Octopus Billing Gas Standing Charge for disconnected/capped meter

Noblettski

We bought a house in May this year.  The gas meter was capped off and completely disconnected/separate from the meter.  I opened an electricity account with Octopus.

In the meantime, we have spent 5 months trying to get the electricity meter updated and the gas meter reinstated/changed (it was last checked in the 1990s) as it wasn't clear who had owned the meter previously.  Eventually, in July, Octopus assigned the meter to our account, but it has taken until early October for a new meter to be fitted.  Of course in the meantime it has been impossible to tap into the gas, access it or use it.  I have sent them a video of the "floating", disconnected meter more than once and it was verified by South West Utilities who sent someone out in June to check the safety of the supply; it was deemed fine.

After raising complaints and numerous phone calls to various departments (and bearing in mind that my husband is on a "vulnerable" list), the gas meter was finally connected and a new one installed on 3 October.

However, I have just been billed for 81 days' Standing Charge, going back to July, and for estimated usage up to 2 October.  My bill totals £49 and has been deducted from my online account.

I thought that until a supply is accessed, technically I do not have a contract with a supplier, therefore cannot be billed anything - aside from this, how can I billed for something that was physically impossible to be used??

I am waiting for a response from Octopus but do I need to contact the Energy Ombudsman?

Brie

You need to wait to get a response from Octopus.  And then if you aren't satisfied with their answer raise a complaint with them.  If they don't resolve your complaint satisfactorily within, I think, 8 weeks you can then escalate to the Energy Ombudsman.  Sometimes I find stating that you are going to escalate you suddenly get the response you need as it costs them, I believe, whenever the EO looks at a case.

Noblettski

I think this would already be linked to the complaint to get a meter installed/reinstated - it hasn't yet been closed their end.  Let's see what they say - but it seems hugely unfair.  I have dealt with 4 energy companies (not just my own suppliers) this past couple of years and without fail they have all been problematic over things which should really be very simple!

EssexHebridean

This ought to be straightforward to resolve because presumably Octopus have a note on their system that when the new meter was installed they also had to reconnect.