Eon standing charge help needed please

Suuuze69

When we moved in to our house in December 2006, we were told by the previous owner (an electrician) that there had originally been under floor heating which had a separate meter to the general electric meter.  When the under floor heating was removed, the meter was disconnected.

When we moved in we made enquiries about having it removed but the cost was out of out budget, so we simply submitted the same reading for it every time along with our actual meter to confirm it wasn't in use as they requested.

Today my husband was speaking to them as they are increasing our direct debit, and it was revealed that they have been charging us a standing charge for the second meter for the entire time.  The lad on the phone immediately refunded 12 months of charges but said that was the maximum they could refund.

Can we apply to get the full amount refunded?  Any advice?

marcia_

 I would make a formal complaint In writing/email asking for the full amount to be refunded. 

 Stress that you gave the correct information on moving into the property and it is their error so you should be refunded 

BarelySentientAI

Was the meter disconnected from the grid, or was the meter disconnected from the underfloor heating?

If the first, you might have a case with a complaint.

If the second, you might be relying on their discretion although there are some arguments (that have yet to be tested/settled) about whether you actually have a deemed contract if you never used any energy.  Giving readings does kind of imply that you accepted the contract and its charges though.

Suuuze69

BarelySentientAI said:

Was the meter disconnected from the grid, or was the meter disconnected from the underfloor heating?

If the first, you might have a case with a complaint.

If the second, you might be relying on their discretion although there are some arguments (that have yet to be tested/settled) about whether you actually have a deemed contract if you never used any energy.  Giving readings does kind of imply that you accepted the contract and its charges though.

In all honesty I don't know if we know that.
We sent readings because they would challenge us that we had two meters so we would prove that we didn't use the second one and it wasn't connected.
Would the fact that the worker immediately issued a refund for 12 months go any way to supporting our claim do you think?
Thanks for your response

BarelySentientAI

Suuuze69 said:

BarelySentientAI said:

Was the meter disconnected from the grid, or was the meter disconnected from the underfloor heating?

If the first, you might have a case with a complaint.

If the second, you might be relying on their discretion although there are some arguments (that have yet to be tested/settled) about whether you actually have a deemed contract if you never used any energy.  Giving readings does kind of imply that you accepted the contract and its charges though.

In all honesty I don't know if we know that.
We sent readings because they would challenge us that we had two meters so we would prove that we didn't use the second one and it wasn't connected.
Would the fact that the worker immediately issued a refund for 12 months go any way to supporting our claim do you think?
Thanks for your response

Those are two different things, and there lies your problem.  It's hindsight now, but the time to have the argument is when you were first challenged about having two meters.

Difficult to say what the CS agent's actions might suggest, all the suppliers have different processes.  It could be that this was the maximum they were allowed and only a higher authority could do more, it could be that they thought it would be enough to make you go away, it could even be because they misunderstood the back billing rules, or it could be something else entirely.

I'm not aware of any good, direct rules about waiving standing charge for a meter that exists but just isn't used.  Second home owners, for example, normally pay standing charges all year round even if they're not using anything for most of that time.

Hoenir

Suuuze69 said:

 When the under floor heating was removed, the meter was disconnected.

When we moved in we made enquiries about having it removed but the cost was out of out budget,

Presumably why the previous owners simply paid the standing charge on the meter. Made it your problem to deal with. 

Scot_39

Can I ask a few questions

What is your current electricity tariff ?

Any idea of what the tariff was when the other meter was connected to the underfloor heating ?

(single rate or multirate - e.g think E7/E10/RTS specials etc)

Ofgem now have in place protection for those migrating from certain legacy metering systems to single rate charging - so might be one way of challenging if applicable.

But you must have been getting bills for years - showing the charges - so getting it backdated might be an issue.

Unless the two are not linked - if the zero use on one MPAN alone - gives the protection - as poster above suggests might apply if never used any power.

How many physical supplies does your property actually have ?

2 meters and 2 MPANs is not the same thing as two physical connections to the grid.  

I only ask because I had 2 meters on an old RTS supply (two actual meters) - so 2 MPANs, two standing charges - but both were connected to same physical incoming supply (100A single phase).  

So when EOn forced us off that Heatwise setup onto E10 - I was moved onto E10 - single digital meter - since upgraded to single smart meter - one meter, two rates, one standing charge, and perhaps crucially from a total cost perspective - same single physical supply from street to home meter cabinet throughout.  No fees to supplier as not my request - or DNO disconnection fee - unless EOn paid one - as in my simplistic view no physical cable removal. 

Supplier meter removal fees are cheap - saw a post in Nov on one suppliers forum quote £100 for single phase meter - DNO "permanent disconnection" fees are not - they start in £100s for simply overhead - to several £1000s.

https://www.ukpowernetworks.co.uk/i-already-have-electricity-domestic/disconnect

Those I suspect are more likely to have made you wince and not progress with the removal.

Mobtr

You have lived here since 2006 & have just found out you pay standing charge for a second meter? Have you ever read a bill? 

Unfortunately I would say you have zero chance of getting 18 years of standing charge refunded & you will continue to pay it until the meter is removed. 

Suuuze69

@scot_39 thanks, I'll check out all of those - I really appreciate you taking the time to reply.

@Mobtr unfortunately I was stupid enough to leave the gas and electric bills in the hands of my husband.  I handle all the other bills.  Lesson learnt!!