Utility Warehouse liable for mistake?
I find myself in a predicament regarding a bill exceeding £3,000 from January to December 2023 for my two-bedroom flat, where I reside alone. This flat operates solely on electricity, including an electric water tank, a new feature for me as my previous residence relied on gas. Despite considering myself a low utility user due to being away frequently, I faithfully submit meter readings to UW online (without using the app or having a smart meter).
Upon moving in on November 26th, 2022, I enrolled with UW based on the information I provided online. I assumed that after a full month of usage and submitted meter readings, if my payment didn't adequately cover expenses, UW would contact me to adjust or discuss the tariff. Initially, my first bill was under £100, slightly short of my tariff payments. However, I anticipated owing more during colder months, which I expected to balance out in warmer seasons.
Subsequent bills showed a growing debt (reaching £150), but I believed it would even out eventually. By September 2023, the debt reached a concerning minus £255. Given the approaching colder months, on September 14th, I proactively reached out to UW, seeking to increase my payments and offer a meter reading. Shockingly, UW responded claiming they hadn't received any meter readings from me throughout the year, which left me confused and shocked.
While I couldn't recall specific dates, I was certain I'd submitted meter readings. I had received prompts via email to submit readings but couldn't find confirmation emails upon checking. Over the last three months, discussions with multiple UW employees consistently asserted that due to the absence of my readings, they had estimated my usage for nearly the entire year. They only factored in a meter reading I submitted on September 22nd, explaining the high bill.
Recently, during a conversation with UW, I mentioned the absence of my meter readings, and surprisingly, the UW representative acknowledged receiving and recording my readings on the following dates:
26.11.22 = 40506 (opening reading)
31.12.22 = 41959
31.03.23 = 45544
30.06.23 = 48465
22.09.23 = 51047
The representative also admitted that for some inexplicable reason, all the readings I had submitted were not incorporated until September 22nd. This revelation stunned me, as it directly contradicted UW's earlier claims of not having my readings when they indeed had them all along.
Had UW utilized my submitted readings, particularly the initial one from December 31st, 2022, I could have managed my usage more effectively. I would have been prompted to investigate and adjust the settings for the central heating and electric water tank much earlier (water tank being the main energy issue) preventing this financial issue.
Initially, I believed I couldn't dispute the amount consumed. Yet, reflecting on this, had UW incorporated my readings correctly, I could have managed my usage effectively.
Acknowledging UW's delayed use of my readings, I'm seeking a fair resolution to determine the accurate amount I owe.
I aim for a fair assessment as I just would have not ended up using as much energy as I would have seen this in the first full month bill IF they had used my readings.
But how do I work out how much?
I don’t want them to just come back with an amount they think I owe (if they do reduce it). I need out a figure to work with.
You help and thoughts would be much appreciated.
- All Categories
- 341.9K Banking & Borrowing
- 249.7K Reduce Debt & Boost Income
- 449.2K Spending & Discounts
- 234K Work, Benefits & Business
- 606.2K Mortgages, Homes & Bills
- 172.5K Life & Family
- 246.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 15.8K Discuss & Feedback
- 15.1K Coronavirus Support Boards