Back Billing clarification

rufusfrog

My MIL is seriously sight impaired and on the priority register.
Her supplier is Sainsbury's (EON-Next).
She has not had her (dumb) electricity meter read for 500 days.
She has had estimated readings and has paid a monthly direct debit.
EON have been told on multiple occasions that she lives alone, is unable to read the meter and is unable to have a smart meter (others in her block of flats have tried but there is no space in the meter cupboard for the comms units). On every occasion they have said they will send a meter reader regularly and have failed to do so.

If they finally get their act together and send a meter reader are they able to charge for:
Only the last year's usage? Or only 365/500 of any underbilled amount? Or something else?

MattMattMattUK

rufusfrog said:

My MIL is seriously sight impaired and on the priority register.
Her supplier is Sainsbury's (EON-Next).
She has not had her (dumb) electricity meter read for 500 days.
She has had estimated readings and has paid a monthly direct debit.
EON have been told on multiple occasions that she lives alone, is unable to read the meter and is unable to have a smart meter (others in her block of flats have tried but there is no space in the meter cupboard for the comms units). On every occasion they have said they will send a meter reader regularly and have failed to do so.

If they finally get their act together and send a meter reader are they able to charge for:
Only the last year's usage? Or only 365/500 of any underbilled amount? Or something else?

It is much more complicated than many people think, but essentially they can charge for energy more than a year old, but they can only cover the cost of that from money already received via the monthly Direct Debits, which go into a pot and are not bill payments. It is fairly likely that they will re-bill based on the actual read, then there will be a underpayment which will be dealt with by increased Direct Debits, or an overpayment, which can either be reduced Direct Debits, or a refund if the amount is large enough.

Whilst they should read the meter I believe they now only have to every three years. Are you or anyone else able to read the meter so she can submit the reading? Whilst in an ideal situation they would send a meter reader it can often take months and it would be far quicker to get this resolved by submitting a reading if possible. 

FrugaiMacDugal

What was reading on last statement, when was it and what is reading today?

rufusfrog

MattMattMattUK said:

rufusfrog said:

My MIL is seriously sight impaired and on the priority register.
Her supplier is Sainsbury's (EON-Next).
She has not had her (dumb) electricity meter read for 500 days.
She has had estimated readings and has paid a monthly direct debit.
EON have been told on multiple occasions that she lives alone, is unable to read the meter and is unable to have a smart meter (others in her block of flats have tried but there is no space in the meter cupboard for the comms units). On every occasion they have said they will send a meter reader regularly and have failed to do so.

If they finally get their act together and send a meter reader are they able to charge for:
Only the last year's usage? Or only 365/500 of any underbilled amount? Or something else?

It is much more complicated than many people think, but essentially they can charge for energy more than a year old, but they can only cover the cost of that from money already received via the monthly Direct Debits, which go into a pot and are not bill payments. It is fairly likely that they will re-bill based on the actual read, then there will be a underpayment which will be dealt with by increased Direct Debits, or an overpayment, which can either be reduced Direct Debits, or a refund if the amount is large enough.

Whilst they should read the meter I believe they now only have to every three years. Are you or anyone else able to read the meter so she can submit the reading? Whilst in an ideal situation they would send a meter reader it can often take months and it would be far quicker to get this resolved by submitting a reading if possible. 

Thank you. She's over £200 in credit so it looks like they can just take any extra from that. We visit about 3 times a year but keep on forgetting to take the readings. The annoying thing is that the last two times I've prodded them they've sent a meter reader out but they've only read the gas - despite being given detailed instructions on how to find the meters - which are clearly labelled with the flat number.

As they've been told the customer cannot read her own meter and they have promised to take on that duty themselves, I believe they have failed to fulfil the Standard conditions of their electricity supply licence: "The licensee must take all reasonable steps to obtain a meter reading (including any meter reading transmitted electronically from a meter to the licensee or provided by the Customer and accepted by the licensee) for each of its Customers at least once every year." But I think that just means I can get them in trouble with the regulator rather than that they owe any customer compensation!

Rodders53

Set a reminder alarm on your smart phone to do the meter reads when you next visit and each and every time thereafter.  That way you should not "forget".  Don't cancel said alarm until you've actually done it so it'll nag you.
It's the simplest resolution to the problem.

Get M-i-L's son/daughter to do the same alarm setting... So you both can't forget.

Can you get a neighbour of M-i-L's or any regular visitors to do so asap (with a photo as evidence) and then submit readings to EoN?

EoN have a formal complaints process that could be followed - but you may need Power of Attorney, or at least MiL's permission to deal with EoN noted by them to do that?

rufusfrog

Rodders53 said:

Set a reminder alarm on your smart phone to do the meter reads when you next visit and each and every time thereafter.  That way you should not "forget".  Don't cancel said alarm until you've actually done it so it'll nag you.
It's the simplest resolution to the problem.

I really don't believe it is our responsibility - or anyone else's - to take readings on behalf of someone else. The energy companies talk a big talk about taking care of their disadvantaged customers; they should step up and do what they've promised.

FrugaiMacDugal

The reason for taking readings is to check against the bill to verify the readings, and taking regular readings avoids a faulty meter going unnoticed for months and then the hassle of getting it all sorted.

Rodders53

rufusfrog said:

I really don't believe it is our responsibility - or anyone else's - to take readings on behalf of someone else.

Then suffer the consequences of your own stubbornness.  It's no skin off our noses.

MiL needs to make a Formal Complaint to EoN and follow that through.  It won't stop the estimates and inaccuracies.  Whereas a current real reading will sort it.

BTW I've been through EoNs formal processes (a nightmare) and am now on a DD pay in full every month setup.  Every time I submitted a reading they produced a bill and I paid the correct amount (until I got a smart meter).

QrizB

Rodders53 said:

rufusfrog said:

I really don't believe it is our responsibility - or anyone else's - to take readings on behalf of someone else.

Then suffer the consequences of your own stubbornness.  It's no skin off our noses.

Principles vs pragmatism. Do you want an accurate bill or do you want to make a point of being in the right?

Rodders53 said:

MiL needs to make a Formal Complaint to EoN and follow that through.  It won't stop the estimates and inaccuracies.  Whereas a current real reading will sort it.

You can definitely pursue both routes; provide a meter and also complain about EON's shoddy service.