Eon Next asking for readings from gas meter they removed in October 2022

Danceuptown

Hi all, I'm hoping someone here can clear something up for me. Overly long but I hope the context can help. 

TL;DR: Do I need to provide 3 monthly readings for a gas meter than was removed 7 months ago and, if not, how do I convince Eon Next? 

I do the bookkeeping for a charity that provides reduced rent housing to persons meeting certain criteria. I usually assist with additional tasks, including contacting the utility providers when the properties are vacant. I'm not involved with paying the utilities fees in my personal situation, so this is my only experience with contacting them. This may explain any area where my understanding is lacking. 

We have a block of flats where all properties had an electric supply, other than one that had a gas and electric supply. When that property became vacant, the charity trustees decided to

1. Cap the gas supply, which was performed by a gas engineer contractor we usually use, and;

2. Have the gas meter removed. The process of getting the meter removed was excruciating to arrange with Eon Next but, after about 6 months, it was finally removed. We paid standing charges on the meter until the date the meter was removed, and I called Eon Next who closed the account for me, and I believed that was the issue settled. 

The new tenant contacted us a couple of months ago to say he is receiving estimated bills from Eon Next, addressed to the occupier, for gas. He had been chucking them in the bin, but after a few decided to contact us.

I contacted Eon Next by phone, who asked for a picture of the capped pipe to be sent by e-mail, as evidence the meter was removed, to enable the account to be closed for good. I sent a photo of the capped pipe on the 6 April 2023 and asked for the bills to be retracted and the gas account closed for good. 

On the 18 April 2023 I received a response, stating "...you shouldn't be billed for this but you do need to send us in meter readings every 3 month even tho that the amount will not change we just haved to be sure that their is no moment upon checking the account as well i can see that it is closed". 

I replied on 19 April 2023 querying why I need to provide readings for a meter that was removed 7 months ago by one of their engineers as we use no gas and, I assume, owe no standing charges on a meter that is not on our property.

I received a reply on the same day stating "...i spoke with my manager and and she said even tho its has been capped off then we will still need a meter readings every 3 month we ask it for every 3 months to make sure gas isnt being used hense why we ask this for 3 months and not every month i can see tho the account in not in your name (it is in the charity name, not my personal name) and is it occupier account so u shouldn't get any more letters or bills and i have noted the account".

I've had to put this aside but I know the issue will rear it's head again soon, so, I would like to confirm with some people that may understand utilities/readings etc more than me:

1. Is the Eon Next rep. right and I need to provide 3 monthly readings in perpetuity for a meter that was removed from the property 7 months ago? 

2. If not, how do I convince the Eon Next rep, and his manager, that this is the case? 

I really do appreciate any help provided, I think I need someone more 'in the know' to let me know what the situation should be, to give me the confidence to go back to Eon Next. 

easy

In your shoes I would tell them it isn't possible to read the meter.  I would send them copies of any documentation/emails you have relating to the removal of the meter. 
When they persist (note, I didn't say 'if') repeat that it isn't possible for you or the occupier to read the meter,  and invite them to send their own meter-reader.   

imeach

How do they expect you to read a meter that they have removed, idiots.

From what they appear to be saying, they think the supply is capped and the meter is still there.
We quite often go and check meters like this, just to make sure they haven't decided to start using gas again.
We also quite often get sent to read meters the suppliers have removed too, as in your case.

I would tell them you want to speak to someone higher up.
Surely they have a record of it being removed? And you have sent pictures
Quite often one hand doesn't know what the other is doing though.

Spoonie_Turtle

There is no meter so there's nothing to read, and with no meter surely there should no longer be a gas account attached to the property?

WBCPB

Just put in a WRITTEN formal complaint stating all the facts ( they want you to read a meter that is not there ), you may even get a little compensation for them wasting your valuable time.Quite often this is the only way to get things resolved, if those emails from Eon Next are copy and pasted then you will have your work cut out trying to explain to front line C.S agents.
unhappy@eonnext.com

Danceuptown

Thanks to all for your replies. I'm definitely feeling more confident in my position now and I will respond to the e-mail first thing tomorrow and prepare a formal complaint. @WBCPB Yes, those are unfortunately a copy and paste of the e-mails I have received from Eon Next.

[Deleted User]

Danceuptown said:

Thanks to all for your replies. I'm definitely feeling more confident in my position now and I will respond to the e-mail first thing tomorrow and prepare a formal complaint. @WBCPB Yes, those are unfortunately a copy and paste of the e-mails I have received from Eon Next.

Check the meter serial number against the national database ‘ Who is My Supplier?’  My guess would be that this is just a simple admin error: that is, the old meter serial number has not been removed from the National Database. The serial number that you need will be on an old bill.