Utility Warehouse - warning to any prospective new customers

24febstarter

I wanted to share this as a warning to anyone thinking about switching to Utility Warehouse.

Last month I switched energy supply to their Gold Variable tariff. We have an Economy-7 smart meter with storage heaters that power up in 2 separate charges overnight on a cheaper night rate.

For 2 weeks I wondered when UW would update their new tariff as the daily costs looked too high. By the time they fixed the issue, having initially made out it was a faulty display reader, 150 units had been incorrectly added to the daytime meter. They'd used the wrong times, charging the day rate when the heater circuits turned on at 10.30pm and only switching to the night rate at the time they were turning off. Our normal daily usage is just 3kwh. 90% of the energy is for overnight heating.

UW are still refusing to reverse and re-invoice the heating charged at the wrong rate.

Worse, last week the heating was abruptly cut off with no warning, no apology and no explanation. Apparently, the meter was 'being updated' for their tariff but the outcome was the timer switch for the heating circuit was disabled. We now have no overnight heating at all and are having to run emergency heaters during the day.

We are on the UW priority register (my partner is medically vulnerable) but my complaints and requests to escalate our emergency have been ignored. UW suggested we call an electrician to check the circuits (UW's out of hours service confirmed only UW are able to access the meter settings). UW eventually promised to reset the meter. To-date we remain without heating. The meter itself is less than 2 years old, being installed by a previous supplier that also disabled the timer switch (tho' leaving it turned on).

We have never received such scandalously bad service from any service supplier. It's shocking that Utility Warehouse have no apparent standards or duty of care obligation. We cannot wait 8 weeks to contact the Energy Ombudsman, we need our heating back now. It looks like we'll have to change supplier just to get it restored. Having endured 7 weeks of unsolicited tampering and repeated gaslighting by UW (3 times in 5 days we've been asked to wait for a call and there was none) we seem to have run out of options.

24febstarter

Apparently, with UW you cannot make a complaint until after the first bill has arrived. Even though you know the meter readings will be incorrect.

Gerry1

Welcome to the forum.

As you are without a heating circuit supply it might be worth calling your Distribution Network Operator.  They may be able to lean on UW more effectively than an individual customer.

https://www.energynetworks.org/customers/find-my-network-operator

24febstarter

@Gerry1 Thanks for your reply. I have checked with UK Power Networks but they only deal with external disruptions to energy. We do have energy day and night but the heating circuits (operated by a timer switch inside the meter) have been disabled. My understanding is that these settings are completely under the sole control of the energy provider.

Since they have disabled the switch they should also be able to reset it. 

Gerry1

Bit disappointing that UK Power Networks weren't interested.  Even if technically not their responsibility I'd have hoped they could have pointed you in the right direction especially as you're on the Priority Services Register.

Possibly worth calling Citizens Advice?  They may have quick access to the CEO.

However, unless you're on a fantastic deal it might be best to Ditch & Switch; the UW leopard is unlikely to change its spots any time soon so you'd only be waiting for the next problem.  You can then take UW to the Ombudsman at your leisure.

24febstarter

@Gerry1 - Thanks for your reply. I didn't get as far as speaking to a person at Power Networks but got the impression it is outside their remit. CAB here will be understaffed and overwhelmed with people without even food to eat.

Oddly enough, UW just got back in touch. Possibly coincidence or maybe even they check MSE forums occasionally?
Fingers crossed...

Gerry1

Perhaps one of their agents nudged them?  They rely on being paid commission, so they're probably very sensitive to any bad publicity about UW that might deter new punters from signing up.

24febstarter

So much for a 'nudge'? There is still no Economy-7 circuit and still NO HEATING.

Useless Warehouse are providing 10% of an energy service. And charging £100 a month for it.

After yesterday's call letting me know that someone would get in touch I later received a message confirming they had been. Both lies. The abuse (or 'service') from Utility Warehouse is completely unwarranted. Do they treat all their customers in this way?

We're cancelling. We will NEVER return to Utility Warehouse.

Gerry1

I'd try the blunderbuss approach, anything to reduce the outage by a day or two.

That includes calling UK Power Networks rather than assuming they won't be interested; what's the worst that can happen?

24febstarter

Thanks Gerry. UK Power Networks ask for your postcode and establish a connection with your meter, thereby confirming you have power. I haven't found a way to talk to anyone. Everything beyond that seems to be at the behest of the supplier.

EssexHebridean

24febstarter said:

Thanks Gerry. UK Power Networks ask for your postcode and establish a connection with your meter, thereby confirming you have power. I haven't found a way to talk to anyone. Everything beyond that seems to be at the behest of the supplier.

If this is through an automated switchboard system then it is worth simply staying silent when it asks you to confirm the info - with some organisations this then gets you through to a human.