EON back billing query

Reed_Richards

Gower_rain said:

 This was the first bill she had received for this period even though she had noticed that her smart meter wasn't working properly and informed EON in September 2023. EON finally fixed the problem in December 2023. 

Maybe it's just me but I'm really struggling to understand the nature of this meter fault.  You say you believe it was accurately recording your daughter's electricity usage so what was the fault?  Or do you mean that the fault was with the little portable In-Home Display that you get when you have a smart meter fitted?  

MWT

Gower_rain said:

SLC 21B Billing based on meter readings

· Suppliers must take all reasonable steps to obtain meter readings at least annually, and must make a bill or statement of account available at least twice a year, or quarterly where requested and/or if a customer has online account management (subject to specific exceptions for PPM, smart customers and unmetered supply customers).

Is this relevant in my daughter's case?

EON is still claiming that this is not a back billing issue and is not sending a deadlock letter, even though I have asked for one. 

Keep in mind that those reasonable steps include asking your daughter to provide a meter reading... if they asked and she did not respond, or if they left a card from a meter reader and she did not call to provide a reading then they have a point.

If she is not able to read the meter herself then she could ask to be put on the Priority Register which would let the supplier know that she needs additional help with meter reading. 

If you are happy on those points and if the supplier is not willing to provide a deadlock letter or progress the complaint then go to the Ombudsman anyway...

Does she have any email or written communication from them at the start of her tenancy?

It would be very unusual for there to be nothing at all if she had called them to open her account and give them the meter readings when she moved in...

Scot_39

Gower_rain said:

The smart meter was fitted when she moved into her flat in October 2022, so I do believe that the readings provided are correct, it is just that she wasn't sent a bill for the first year (up to October 2023) until September 2024. I've found this from the Supply licence guide: Metering, billing and payments 

SLC 21B Billing based on meter readings

· Suppliers must take all reasonable steps to obtain meter readings at least annually, and must make a bill or statement of account available at least twice a year, or quarterly where requested and/or if a customer has online account management (subject to specific exceptions for PPM, smart customers and unmetered supply customers).

Is this relevant in my daughter's case?

EON is still claiming that this is not a back billing issue and is not sending a deadlock letter, even though I have asked for one. 

Read on to 21b.5a and it becomes a requirement for monthly bills for smart meters iirc.
So as a minimum  from smart being fixed, in Dec 23, the monthly should have been applicable.

But your daughter also entered into a contract with EOn Next, bound by their T&Cs.

I have rechecked EOns T&Cs - changed again June 25 - so not necessarily the same as those signed upto.

Monthly user meter readings is for non smart meters.  Is a non communicating smart included - as above who knows - and anyway that was fixed 9 months before the Sep24 catch up demand?.

Begging question what were they using on bills prior - what say were initial readings on that first smart reading bill after Dec fix or once daughter reported absence of smart readings / meter faulty - if she then started submitting readings manually  ?

I asked above regarding how often she should have expected bills, as you mention daughter only set DD up after smart operating, early in 2024 - so over a year later - that might mean she agreed to the then version of 4.2, which currently states

4.2 Paying other ways

4.2.1 If you don’t pay by Direct Debit and don’t have a prepayment meter, you’ll still be responsible for paying for the supply in full each month a different way, which you agree with us.

4.2.2 Payment is due when we bill you and we will give you a reasonable amount of time to pay (usually 7 days unless we agree something different).

She clearly though had no bills to pay against, so its not technically an at time a debt proceedings trigger.

But she arguably should have been expecting to pay.  And Suppliers in past have certainly argued responsibilities lie with consumers to play their part.

Do you know if she had to make a security / initial lump sum payment on account as a new customer on credit terms ?

I suspect she may already have paid anyway(*), but if not paid, at time wasn't she reserving / banking the money for them or paying online on account pending bills anyway. 

As any credits on account at time could then have been used to pay for any backbilled units anyway, and not refundable. Its a "not pay more" NOT "not pay anything" protection.

(*) Given were talking an old bill, she probably has already paid it to clear balance, below minimum thresholds, or EOn could/ would have blocked swapping to Octopus.

But the terms also acknowledge backbilking too, so
In 3.5 revised billing or again in 4.4.4  - and I doubt they could argue shes been "unreasonable" or the "obstructive" of 4.4.4

Its a messy one for sure - the delay in getting tge smart meter operational and then billing from it are interesting in trms of license - and on the face of it counter to backbilking for 11 (oct22 to sep 23) months their 4.4.4.

But from EOns perspective, your daughter not paying anything when their would have been an agreed payment period / schedule - now monthly by default by looks of things - regardless. 

I'd keep the complaint open, saying you will be seeking Energy Ombudsman review.  You probably already have if asked for deadlock.

And again, 

Id talk to a professional adviser used to dealing with billing problems - say at CAB.

But as she's already left, and probably already paid to clear that demand, how far are you willing to take this, if Ombudsman appeal fails ?

Reed_Richards

Scot_39 said:

Begging question what were they using on bills prior - what say were initial readings on that first smart reading bill after Dec fix or once daughter reported absence of smart readings / meter faulty - if she then started submitting readings manually  ?

Some of this really doesn't make sense to me.  How to you know that your smart meter is faulty?  The display could be blank or failing to increase but the OP reports that the meter was accurate in recording electricity use.  If you are observant of flashing lights you could tell if your meter is failing to communicate but you need to know what to look for and I don't imagine that many people do know what to look for.  Or you could see that your bills are being based on estimated readings - but not in this instance because there weren't any bills at all.