Gas Meter Fault

Dufie456

Hi im new to the forum & are looking for some expert advice as i moved back into a property i rented out in November 2021 and sent the meter reads to scottish power who said they would have to base our usage on the previous tenant which i disagreed with as it was over £250 per month & they were a family & it was just me and my husband so after a lengthy discussion they agreed to reduce it to £200 per month on a fixed contract until December 2023 , and i would send meter reads in but then in  January 2022 i went to do a meter read & the meter was blank i contacted Scottish Power & reported the issue to be told they would send someone after a few months i didn't here anything so continued to report & finally they sent someone out from Morrisons who said the meter was broke & he would report back there has never been anything done & after continuously contacting Scottish Power who don't seem to care as there still charging us estimate meter reads my family insisted i go to Ombudsman which i did in January 2023 & give them all the case evidence ect & i agreed that all i wanted was the meter fixing or replaced so i was paying accurate bills as i dont want to be charged a massive bill not that i will as i personally think im being over charged as we don't really use gas as have an open fire for heating but at the same time i should only be paying for what i use so find it unfair , As Scottish power had failed to adhere to GSS regulations they were advised to pay us £180 & as a goodwill credit our account with  £100 , send us an apology letter & make an appointment to get the meter sorted we are 3 months in and apart from a letter saying they have applied a credit to our account which will show on our bill & to accept that letter as an apology nothing has actually been done about the meter which in fairness is what we want sorting this hole situation is very stressful & as we are pensioners and not really up on things i am having to rely on my family to help me sort it out , I have gone back to the Ombudsman for advise which they have said they will contact them but just don't seem to be getting a resolution to this situation. Any advise would be grateful as i seem to be going round in circles & feel despite what the Ombudsman have said Scottish Power aren't Adhering to it so whats the pint in them.

frugalmacdugal

Hi,

welcome to the forum.

It helps if you can break down your block of text into paragraphs, easier to read.

Hope you get sorted.

CSI_Yorkshire

Paraphrasing for ease of reading:

OP moved in November 2021.  Scottish Power wanted to set DD to £250pm.  OP thought this was too high, and agreed £200pm.  OP, please note, fixed price doesn't mean all-you-can-eat, so 'fixed' doesn't really mean a lot in relation to this number.

Meter screen was blank in January 2022.  Technician has confirmed meter is broken.  OP is being billed on estimated readings and thinks they are probably too high.

OP went to Ombudsman in January 2023 who said that Scottish Power should fix the meter.  SP have paid the OP £280 in compensation and goodwill, but haven't yet fixed or replaced the meter.

imeach

Hundreds or thousands, or maybe hundreds of thousands of blank screens, and most suppliers really don't seem in a rush to replace.

The person from Morrison would have been a meter reader sent by Scottish Power to read the meter.
They would have recorded this and the supplier will probably ignore it and send us back every 3 months or whenever they do to try to read it again. It's just crazy.

Stuart_

Here's what you could do:

1. Hold onto Everything: Keep all your communications with Scottish Power. Dates, times, details of chats - write it all down.

2. Stick with the Ombudsman: They're there to help (although they are pretty much powerless), so make sure they know everything about your situation. Share all your recent chats with Scottish Power.

3. Chat with Your MP: Reach out to your local MP. They're there to help with stuff like this, and they might be able to raise your issue with the right folks or even directly with Scottish Power. They could offer advice or assist in moving things forward.

4. Think about Legal Help: If things don't improve, you might want to chat with a solicitor or a legal aid group. They could help you understand your rights and what to do next. Contact citizens advice.

5. Consider Media Attention: If you're still stuck, maybe reach out to local or national news. They often have folks who help with these issues and can put a spotlight on your situation.

6. Look at Other Providers: If you can, maybe look at other energy providers. Just be sure you understand your contract with Scottish Power so you don't get hit with any penalties.

It's indeed concerning that large energy corporations are amassing significant profits, yet the power of the Ombudsman to enforce compliance seems limited. It's unjust that much of the responsibility for resolution falls upon individuals, especially when navigating the complex systems can be challenging.

Moreover, it's distressing that vulnerable individuals, who might lack the capacity to effectively manage such situations, are often the ones most affected. This highlights a systemic issue in need of redress. Greater regulation of these companies and more robust enforcement powers for the Ombudsman might be required. The onus should not be so heavily placed on consumers, particularly for such a fundamental service as energy.

Remember, it's frustrating, but sometimes these things take a bit of time. Stay patient, and keep at it. You've got this!

CSI_Yorkshire

Uh oh.

Stuart_ said:

4. Think about Legal Help: If things don't improve, you might want to chat with a solicitor or a legal aid group. They could help you understand your rights and what to do next. Contact citizens advice.

No law has been broken.  Legal help is not useful here.

Stuart_ said:

It's indeed concerning that large energy corporations are amassing significant profits

This isn't true.  And where did the "indeed" come from?  Nobody on this thread has suggested it.

Stuart_ said:

yet the power of the Ombudsman to enforce compliance seems limited.

Neither is this.  Or would you suggest that courts have limited power?

Stuart_ said:

It's unjust that much of the responsibility for resolution falls upon individuals

People should be assumed competent.  This is not a nanny state.  Where extra help is needed, it should be made available, but individuals must have responsibility for their own lives.

