Help please - British Gas and Ombudsman hell…

Exhausted35

I’ve joined this forum at a large ditch attempt to resolve the ongoing issues I am experiencing. If anyone has any advice or signposting it would by much appreciated and I don’t know where else to turn! It’s a long one….

Background

Over a prolonged period, my electricity account has recorded extremely high levels of usage, typically in the region of 70–110 kWh per day. Usage even remained consistent at these levels during a period of 12 months when the property was uninhabitable due to extensive renovations. However, this exceptionally high consumption was “hidden” for over 3 years due to BG ignoring submitted meter reads by both myself and their meter readers and replacing them with estimates for billing. At the same time they used actual readings for the gas element of the dual fuel bill so it went unnoticed. When an “actual” reading was eventually used for billing, this resulted in a substantial catch-up bill and revealed the exceptionally high consumption that had effectively been masked by this practice for several years. 

I immediately contacted BG with concerns over the bill assuming a meter fault and conducted a kettle test which did confirm an increase of 1kwh per hour when switched off at the mains. A British Gas engineer attended to assess the meter and confirmed in writing in that the meter was faulty but he was unable to change this to a smart meter due to space. BG later reported no evidence of this visit or report despite holding a copy myself obtained via SAR request.

I complained to the ombudsman’s who upheld my complaint and stated formal meter accuracy testing needed to be completed as a remedy however to date this has not happened. Despite repeated written requests for a check meter or independent laboratory testing and agreeing to cover associated costs nothing has been done.

Whilst BG will not test or change the meter, they have also blocked me from switching supplier to access a new meter due to the “outstanding balance” which now exceeds £18,000.

After my SAR request revealed that BG had “hidden” actual meter readings and the extent of the problem for many years - and other more recent inconsistencies in the recorded billing data - I went back to the ombudsman with a further complaint and full supporting evidence including BG’s own internal records and system data. The ombudsman decision reported that the balance resulted from a large catch-up bill caused by years of estimated billing due to customer non-submission of readings - despite having evidence of the actual readings held on BG systems.

I appealed the decision and this time the “Coach” stated that it was a customer service failure that BG has ignored the actual readings held and billed using estimates - however the original decision remains upheld? How can you uphold a decision that is based on an incorrect fact?

The “Coach” also stated in their review that there is not enough evidence to determine the meter is faulty as formal meter accuracy testing has not been carried out due to my refusal - despite BG never proposing this point in any submission and being supplied with evidence of emails between myself and BG where I am repeatedly requesting a check meter/laboratory testing and agreeing to cover all costs.

I pointed all of these errors out to the ombudsman and they basically said they don’t care, won’t change the decision and the points raised doesn’t meet the criteria for a service complaint.

I’ve contacted the citizens advice who can’t help because my complaint with the ombudsman was already open, my ever so helpful MP - nil response and even wrote to Ofgem in the hope they will look into this absoloute madness.

Does anyone have any suggestions or advice as to how I can get this meter formally tested and changed without the need to go to court?

If you made it this far - thank you!

mta999

Have you tried enlisting the help of one of the financial agony aunts in the daily papers

Caution choose one - they get upset if you contact multiple ones

Heedtheadvice

Seems like you have understanding of the Ombudsman process but just in case:

It seems odd given the story you tell that the Ombudsman has not ruled in your favour entirely but if I remember correctly once a ruling is made it stands unless there is further evidence. If you feel it is incorrect you can appeal or get them to review if a remedy is not implemented. Those rulings depend upon actual evidence submitted by both sides. Could it have bern that you have not got sufficient documentary evidence to back your case or BG has contradictory evidence?. That serms unlikely from what you write. Maybe worth reading the FAQs to see if you can do more? https://www.energyombudsman.org/faqs

Nevertheless I think the advice given by the above post might be the best approach. It might not be quick but is often a powerful way to get a satisfactory resolution. Maybe pick a leading respected periodical rather than one that runs outlandish stories to grab headlines?

FreeBear

New MID approved electricity are available over on ebay for around £50 (avoid the DIN rail mounted ones as they may not be sensitive enough). Find yourself an electrician that can wire it in between the BG meter and the consumer unit. That should provide evidence that the BG meter is over-reading until such time as they can pull their finger out to install one of their own.

Alternatively, go to court and ask a judge to force BG to install the meter (leaving any financial consideration for another claim).

