Getting an electricity supplier to deal with solar panel power

DodgerSM

I have had problems with bill payments to outfox the market. I had solar panels fitted to my property in 2024. Whilst I would have expected not to need electricity from the grid from that point, I was told that I would realistically need maybe 15% usage from the grid, and mainly during winter due to shorter days. I switched to Outfox the market in July as my dual fuel supplier, and not thinking properly about it I requested a fixed rate tariff.

On 20 May 2025, I received a bill indicating that I owed £148.84, but given that the agreed tariff was £136.34, and that by that month there had already been a full month of total sunshine, I was suspicious of what was being charged (looking at the provided meter readings I was actually 323 units in credit – my meter reverses when the solar panels supply the electricity grid). I contacted Outfox the market and asked for an explanation, but to date I have had contact with 4 different representatives of the company, but, having calculated exactly what SHOULD have been paid to them over several months, and queried the discrepancies, no-one has provided a satisfactory response. What they have done instead is to change their system such that I cannot provide an accurate electricity meter reading, i.e. one that may read lower than the previous month.

I contacted OFGEM to see what they advise, and they stated that they cannot investigate or resolve individual consumer complaints. They did state though that Energy companies are obligated, as part of their licence conditions, to provide clear billing for the energy consumed and will be able to provide a full breakdown if requested. I forwarded OFGEMS response to Outfox the market and requested this breakdown during the email traffic, but again this has not been supplied.

I tried to progress this via the Ombudsman, but I find that I have raised the same request 4 times, only to find that I get to a stage where I cannot actually enter the details of my challenge. I emailed the Ombudsman twice and queried this on their webpage, but have had zero response.

I wonder what is the best way to resolve this. I could switch gas provider, and then simply stop paying Outfox the market, and see what they do. If they cut off the electricity then that’s not a problem in theory (at least until possibly winter!), but I think that they should actually have credited my gas bill, and stopped requesting further payment till it all zeros out. As it stands though, they are in credit, but are not recognising the fact.

They stated to me that the only way to sort this out is for me to have a smart meter fitted, but I am aware of all the problems that this could cause, and furthermore just do not want to hand over control of my system to them, when I can see exactly what is happening to my electricity in person both on my solar system app, and the resultant meter readings.

Keep_pedalling

Your meter should not be running backwards and it needs changing as a matter of urgency unless you want to be investigated for stealing electricity. A smart meter will allow you to be paid for the electricity you export.

Marksfish

If you don't have a smart meter, you should have had a separate generation meter installed to see what has been produced by your panels. Your meter should stop recording when the house load is being supplied by solar, it should never run backwards if installed correctly. Unless you have batteries, you will certainly be paying for grid electricity once the sun goes down.

QrizB

DodgerSM said:

my meter reverses when the solar panels supply the electricity grid).

You need to get your meter replaced. You are currently in breach of the Theft Act.

DodgerSM said:

What they have done instead is to change their system such that I cannot provide an accurate electricity meter reading, i.e. one that may read lower than the previous month.

Your meter reading should not ever reduce.

DodgerSM said:

They stated to me that the only way to sort this out is for me to have a smart meter fitted, 

They are correct.

DodgerSM

Thanks for the comments, My problems really come down to 2 things. I have heard all the bad stories about smart meters and i dont want to volunteer for extra hassle. In any case Outfox the market need to take into account the credit that has been built up by feeding the grid, and yet they seem to be completely ignoring this, and I am not certain that in switching to a smart meter, that they will account for this.

The second probem is trying to get my information to the Ombudsman. When trying to raise a case the system just seems to go around in circles and not actually allow the input of relevant information, hence why I have raised the same issue 4 times. Instead it takes me back to the same starting point. The lack of response from the Ombudsman is also very worrying. Am I missing something here?

QrizB

DodgerSM said:

Thanks for the comments, My problems really come down to 2 things. I have heard all the bad stories about smart meters and i dont want to volunteer for extra hassle.

Your current meter is obsolete and is unsuitable for a household with solar panels. It needs replacing. The replacement will be a smart meter.

DodgerSM said:

 In any case Outfox the market need to take into account the credit that has been built up by feeding the grid

There is no credit for "feeding the grid".

In order to be paid for export, you require a certified export meter. You will get this when you receive your smart meter. You also need an export MPAN. Outfox will nmbw able to apply for one for you after your smart meter is fitted and once you've supplied your MCS Certificate and some other paperwork.

DodgerSM said:

... I am not certain that in switching to a smart meter, that they will account for this.

Any electricity that you export before getting your smart meter and export MPAN is lost. There's no way to be paid for it.

DodgerSM said:

The second probem is trying to get my information to the Ombudsman.

I've never had to contact the Ombudsman but I know many forum members have had successfully raised cases. Whatever the problem is, it's not universal.

Keep_pedalling

DodgerSM said:

Thanks for the comments, My problems really come down to 2 things. I have heard all the bad stories about smart meters and i dont want to volunteer for extra hassle. In any case Outfox the market need to take into account the credit that has been built up by feeding the grid, and yet they seem to be completely ignoring this, and I am not certain that in switching to a smart meter, that they will account for this.

Ignore the crap you read on the web about smart meters, they are the only legal way you can be paid for exporting electricity to the grid so what you are doing is illegal and can land you in a pile of trouble

The second probem is trying to get my information to the Ombudsman. When trying to raise a case the system just seems to go around in circles and not actually allow the input of relevant information, hence why I have raised the same issue 4 times. Instead it takes me back to the same starting point. The lack of response from the Ombudsman is also very worrying. Am I missing something here?

The ombudsman is not going to help you here, you have an illegal set up so they are likely to rule in favour of the supplier. You need to get a smart meter fitted, then you need to switch to a supplier who offers SEG payments because I do not believe Outfox the market offer feed in tariffs. 

Please do not ignore the advice you have received here unless you want to be prosecuted and be cut off. 

badmemory

If you have solar you really need to get a smart meter.  I have & the last 3 months my solar has paid all my gas bill & all my electricity bill.  But back when I first started (pre-smart meter) my meter never went backwards.  Please be careful, I have a nasty feeling that the reversing meter is an offence.

Keep_pedalling

Do you have the DNO letter and the MCS certificate from the installation? 

DodgerSM

Thanks again for the comments. Let me be clear, I am not commiting an offence per se, the system only reverses the meter when it exports into the grid and works normally otherwise. If it should not do this then something was wrong with the installation. I do have an MCS certificate, and can see where an application was made for the DNO, but cannot find the resultant confirmation letter. I can see where the system and battery were validated with EVPS. Based on the feedback here I will contact the installers and see what they have to say in their defence, and work out how best to proceed with Outfox the market. 

QrizB

DodgerSM said:

Thanks again for the comments. Let me be clear, I am not commiting an offence per se, 

See section 13 of the Theft Act 1968.

https://www.legislation.gov.uk/ukpga/1968/60/section/13

DodgerSM said:

..., the system only reverses the meter when it exports into the grid and works normally otherwise. If it should not do this then something was wrong with the installation.

Your installer should have advised you that your meter needed replacing. If they didn't, it's a shortfall in their due diligence but fundamentally it's your responsibility to tell your supplier that you've had solar panels installed and they will then replace the meter.