Scottish Power electricity meter/econ tariff problem

blue_skies321

Hi all,

I'm looking for advice regarding my current electricity situation. I moved into an all-electric flat supplied by Scottish Power in November. The flat used to have an RTS box with storage heaters and an immersion tank on night-time only circuit (Econ 10). The RTS box went off during the process of opening my account and SP had to send an engineer to emergency fit a dual-rate smart meter. Because this was an emergency appointment, they left the meter in dumb mode, leaving me with several issues. Firstly, I've been put on a single rate tariff and SP are refusing to switch me to an economy-style plan until my meter can send them live readings. My night time kWh are 4x my day time usage (single occupant, rarely WFH but flat gets absolutely freezing if storage heaters aren't left on) so this is not a financially viable option. Secondly, they claim my area (in Edinburgh!) isn't "smart ready" and that there is no capacity to send an engineer over to commission the meter. Finally, it took them 3 months to even update the meter serial number in their records, with National database records yet to be updated. I raised a formal complaint but the outcome was all they can do is update the meter details, and everything else is company policy/my area/connectivity issues etc. Does anyone have any suggestions? Many thanks.

Swipe

Gather all your evidence and open a case with the energy ombudsman. The engineer should have fitted a 5 port meter in Two rate / Economy 7 mode that matched your profile class, even if it was unable to be commissioned at the time.

blue_skies321

https://forums.moneysavingexpert.com/discussion/comment/81887091#Comment_81887091

Thank you. He did fit a two rate meter and I have the day and night time readings, but Scottish Power are saying they aren't able to offer economy or EV-style tariffs without live readings. This makes no sense and seems like a money grab but happy to be corrected!

Swipe

https://forums.moneysavingexpert.com/discussion/comment/81887101#Comment_81887101

In the case of E7, the energy ombudsman will definitely rule against them. You could inform them of your plans and have one last attempt at allowing them to resolve the situation and recompense you. I wouldn't give them any longer than 7 days to resolve it though unless they put it in writing.

WiserMiser

SP are talking tosh. How did they manage before smart meters were introduced? E7 was available with with spinning disc meters. Call their bluff.

QrizB

I also agree that SP are in cloud cuckoo land. This should be an open-and-shut case when you take it to the Ombudsman.

blue_skies321

Thanks all, can anyone advise what evidence would be sufficient to send to the ombudsman? Unfortunately I have very little in writing as it's mainly been phone calls. End of this week will be 8 weeks since my complaint was raised, but they closed it with no explanation mid Jan after a weekly call back. When I flagged this, my complaint handler said it still looks active in their system and might be a glitch on my end blah blah…but shortly after it all disappeared from my online account.

The points I complained about were:

• Update new meter number in their system (resolved) and National database (hopefully ongoing?)
• Arrange payments by direct debit (unresolved)
• Figure out a suitable tariff for my home e.g., E7 (unresolved)

Do you reckon this counts as 8 weeks without resolution and worth giving it a short with the ombudsman now?

Also important to note I've not been billed yet, but now my meter's in the system they took my readings so I'm expecting a pretty hefty bill very soon!

Swipe

Call them tomorrow and follow up with an email. Ask them to resolve it immediately and if they still refuse, ask for a deadlock letter. This will then allow you to go straight to the ombudsman without evidence of an 8 week unresolved complaint. I'd also request that any bills to be put on hold pending resolution.

As far as evidence for the ombudsman, just lay out all the facts chronologically and include details of your complaint and your desired outcome, along with a copy of their deadlock letter, which should contain their counter arguments as to why they are refusing to resolve this issue.

WiserMiser

Go to the ombudsman without delay. The worst that can happen is that they say you to have to wait. Either way you're no worse off.

I wouldn't say 'Figure out a suitable tariff for my home e.g., E7' because that's a bit vague; 'suitable' means different things to different people. Instead, ask for something specific such as E10 or E7.

BTW, what's your room heating system, e.g. panel heaters, old style night storage heaters (two knobs, no display, no fan) or modern NSHs (electronic control, display, programmable, fan) or heaven forbid, an electric boiler and wet radiators?

If you're unsure, ask for E10 because it's a like for like and probably harder to get. It would be a doddle to go from E10 to E7 subsequently.

You've got the right idea with bullet points in chronological order. Keep it brief and to the point, one side of A4, two at most. Consider decluttering it by only referring to issues that are still outstanding, or put them in a footnote.

blue_skies321

https://forums.moneysavingexpert.com/discussion/comment/81887469#Comment_81887469

Good point re: suitable tariff, wrote that because the initial complaint to SP was raised on my behalf by their department after they couldn't connect to my meter for weeks. They must have written something about me wanting a 'cheap tariff' because that's what the complaint handler kept referencing even though I definitely specified I wanted an economy-style dual rate tariff such as E7, E10 or an available alternative.

My heating system is two old style night storage heaters with input and output knobs, plus bedroom electric radiator with a timer plug. I also have a hot water immersion tank that used to be split between night and 24h circuits when I moved in, but it got moved to 24h only during the emergency appt so now I have to switch it on/off at the fuse box. Not a major issue but if someone was coming over to look at the meter I'd like this reconnected too if possible.

I suppose getting E7 would be easier with my current "dumb" meter. I don't know how E7 and E10 unit charges compare. I'll try and get a deadlock letter from SP and whatever the outcome will contact the Ombudsman after.

Scot_39

https://forums.moneysavingexpert.com/discussion/comment/81887101#Comment_81887101

Not sure I believe a word of what SP have been telling you re your tariff billing.

The no spot for comms hub is however pretty true in parts of UK - in terms of getting any true smart tariffs - but E7 is not a smart tariff.

Overall around 10% of smart are comms dumb or have gone so - and some press articles suggest worse in NE and Scotland on the Arqiva LRR - which in part is why 4G cellular roll out been extended.

Standard economy 7 does not need full "smart meter" readings if by that they mean active comms sending 1/2 hourly data back once per day (when requested) - it just needs the two register readings - and I suspect your meter will if two rate likely be set-up for standard 7 hours (have you checked and made any timer adjustments on HW / NSH required).

Just as before with your RTS - phoning in or logging in to report the register readings etc monthly should suffice.

Other more complex TOU - including many but not all EV tariffs - do need smart 1/2 hourly data.

I would go formal on complaint - if not already in complaint mode - giving them meter registers and asking for two rate bill correction and compensation for the last 5 months of hassle.

If the dont play ball within 8 weeks - backdated from start if already in formal complaint process - go to Energy Ombudsman.

SP have been anecdotally getting progressively worse under Iberdrola now for many years - 100% Spanish - so not Scottish Power at all - and I'd swap suppliers PDQ once resolved. I had issues running parents accounts under LPA with them.

Sorry IF your genuinely in a no signal spot - but have you actually checked that with neighbours for instance if they have been upgraded to smart meters ?

Would it be reasonable to assume you have been given an Arqiva lrr comms hub - and so in a radio no spot - if so - you might try and get a 4G comms hub instead (do you know if their is good cellular coverage in your area - near the meter cabinet in particular - on the vodafone 4g network ?). If not DCC and Ofgem etc are meant to be working on secure alternatives - not sure of timescales ?