Home Energy sticking to opening "industry read" (double charged units?)

instal

For some reason, Home Energy were featured as a recommendation in the Money Tips e-mail, even though their prices went up on 1st April, unlike other providers.

An update for anyone curious:

They still insist that the meter was changed when I joined them (it wasn't).

They also refuse to provide a deadlock letter despite having asked numerous times; the first time almost a month ago.

Each of their bills features this slogan for the unfortunate customer to mull over: "Simple. Honest. Smart."

QrizB

They also refuse to provide a deadlock letter despite having asked numerous times; the first time almost a month ago.

Once you get to eight weeks from the date of your original complaint, you can go to the Ombudsman without a deadlock letter.

For some reason, Home Energy were featured as a recommendation in the Money Tips e-mail, even though their prices went up on 1st April, unlike other providers.

MSE focus on price. Even with higher prices, Home Energy might still be cheaper than most of their competitors.

Phones4Chris

@instal There is an easy way to deal with this! I assume you still have copies of bills from your previous supplier?

Those bills will have the serial number of your meter on them, as well as you MPAN.

Check the bill(s) from your new supplier, they should show the same meter serial number and MPAN. IF they don't, that is the first problem to address.
On the assumption that they do correctly show your correct meter serial number and MPAN, take a photo of you meter clearly showing it's serial number.

Send the photo, a copy of a bill from your previous supplier highlighting the meter serial number as well as one of your new supplier bills and there's proof the meter wasn't changed.

If you haven't already raised a "Formal" complaint with your new supplier, make sure you followed their complaint procedures, do so, and tell them if this isn't resolve in the next (?) days (your choice), then you will go to the ombudsman after the statutory 8 weeks from the start of your complaint.

What response have they given your for their "Data Collector" not using ACTUAL smart meter readings instead of their invented ones?

instal

I have just had further communication from someone else in the complaints department at Home Energy. It included this reproach:

"Please note, the Ombudsman expects supplier and customer to work together to come to a resolution. As yet, we have not reached an impasse and we are more than happy to support you with a resolution, so at this stage we would not issue a deadlock letter."

To review their previous statements for comparison:

"this complaint will be an open and closed case"

and

"There are no concerns on your account."

Other than that, they are still insistent that the meter was changed on Christmas Day (the day I joined Home Energy). Or maybe Boxing Day (the day that they claim the meter reading was 0).

Regarding photos of the meter and documents from the previous supplier, that's what they first asked for… 3 months ago.

I supplied them; they were disregarded.

Will update with more news as it comes…

Reed_Richards

Other than that, they are still insistent that the meter was changed on Christmas Day (the day I joined Home Energy). Or maybe Boxing Day (the day that they claim the meter reading was 0).

I thought the problem was that your opening reading was 20 units less than that used by your previous supplier, not zero? And I don't understand what you mean by "the meter was changed".

Ectophile

When you hit 8 weeks from your initial complaint, you can go to the ombudsman. With or without a deadlock letter.

But make sure you have actually made a complaint, not just had discussions with customer services.

instal

Reply to Reed_Richards:

From my previous message of 7th April:

"
I looked at the revised bills… I am now being billed from nought units!

I questioned this and was told that my meter was changed (it wasn't) and: "There are no concerns on your account."
"

Reed_Richards

Sorry @instal but you are still not making yourself clear to me. Your original complaint was that when you changed to Home Energy your meter was reading XXX115 and Home Eneegy billed you as if it was reading XXX095.

Now your complaint appears to be that you are being billed from a zero meter reading. So your charge for the first billing period after the supposed date of the change, ("Boxing Day") must be massive, possibly thousands of pounds.

Is this really what has happened? If so, that's not bad ot worse, it's troublesome to disasterous.

instal

To make it all clear:

Home Energy claim that the meter was changed on Christmas Day (it wasn't).

Home Energy are billing me from nought units from Boxing Day 2025.

Home Energy refused to help, so I went to the Ombudsman for help.

In reply, Home Energy admonished me and said that they were still helping me(!).

The lesson may be that if you want to be super money saving like Martin and just "focus on price", this may be the result.

victor2

https://forums.moneysavingexpert.com/discussion/comment/81984703#Comment_81984703

It sounds like in response to your initial complaint Home Energy incorrectly set your opening read to zero. Upon seeing the zero start, somebody else then assumed the meter had been replaced. Easy enough to prove it wasn't because the old statements will have the same meter number on them as you now have.

As has already been said. If they don't resolve your complaint within 8 weeks, you can refer it to the ombudsman. Just tell them (by email or in writing) the issue has not been resolved and that is your intention.