Stuart_ said:

Greater regulation of these companies and more robust enforcement powers for the Ombudsman might be required. The onus should not be so heavily placed on consumers, particularly for such a fundamental service as energy.

Energy in the UK is already one of the most regulated industries in existence outside command economies.  The Ombudsman cannot, and should not, be made responsible for solving equipment supply problems.

The Ombudsman in this case appears to have required three things.  SP appear to have done two of these, and the other could easily be delayed due to well-publicised and presently unsolvable supply-chain issues.

There is also a documented procedure for disputing estimated readings used in periods like this if sufficient evidence can be provided (either historic or based on metered usage after the meter fix) to demonstrate that the estimates were unacceptable.  This would minimise the possible 'loss' (if any) that the OP has suffered.

Stuart_

1. Regarding the suggestion to seek legal help: I'm merely recommending this as a potential course of action for individuals who may feel overwhelmed or unsure of their rights in a complex situation. It's not about alleging a law has been broken, but rather about ensuring consumers are fully aware of their rights and are able to navigate the system effectively.

2. As for the profitability of energy corporations, it's not a baseless claim. Several large energy corporations have indeed recorded significant profits in the past.
   

3. On the power of the Ombudsman: It's undeniable that the Ombudsman holds significant power. However, there have been instances where their recommended remedies were not fully implemented by the energy suppliers, which can leave consumers feeling helpless.

4. In terms of individual responsibility: Of course, people should be assumed competent and should bear some responsibility. But when they're pitted against large corporations and complex regulations, it's easy to feel outmatched. It's not about creating a "nanny state", but ensuring a fair and balanced playing field.

5. Regarding regulation and the Ombudsman's role: I understand that the energy industry is highly regulated, and I'm not suggesting that the Ombudsman should resolve equipment supply issues. Rather, I'm advocating for clearer communication, greater transparency, and possibly more robust enforcement powers to ensure consumers are not left in the lurch.

6. On the issue of estimated readings: Yes, there is indeed a procedure to dispute such readings. However, it might not always be straightforward or accessible to everyone, hence the need for more transparent communication.

Once again, thank you for your input. I agree with you on some points, and I hope we can continue this fruitful discussion. It's through exchanges like these that we can shed light on these issues and hopefully bring about positive change.

Best regards

Dolor

1. On the power of the Ombudsman: It's undeniable that the Ombudsman holds significant power. However, there have been instances where their recommended remedies were not fully implemented by the energy suppliers, which can leave consumers feeling helpless.

Bodies like the Financial Ombudsman have statutory powers so any Decision is similar to a Court Order. Energy Ombudsman Services is set up by an Underpinning Statute but it doesn’t have any statutory powers. If a supplier doesn’t implement an EOS Decision then all that EOS can do is report the supplier to Ofgem. That said, the consumer can use the EOS Decision in support of any court action taken against the supplier.

Qyburn

Stuart_ said:

It's indeed concerning that large energy corporations are amassing significant profits, 

I'm not sure on the relevance of "large energy corporations" in general, when we're speaking here about a supplier currently under tight regulation and expected at best to be making less than 2% profit. 

Stuart_

Qyburn said:

Stuart_ said:

It's indeed concerning that large energy corporations are amassing significant profits, 

I'm not sure on the relevance of "large energy corporations" in general, when we're speaking here about a supplier currently under tight regulation and expected at best to be making less than 2% profit. 

Thank you for your response. I think it's critical here to clarify the broader context of my comment about 'large energy corporations'. ScottishPower UK Plc, reported a net profit of 487 million British pounds in 2022 on a revenue of 8.4 billion pounds. This is a clear example of a substantial profit in the energy sector.

While it's true that many suppliers, particularly smaller ones, operate on very thin profit margins, larger entities such as ScottishPower can and do generate substantial profits. It is these corporations I was referring to.

My point isn't to demonize the profit-making aspect of corporations. Companies exist to generate profits. However, these profits shouldn't come at the expense of transparency, accountability, and robust customer service. Especially when dealing with fundamental services like energy. Irrespective of their profit margins, all energy suppliers should uphold these principles. The problem arises when, amid these profit figures, issues like the one we're discussing occur and the resolution process becomes complicated and distressing for the customers. It's in these circumstances that it becomes evident that more robust consumer protection mechanisms may be required.

CSI_Yorkshire

Stuart_ said:

Qyburn said:

Stuart_ said:

It's indeed concerning that large energy corporations are amassing significant profits, 

I'm not sure on the relevance of "large energy corporations" in general, when we're speaking here about a supplier currently under tight regulation and expected at best to be making less than 2% profit. 

Thank you for your response. I think it's critical here to clarify the broader context of my comment about 'large energy corporations'. ScottishPower UK Plc, reported a net profit of 487 million British pounds in 2022 on a revenue of 8.4 billion pounds. This is a clear example of a substantial profit in the energy sector.

Fallen at the first hurdle there, somewhat unsurprisingly.

Scottish Power UK PLC is not the supplier, is not the regulated company, is not the company responsible for metering, and has nothing to do with the OP's question beyond being part of the same group.

Scottish Power Energy Retail Limited - the actual company being talked about here - made £305 million operating loss on £4bn revenue according to the latest filed accounts at Companies House.