do readings need to be marked as estimates?

Brie

ongoing fussing with my Outfox the Market bill.

Got sent my most recent statement and saw that it showed that for both electric and gas there were readings for 24 August and stated "your reading".

So not marked as estimates.  And the previous readings which I had submitted were marked the same.  So how is one supposed to know if they are estimates or actual readings?

Is there any obligation on the part of the utility provider to make this clear?  

I've not been with OtM for more than a few months, haven't done readings as often as they suggest because I'm on a fixed rate currently but have now spotted an error on my bill and am wondering how I can prove that it wasn't me that did the reading.

Qyburn

You aren't quite explicit but can you confirm that the readings on the 24th were not ones you took and submitted, and also that those are the readings that are incorrect?  Are they wildly wrong to the extent that they might have come from completely different meters, or just a bit wr9ng as if they were inaccurate estimates?

Maybe the best thing would be for you to take your own correct readings and submit them. You could call the supplier as well to explain.

Brie

Qyburn said:

You aren't quite explicit but can you confirm that the readings on the 24th were not ones you took and submitted, and also that those are the readings that are incorrect?  Are they wildly wrong to the extent that they might have come from completely different meters, or just a bit wr9ng as if they were inaccurate estimates?

Maybe the best thing would be for you to take your own correct readings and submit them. You could call the supplier as well to explain.

Yes I didn't take any readings on the 24th. 

I've checked the electricity meter and the reading they give is low compared to what's showing now so I know it's their estimate.  

I did take readings for both gas and electricity on the 24th JULY and they are marked as "your reading" which is fine. 

But then there is a reading on 10th Aug for gas marked "your reading" which I know wasn't correct as we were in Germany at the time.  There's no electricity reading for the 10th.  As it happens when we got back from holiday (19th) we discovered we had no gas at all so I suspect the 10th was when the meter went !!!!!! and it sent something through to the company with it's dying breath.  We didn't realise the extent of the problem til the next day (20th) when OtM came and replaced the meter.  So there was no gas being used from the 10th to the 20th as a) no one was at home and b) the meter problem had switched off the gas supply.  There is now a different meter which is not noted on the bill for the last 4 days of the billing period.  (sorry if this is complicated.)

I did since posting initially checked older bills and they say "estimate" on them so I don't know why this has now changed as if we have been sending them readings.  The 3 things I would expect to see are estimate, smart reading and your reading.  I know the smart meter wasn't working as such so there's never been a smart reading logged - unless it was the one and only when the meter actually died.  

To be clear - I'm not massively concerned about being overcharged by what is likely to be a couple of pounds.  It is the fact that they seem to be claiming I have submitted readings when I definitely have not.

BarelySentientAI

The closest thing I can find in the licence conditions is that the supplier should explain their bills in plain English when asked.

Reed_Richards

Get that smart meter and all your worries will be over.

aaiiee

Did someone come to fix the gas meter? Is it possible they took readings which were recorded as on the 24th August? It wouldn't explain why they look as though they are your readings, of course.

Brie

Reed_Richards said:

Get that smart meter and all your worries will be over.

Not necessarily as it was a smart meter that started this whole mess!!!

Reed_Richards

Well a newer smart meter, then.  You have another thread about getting smart meters but when I read the details I see that you actually just want newer ones.

Brie

Reed_Richards said:

Well a newer smart meter, then.  You have another thread about getting smart meters but when I read the details I see that you actually just want newer ones.

Proof, I guess, that I talk/write too much.....

Reed_Richards

But back to the original question, it might be worth raising a complaint that your bills don't clearly show if readings are estimates (or actual from your smart meter, or supplied by you, the customer).  Whether or not Outfox the Market are obliged by regulations to do this, I think it is wrong of them not to do so.  I would complain.

VXman

Reed_Richards said:

Get that smart meter and all your worries will be over.

I'm with outfoxthemarket and have smart meters. They still ask for readings each month. I had a gas one which was read remotely but not the electric. Not sure what their problem is as both meters worked fine with EDF previously.