OVO Energy - Appalling Treatment

thevideoguy

A friend of mine moved into a new flat at the end of February. The energy supplier of the previous occupier is OVO Energy. The meters are both non-smart. There was an error in both the Gas and Electricity meter readings for a reading submitted on 29th April. We do not know how the error occurred but we have photos of the meters which have been sent to OVO. We have been trying to get it corrected ever since.

Both errors were reported to OVO in writing and over the phone. The Gas meter error was corrected a few weeks ago, but the electricity meter error was not. The error meant that a reading of 25325 was entered onto the account as 22325 the next correct reading 12 days later was 25373. Despite my friend notifying OVO of the error multiple times they have billed her 3,048 kWh for that 12 day period, ignored all prior readings provided and re-billed all consumption prior to that period using estimates on the same consumption pattern as that 12 day period. The bill for the 3 month period from end Feb to end May is currently standing at £4,147!! If they looked at the exit reading of the previous occupier and previously supplied readings they would know this reading is clearly an error and we have the photos to prove it.

OVO customer services have said my friend made the reading error and therefore she owes them this money. As you can imagine, she is in a very bad place.

I helped her raise an official complaint last week, but as yet no word or movement. 

Does anybody have any advice on how to get OVO to listen to reason? The billing is clearly ludicrous but their customer services people are dismissive and rude. Any advice gratefully received.

CSI_Yorkshire

Was there another reading submitted prior to the incorrect one, during the occupation of the flat by your friend?  An actual read, not an estimated one or one from the previous occupier?

thevideoguy said:

OVO customer services have said my friend made the reading error and therefore she owes them this money. 

That's just not true.  If it's accepted that it's an error, she doesn't.  They do, however, have to use readings provided to them by customers unless they are proved wrong.  Saying "now its at 25000" doesn't prove that it wasn't at 22000 before, so that's not enough.

thevideoguy said:

The billing is clearly ludicrous 

Two readings that have both been provided by the customer as far as their system is aware.  Using them, as the licence directs, is not ludicrous.

thevideoguy said:

If they looked at the exit reading of the previous occupier and previously supplied readings they would know this reading is clearly an error and we have the photos to prove it.

That's the bit to focus on, although exit readings from previous occupiers aren't a thing - it's an entry reading from a new occupier.  I assume these photographs are timestamped and dated, taken by your friend during their occupancy and show readings higher than the 22000 but on an earlier date?  With the meter serial number and reading both visible?

Qyburn

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

CSI_Yorkshire

Qyburn said:

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

There's no harm in them, but the change of occupier process doesn't use them as far as I am aware, even as a check or backup. It's driven by the incoming occupier, which is why it gets messed up when people don't give one or try and switch before moving.

[Deleted User]

CSI_Yorkshire said:

Qyburn said:

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

There's no harm in them, but the change of occupier process doesn't use them as far as I am aware, even as a check or backup. It's driven by the incoming occupier, which is why it gets messed up when people don't give one or try and switch before moving.

Suppliers are required under Licence Conditions to use any meter reading provided to it by a customer. My wife and I have moved home 23 times and on each occasion we have provided an exit meter reading. We have always received a Final Bill a couple of days later.

thevideoguy

Thanks for the comments. There were previous readings these have been discarded and replaced with estimates. OVO clearly say on their site, if there is an error with a meter reading then inform us and they will correct it. However, their customer services team act in an entirely different way. I am going to see how the complaint progresses then, if no joy, escalate to the ombudsman. We have time stamped photographs. The problem is the whole process takes a long time. If it were me I'd let them take me to court as the evidence against OVO is clear, but my friend is struggling with anxiety due to OVO claiming she owes them £4k when her real bill should be around £100 total.

CSI_Yorkshire

[Deleted User] said:

CSI_Yorkshire said:

Qyburn said:

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

There's no harm in them, but the change of occupier process doesn't use them as far as I am aware, even as a check or backup. It's driven by the incoming occupier, which is why it gets messed up when people don't give one or try and switch before moving.

Suppliers are required under Licence Conditions to use any meter reading provided to it by a customer. My wife and I have moved home 23 times and on each occasion we have provided an exit meter reading. We have always received a Final Bill a couple of days later.

And then when there's an opening read from the incoming occupier, the final bill gets re-issued with a different charge.  Might not have happened to you, but it frequently does.  So your exit meter reading often doesn't matter at all - it's just creating an interim bill that might or might not get changed.

Gerry1

Does your friend qualify for the Priority Services Register?  If so, insist on a call from a meter reader.

[Deleted User]

CSI_Yorkshire said:

[Deleted User] said:

CSI_Yorkshire said:

Qyburn said:

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

There's no harm in them, but the change of occupier process doesn't use them as far as I am aware, even as a check or backup. It's driven by the incoming occupier, which is why it gets messed up when people don't give one or try and switch before moving.

Suppliers are required under Licence Conditions to use any meter reading provided to it by a customer. My wife and I have moved home 23 times and on each occasion we have provided an exit meter reading. We have always received a Final Bill a couple of days later.

And then when there's an opening read from the incoming occupier, the final bill gets re-issued with a different charge.  Might not have happened to you, but it frequently does.  So your exit meter reading often doesn't matter at all - it's just creating an interim bill that might or might not get changed.

I agree that suppliers have the right to change Final Bills. What I am contesting is the claim that the change of occupancy process doesn’t use a reading provided by the outgoing owner/tenant. I have never had a revised Final Bill. 

thevideoguy

Gerry1 said:

Does your friend qualify for the Priority Services Register?  If so, insist on a call from a meter reader.

It would not affect this situation as subsequent meter readings have been accepted.

CSI_Yorkshire

[Deleted User] said:

CSI_Yorkshire said:

[Deleted User] said:

CSI_Yorkshire said:

Qyburn said:

CSI_Yorkshire said:

That's the bit to focus on, although exit readings from previous occupiers aren't a thing -  

Whenever we've moved the supplier has asked for an exit reading, and it made sense to provide it so there's no question of paying for the next occupier's electricity. 

There's no harm in them, but the change of occupier process doesn't use them as far as I am aware, even as a check or backup. It's driven by the incoming occupier, which is why it gets messed up when people don't give one or try and switch before moving.

Suppliers are required under Licence Conditions to use any meter reading provided to it by a customer. My wife and I have moved home 23 times and on each occasion we have provided an exit meter reading. We have always received a Final Bill a couple of days later.

And then when there's an opening read from the incoming occupier, the final bill gets re-issued with a different charge.  Might not have happened to you, but it frequently does.  So your exit meter reading often doesn't matter at all - it's just creating an interim bill that might or might not get changed.

I agree that suppliers have the right to change Final Bills. What I am contesting is the claim that the change of occupancy process doesn’t use a reading provided by the outgoing owner/tenant. I have never had a revised Final Bill. 

You frequently describe the change of occupancy process here.  I might be remembering it wrong, but I don't recall a lot of emphasis on exit readings in the description.

I have had a revised Final Bill on nearly 50% of my house moves.  But as we both know, personal experience is really just anecdotes.