Energy Ombudsman

masonic

HillStreetBlues said:

A reply

Good Afternoon, Mr. HSB - I trust you're well

Apologies for the delay in getting back to you here, specifically with regard to the Ombudsman resolution that has yet to be implemented.

At this point, we are currently working with our Data Collection agents in order to facilitate the D86 for the period, in line with the meter reading submitted as of 01/09/2024 ( 32330 )

The most recent update on our side is that TMA (our data collection team) have requested on a resubmission of the D148 (Notification of meter details) to retrigger the necessary pathways to prompt a D86 from Octopus Energy.

Alternatively, we have looked to raise a D071 (Customer Own Reading) in order to request a D86 chase from our side through other means.

As seen in the screenshot below, we've been able to process these requests today, and look to receive word from TMA in the coming days:

I again would like to express our apologies on behalf of the team at Tomato Energy, and thank you for your continued patience throughout the period.

It's interesting to see they are still working through D0086 flows from way back then. I have been trying to get them to sort out my opening reading, so this gives me some relief that my efforts aren't totally futile.

HillStreetBlues

masonic said:

It's interesting to see they are still working through D0086 flows from way back then. I have been trying to get them to sort out my opening reading, so this gives me some relief that my efforts aren't totally futile.

Will keep this thread updated

HillStreetBlues

Just received phone call & email from TE

 

Good Morning, HSB - Thank you for getting back to me here

Just to provide some clarity on the route to resolution here, it seems like we've made the following progress - 

• The D86 (Change of Supply Reading) has been accepted and resent by the Data Collector, both to ourselves (as of 11/04/2025) and Octopus (14/04/2025) - This should mean that Octopus is able to redo their final invoice in line with the agreed reading of 32330.
  
  
• An invoice revision from our side to reflect the correct reading
  
  
• A credit note of £100 will be generated to represent the Ombudsman compensation

From here, we can look to revise the invoicing on our side, starting from the given read, up to date from our side.

With regards to the payment, we can look to make this payment of £100 directly into your bank account - This will refer to a payment from ourselves directly into your account - Alternatively, we can credit this £100 onto your energy invoice to help assuage the up to date balance, but I will call you in due course to confirm the best way to proceed in this regard.

With regards to your upcoming invoice, we'll look to bring your account up to date, as the billing has been paused on the basis of the opening invoice revision.

Due to this, we can generate a statement encompassing the entire period, from the opening reading (32330) up until the closing read for the March period (34300), inclusive of payments already received for the invoices.

I will also look to ensure a 10% discount is applied to the revised invoice, to further express our apologies in the delayed resolution of this outstanding case.

Decided to have £100 paid into bank, hopefully by next week

HillStreetBlues

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HillStreetBlues

D86 all done and final bill now issued by Octopus, issue now is they have 32342.5 as Closing reading not 32330!

HillStreetBlues

Although TE told the EO that they have complied with their decision, so far they have issued only the apology, no sign of the promised compensation and Octopus states that the 32342.5 reading is from the D86.
Just message the hander to update them.

HillStreetBlues

It seems the do pay attention to the Ombudsman.
The Ombudsman e-mailed TE yesterday, this morning got a call from TE apologising for the delay.

Bendo

Seems the whole system has a few flaws. Losing suppliers have to issue the final bill in the defined period or pay compensation but they simply can't when certain suppliers are involved.  At least the ombudsman is finding where the fault lies and making them pay but I wonder how much it's costing some suppliers.

HillStreetBlues

Just checked bank account and the £100 compensation has appeared, now it just the £19 overcharged on my 1st bill.

HillStreetBlues

Finally it ends.
Agreed TE could use 32342.5 as opening reading of 2nd Sep 24,  they instead used 32550 which was the reading 1st Oct 24, so my first month was free electric (still paid SC)
The new bill they issued covered 2nd Sep 24 to 30th Apr 25 and was given a 15% discount on the unit price but not the SC.
With the discount and free electric I ended up paying £120 less than if I was correctly billed plus I also have the £100 compo.