitting the doormat.

Petriix

There's no need to rely on the paperwork provided by the vendor. You can easily find out who the current supplier is. The instructions are slightly different depending on your region but you either visit a website or phone a number. 

4littleone

Hi all,
just coming back to this to update; I made a second complaint which referenced the first and attached all my downloaded data, this has now been upheld and the bill has been waived for the period that SP were the supplier before my new supplier took over. I've had a letter from SP to confirm that it has been waived and all action has been stopped so alls well that ends well. It was very stressful trying to sort it out but definitely worth it.

Thanks for all replies, appreciated.

4littleone

EssexHebridean said:

For anyone who comes to the thread in the future and is in a similar position with having just moved into a property and needing to give readings, the information about suppliers is given as part of the contract pack paperwork - the document you need to look at it is the TA6 Property Information Form which will have been supplied to you by your solicitor to review - usually along with things like the Fittings and a contents form and any leasehold forms that might be appropriate. The TA6 will show suppliers for utilities and also vital information like location of the main water stopcock - so it’s a pretty important document and one which it would be advised you keep the copy of handy on completion/moving day. 

Ys that's absolutely correct, he had missed the current supplier off though (amongst a couple of other more minor things)and although I kept raising this the solicitor said it was easy enough to find out when I moved in and it shouldn't be used by me to hold up the sale.
As a first time buyer who was in the middle of leaving a long term partner and literally moving house the week before Christmas I was way less savvy than I should have been about that point I think.