Utility Warehouse

Tsmiles

Just reviewed my latest bill and had to send Utility Warehouse this email

"We have read our latest energy bill and see that there is an error regarding the gas meter reading.

The bill states the reading are from the smart meter

The gas smart meter has been faulty for a number of months and has failed to supply readings. I have support emails to support this statement

The bill states an end reading of 3114 for 28th June. The end reading of 3114 is for the 30th June. More precisely 00:11 01/07/2023. I supplied this reading including the image I took of the smart meter reading.

The bill states an additional end reading of 3142 or 28 units for the period of 28/06/23 to 30/06/23. Again stating it is a smart meter reading. I have taken a picture of the smart meter for the 11/07/23 which shows a reading of 3117 -  image attached.

The bill states a smart meter usage of 6 units for 28 days and a usage of 28 units for 2 days. At the same time unit price drop the following day? Seems as though your system is claiming higher usage while the unit price is higher, using a smart meter that is not supplying readings.

Please review the bill and adjust the bill to the correct usage. Please explain this additional reading from a smart meter that is not sending readings?"

Tsmiles

I had a smart meter installed Feb 22. The Gas smart meter failed to send readings for 10 months without our knowledge. We had to raise a complaint with the ombudsman as UW complaints team were not responding. We are still waiting for UW to action the ombudsman’s findings. In June this year (2023) I notice the gas smart meter was not sending readings again. Supplied a reading with photographic evidence. This showed we had used 6 units. When the bill was generated (11th July) the reading I supplied was recorded as a smart meter reading for the 28th June and then a second reading for the period of 28th to 30th June which stated we had used 28 units in 2 days. I checked the smart meter (11 July) and it showed a reading of 25 units less than the end reading stated on the bill for the 30th June. I raised a complaint with UW asking why the extra reading, why my reading was shown as a smart meter reading, asking them to confirm if they are receiving reading and to reimburse the charge. UW confirmed they were receiving readings now and confirm the latest reading which was correct. They stated that this issue would be resolved when the July bill was generated. UW ignored the other questions I raised.

When we received the July bill it stated the starting reading as the end reading from the Junes bill which UW had acknowledge was wrong and then stated an end reading which compounded the original error but also stated I had supplied this reading. I had supplied a reading which showed 69 units less than the end reading stated. This end reading for July was also less than the end reading shown in June’s bill.

I supplied an end reading for September and called the UW support team to ensure the bill was calculated correctly and to raise a complaint which included UW support responses to this issue and why readings had been attributed to the smart meter or myself in error (the implications of this error regarding trust in the system and UW arbitrary being able to charge any amount without any checks).

I was promised a call back this Monday at 11am (11th Sept) which they did not make. I received an email this morning at 01:58 that UW is looking into the complaint and a second email 10:12 stating they had resolved the complaint and had close the complaint as I had stated I was satisfied with the outcome. UW have not been in contacted me and I am not satisfied with the outcome. I have contacted them again this morning to reopen the complaint. I’ve been promised someone will contact me later today.

In the last 18th months, I have been promised a call back from the complaints team on 6 separate occasions. I’m yet to receive a call.

Alnat1

Time to ditch and switch?

wild666

6 units is around 68 kWh. The difference between the two readings is just over £21 of gas usage at 7.5p per kWh. 
I would send them readings every month for the gas and if they keep estimating it then put in a complaint and go to the ombudsman after 8 weeks or sooner if they close the complaint without contacting you.