Huge mess with EDF & British Gas

QrizB

smallangel82 said:

QrizB yes, I've just read this one which was also shared earlier. It sounds very familiar.

Sorry, I missed that it had already been linked!

smallangel82 said:

I've also checked the https://www.findmysupplier.energy/ link and my address, ie my flat, isn't even listed more than 2 years after it was finished by the builders..

That's not entirely helpful to you, then.

Do you have an entry on the energynetworks.org electricity site?

[Deleted User]

I haven't read every word on this thread. Mis-registration of new build meters by the DEVELOPER is an all too common occurrence. It happens because builders think in terms of plot numbers and energy companies use postal addresses. A few things to note:

1.  The Developer works with the new connections team to ensure that the correct details are entered onto the correct database.

2. Each property has a MPAN and MPRN (if there is gas) allocated to it. The meter serial numbers are linked to the MPAN and MPRN.

3. You need to investigate which meter/s serve your property by testing (turning things on and off). Take a photo which shows the meter serial number.

4. Talk to your the Database managers. Tell them what the issue is and ask them to search using the meter serial number. You need to get from them the linked MPAN and MPRN.

5. You then need to contact your supplier and ask them to update the MPAN/MPRN databases with the correct postal address. The correct meter will then be allocated to your property.

DO NOT allow any supplier to transfer a meter serial number to your property address. You will break the MPAN/MPRN link. These problems do not happen in isolation. If the link is broken then a neighbour will end up with a MPAN/MPRN and no meter serial number and another neighbour will have a meter serial number and no MPAN/MPRN.

On my small estate of 14 houses, 12 properties were mis-registered. It took over 6 months to sort out as various suppliers were involved.

If the property is not registered on a database/s then you need to speak to your Developer or its metering agent.

smallangel82

@QrizB This website is more related to the postcode and that is showing ok. It's just on the gas network website, every other flat is listed, just not mine. Very weird.

smallangel82

@[Deleted User] the electric meter is in my flat, I can access it and the details for this are correct. The gas meter is outside by the front door and they have visible pipes leading to each flat, so you can visibly follow along and make out which meter belongs to which flat. If I was to speak to the data manager, do you mean the developer by that ? This has been going on for more than 6 months now and I'm not the only person in the house with mixed up meters. According to EDF, this is nearly sorted but they keep coming up with new issues. You would think that, if this is such a common thing, that either developer or supplier would start to pull on one string and use the most appropriate details moving forward to avoid these issues.

[Deleted User]

smallangel82 said:

@[Deleted User] the electric meter is in my flat, I can access it and the details for this are correct. The gas meter is outside by the front door and they have visible pipes leading to each flat, so you can visibly follow along and make out which meter belongs to which flat. If I was to speak to the data manager, do you mean the developer by that ? This has been going on for more than 6 months now and I'm not the only person in the house with mixed up meters. According to EDF, this is nearly sorted but they keep coming up with new issues. You would think that, if this is such a common thing, that either developer or supplier would start to pull on one string and use the most appropriate details moving forward to avoid these issues.

There are two National Databases that are used to register electricity and gas meter details: MPAN; Meter Serial Nos; Nominated supplier; postal address etc. 

The gas database is managed by XOServe and your District Network Operator (DNO) is responsible for updating the electricity database. XOServe can be contacted at customerexperience@xoserve.com

smallangel82

@[Deleted User] Thank you ! I'll try those.

[Deleted User]

smallangel82 said:

@[Deleted User] Thank you ! I'll try those.

Just to expand further. When you contact XoServe give them basic details only. Say that you believe that there has been gas meter mis-registration. Give them the meter serial number and your address. As them to provide the following information:

1. The MPRN linked to the meter serial number.

2. Confirmation that the MPRN is not linked to your property address. (They may be reluctant to give you the linked property address).

3.  The nominated supplier.

Once you have the information, connect the nominated supplier (even if this is different from the supplier that you think that you are with). Connect the nominated supplier by email with a photo of the meter showing the serial number and ask it to update the MPRN listing with your property address. Only the nominated supplier can make the change. This is to prevent erroneous transfers.

smallangel82

@[Deleted User] noted, thank you

smallangel82

An update....

Wow, wow, wow.......... I've contacted the Ombudsman on Saturday just gone and provided details on what was said and done, provided copies of letters and bills and more and will now have to wait for them and their decision.

Just now I've come off the phone with British Gas who called me back. I explained that I have reached out to the Ombudsman and that I will wait for their decision. If they say that after all, I do have to pay, I'm happy to do so but I cannot make any payments before April 2024 because of imminent medical bills for treatment I need right now. 

British Gas advised that they are not willing to wait, nor will they write off my bill (though they wrote off a bill that was twice as high for my neighbour because of the meter mix up !?). I was told that if I don't pay within 28 days of the bill due date, it would get reported and worsen my credit rating. Again, no care about my IVA and other circumstances that don't allow me to make any other payments right now. And no care at all about British Gas having harassed me ever since moving in either.

I was told that I can apply for a grant, given I fulfil certain requirements.

Stunned by the fact that those companies can play with people and don't give a damn about their lives. I'm sure that, if the person I spoke to was in the same circumstances as me, they would also ask for consideration. How what they do can be allowed, I don't understand. Mindblowing. And it wasn't even my fault in first place.

I had contacted the Ombudsman with details by email and called to ask whether they have received it as there was no automated email to say they have got it. When I called they said to wait until Friday 22nd and if I haven't heard back by then, to call back, which is what I'll do if needed.

smallangel82

More than 8 months in, the Energy Ombudsman has now managed to close my case.

The meter number has been updated on the EDF account. Their rates are still good but as their finger pointing game continues and I have decided to change provider.

My address is still not showing on the FindMySupplier website. This is because my address shows as a business on EDF site. They would need to update this on their end but, as I'm changing provider, won't and it's now the new supplier that will have to adjust this for my address to show (FMS only shows residential addresses apparently). 

It was also decided on a cheque/ gesture of goodwill which will soon be in the post.

Happy and grateful to finally be able to close this chapter and move on. Hopefully Developer and Supplier will soon come to a solution that avoids these kind of issues right from the start. It's really no fun for anyone involved.

Thanks again for all the comments on my thread here, I appreciate them.

J