TroubledTarts

How is this true

high consumption was “hidden” for over 3 years due to BG ignoring submitted meter reads by both myself and their meter readers

You were taking readings and meter readers you knew the readings were high for some time unless you are very young and this is your first property? So you should have been putting money aside for this and more importantly should have reported high usage immediately regardless of BG not taking your meter readings.

Now to test the meter yes you could buy a smart plug that monitors energy draw like a tapo p110 smart plug put that on say an air fryer and cook something for 30 mins making sure absolutely everything else is off in the house and take a meter reading. Now even with everything off in the house it may draw some wattage so don't expect them to be exact but within 100w should be ok if you have gone round and turned everything off. Obviously meter read after using the air fryer.

Give that a go as a cheap test and report back

Exhausted35

Thank you for your responses so far. I didn’t realise I could buy something to check this myself so will definitely give this a go in the meantime. I’ve ordered the smart plug and will give this a shot today with air fryer.

Looking at a additional meter, would something like this work - MCG 1 PHASE 100A MID APPROVED METER (can’t post links as a newbie!)

Tried to have a search on eBay but returned no results. If it makes any difference my meter is Landis & Gyr 5245a.

For clarity on the above (sorry I’m new to forums not sure how to reply) - I didn’t know the readings were high at the time as I wasn’t tracking them and prior to this issue I had no idea about consumption values or costs per unit. I would just submit the read (or BG own meter readers would) and then pay on receipt of my bill as I have done all my “youngish” adult life. BG were internally replacing the readings received with estimates for electricity - but I wasn’t aware of this until I received the SAR request. They used the gas reads as submitted on the same days. When BG finally billed me using an actual submitted read (showing 15,000kwh over 6 months) I contacted them straight away… and that’s when all this started.

The other strange thing is that the measured usage has remained pretty consistent across the house being bought as an old small 3 bedroom project, vacant for 1 year whilst extensive renovations took place and now as a large 5/6 bed. Complete plot Reno, full rewire and all brand new appliances. I’ve been trying to investigate with the help of chatGPT and it’s throwing out the possibility of something connected at supply/meter level or feeding something outside the property? Would wiring the meter between the BG meter and consumer unit as suggested above highlight either of these issues?

When BG completed a load test they did find an intermittent 4kw load but refused to document it on the load test report stating the test only looks at specific tolerance values. This is when they refused to fit a check meter.

My MP has also now reached out to both BG, the ombudsman and the regulator, and I have also reached out to a couple of media consumer contacts.

Thanks again for all the suggestions so far!

WiserMiser

https://forums.moneysavingexpert.com/discussion/comment/81985584#Comment_81985584

To reply to a post, click on the "Quote icon. If more than a day or two has elapsed it's a good idea to start your reply with the @ symbol. If it brings up a dialogue box, start typing the poster's name and it'll offer matching choices.

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• The standard question is to ask whether the property is fully detached, with the meter fully inside the property (not in an external cupboard or meter room). But presumably none of this applies in your case?

• It would be worth doing the Meter Sanity Test (the bits relating to the flashing light). It's a rough and ready check for the time being (not as good as a check meter wired in series but it can point you in the right direction).

https://forums.moneysavingexpert.com/discussion/comment/78850409/#Comment_78850409

• You may have to ask the DNO to pull the 100A fuse if there's no isolator switch before the consumer unit so your local friendly sparks can work safely. Mention this to him and hopefully he'll know who the DNO is and can arrange an appointment time for both to attend. If a blank look suggests he's not fully familiar with this procedure, find someone else. Also if necessary get him to fit some Henley blocks and the isolator switch for future reference, you don't want to call the DNO back in the future, e.g. when it's all been sorted out and you want to remove and sell your check meter.

• The wall mounted meters seem suitable. Just look for the MID icon with the two-digit year, the more recent the better.

QrizB

https://forums.moneysavingexpert.com/discussion/comment/81985696#Comment_81985696

Just to note that quoting someone like this automatically sends then a notification (if they've got them turned on), there's no need to @ them too.

It's only if you quote someone by copying part of their post and then turning it into a quote like this:

To reply to a post, click on the "Quote icon. If more than a day or two has elapsed it's a good idea to start your reply with the @ symbol

... that you might want to @WiserMiser them.

FreeBear

MCG 1 PHASE 100A MID APPROVED METER - That would work.

From ebay - https://www.ebay.co.uk/itm/223427522372 - Another source for the same meter.