Storage Heaters & Heatwise Meters

kmcfadden

Hi,

I live in a small 2-bedroomed detached bungalow (ex-local authority). I have 3 storage heaters (one large and two medium-sized) plus an electric boiler (there is no gas supply where I live). I have had an ongoing issue with powergen which has culminated in them telling me that i need to pay them £113/month for the next 18 months. I have an electric oven but no other significant appliances and until recently, i was only in the house for 1 day per weekend plus 3 hours before going to bed. My first question is whether anyone else who is in a similar situation could let me know what they pay per month so i know if mine is unusually extortionate?

Over the last 3 years, since I moved into the property, I have had ongoing arguments with Powergen about my bills. When i moved into the property, i called with my readings and asked them which readings they wanted as 5 were listed on the electric display on the heatwise meter. The call centre said it was just a couple of them they needed so every time i called after that i asked the same question and they recorded whichever readings they seemed to consider corrrect.

For the first 2 years or so, I was paying about £35/month which is what the previous owner said they had paid. Despite this, the credit on my account was continually building up so, after a year, I contacted them and asked them to re-read the meter so I could get some money back or at least check that there was not an issue. The first person they sent to read it never turned up then the second one 'lost' the readings. This seemed suspicious and I now suspect that the meter reader did not understand them as the call-centre staff later told me that they were unaware that I had a Heatwise meter and for this reason, it appeared that my readings were never going up. This revelation came months after my initial request for a reading and they therefore considered that i owed them lots of money.

Because the case goes back so far, they have said they will not make me pay for their incompetence for the first 2 years during which the bills were incorrect, but for the time after that period, i will need to reimburse them for what i have used. I told them that I would pay the increased monthly amount for fear of the address becoming blacklisted. However, I do not see that I should have to pay this difference when i had informed them that the meter needed reading and they have taken over a year to determine the problem. Has anyone else had a similar problem?

I am thinking of reporting the case to the onbudsman and have told powergen this. They seem to think i will have no luck and seem to think they have done me a favour by wiping off the first 2 years worth of debt and only charging me for the last year or so's.

I think my storage heaters and water heater may be on economy 10 as they come on for a few hours in the afternoon, then a few in the evening and about 5hours at night. As all the appliances are switched on and off by the meter, I have no control over the times at which they come on and suspect I am wasting money by having the heating on all night and all afternoon when it doesnt need to be (I would prefer for it to come on for an hour before i get up and and hour or so before i get in). The only way i can stop it coming on at the mo is to switch each heater off at the plug. Is there any way i can get the system altered to come on at more sensible times bearing in mind that i am out during the weekdays?

Also, my heaters have 2 dials on them - input and output. I generally have the input set at 2 constantly and the output on 5. Is there a more economical way to do this?

Sorry for the big ramble. There are lots of questions but ihope someone will be able to give me some info before i write to the onbudsman so i am better armed.

Thanks in advance

Terrylw1

Hi,

Trust me, you are not the first by a long way to have these types of problems with Supplier. Heatwise is one of those types of meters that a lot of Suppliers struggle to bill correctly.

I don't believe for a second that the meter reader didn't know how to read it. I do believe that given the fact it's a confusing meter to read for many that the call centre staff may not understand it.

If you have Heatwise and you don't need it you could check other tariff types and see if it works out cheaper for you.

In terms of your rights on the backbilling issue they cannot bill you further back than the past year if they haven't billed you after July 2007. Before then they can bill back 2 years. However, Suppliers often just bill back a year now just to reduce the possibility of a complaint to Energywatch regardless of whether thay have billed or not.

It just sounds like they have caused you this issue by using certain readings. ALL Suppliers get a notification when a meter is fitted or you switch to them which tells them how to bill your meter and which dials/registers they should bill from. Even then they can check with their Meter Operator if they are unsure.

You are also entitled to compensation for missed appointments if they had been agreed with you and they fail to notify you they can't make it at least 24hrs prior. You get £20 for that an then £20 more if they don't pay it your account quick enough.

If you are unhappy, I suggest you complain to Energywatch as they are quicker to address complaints.

SwanJon

kmcfadden wrote: »

Also, my heaters have 2 dials on them - input and output. I generally have the input set at 2 constantly and the output on 5. Is there a more economical way to do this?

Based on my old storage heaters (and from the comments of others on here), turn the output right down when you don't need it, then up when you do.
It should save you a little bit at least, as the heat is stored in the heater when you don't need it.

As to paying the balance off, it sounds like they have given you a good deal - a significant reduction and 18 months to pay it back. Not sure you'd get more from Energywatch or the ombudsman, except maybe longer to pay it back.