Changes To StayWarm

backfoot

I've e mailed the intention to switch to the Staywarm team using the address on the Renewal notice. I haven't received either acknowledgement or response.

Eon continue to slip in my estimation.:(

Neither did Malc respond to my reply to his previous post.

Former_E.ON_Company_Representative:_Malc

Hi Sue

I'm really sorry your friend is frightened by her electricity account. Hopefully I can help calm her fears a little.

If I might explain, Staywarm allows customers to use as much energy as they like for the same monthly amount throughout the 12 month term of the agreement. Some people like this, especially with winter coming, as it gives them peace of mind knowing they'll not receive a large bill out of the blue no matter what the weather does.

The price is based on a number of factors like past usage, type of property, region and lifestyle. Each case is looked at individually. As such, there are no unit prices per kWh to quote.

However, usage is important and will have been used as part of the calculation when offering the contract renewal. Have a chat with our Staywarm team and they'll be happy to tell you the usage.

This type of arrangement isn't for everyone, though. Therefore, I'd pop the usage on to one of the comparison sites and this will list a lot more options, both with us and the other suppliers.

I'm afraid, Staywarm isn't listed on these sites so you'll need to manually compare the annual figures quoted with the Staywarm renewal cost you mentioned of £1207.20 (£100.60/month).

Our Staywarm team will also be happy to work with your friend to help with energy efficiency and to make sure she's receiving all the government benefits she's entitled to.

Hope this is of some help Sue. Give me a shout if you need any more info or drop an email to the address in my Profile if you prefer.

I do understand these things can sometimes seem daunting, but please tell your friend not to be afraid as I'll happily talk to Staywarm for her if she would like.

Best wishes for a speedy recovery.

Malc

Former_E.ON_Company_Representative:_Malc

backfoot wrote: »

Presumably,following the price increase and her notifying of the intention to switch, Eon are bound by the rules governing holding pre increase prices until the switch is completed? (SLC24).

I can't see that there is any difference with Staywarm.

I make it £2.55 per day not the £4.24 per day advised.

Notwithstanding the Regulatory position, I am disappointed but not surprised, that Eon, would as a policy decision, choose to levy the hugely inflated price during this interim switchover period. Is this the way you now treat the most vulnerable in our society?

Sorry for the late reply backfoot. Only returned to the office yesterday after a few days away and still working through my backlog.

I've referred your question to people much more versed in the Standard Licence Conditions than I am. Will let you know once they've advised.

Malc

Susan1942

Thank you for taking the time to respond to my post. I have spoken to my friend today when I asked her to come and see me following my post on this forum and the Is STAYWARM
I have now spoken to her regarding how much economy 7 and how much she uses on daytime electricity.
She uses her heaters in her living room with no need to use her electric fire She has the small heater in her bathroom on always because she does like her bathroom cold.
She only puts her immerser on once a month when she has a team to clean her flat. She boils the kettle to wash her dishes. both her bedrooms have no economy 7 night storage and she puts on a little fan heater for around an hour each day. She thought that she had a fixed price so though it didn't matter that she was using full cost day time electricity.
She has her hall E7 on when it is cold but at the moment she has only the bathroom heater on. All this is out of fear as she ended up with at one point 3 providers and needed to pay 3 bills. Her provider prior to going back to Staywarm had billed her for £2200 and it turned out that when she had her house rewired a new meter was put in but she was not on the Economy 7 tariff
Her meter was changed and her bill was reduced to somewhere in the region of £700-800 I am not quite sure.
She decided to return to Staywarm and she was as I said to pay £79.45 monthly Her bill shows 9478kWh
Her estimated use is set at the same figure 9478kWh but the payment has increased to £100.54 Monthly
She has spoken to Staywarm and she could pay £75 per month but she is so spooked when she spoke to SW and was told if she runs over the unit cost she would be required to pay that amount immediately. She is frightened by this and is panic stricken at the thought of this.
I did use a comparison site which came out at £9042 but in this search I put in 50% Night rate This is with Scottish Power but not available to her as she cant do on line.
What is the war forward for her. I am going to speak to Staywarm on her behalf now but would appreciate if anyone can help her. I have told her that in her fear and not using night EC7 she is most likely in using her kettle and fan heater is using more at a much higher rate.
It does state on her bill that she is not on the best tariffe

Many thanks

Sue

Former_E.ON_Company_Representative:_Malc

Susan1942 wrote: »

She has spoken to Staywarm and she could pay £75 per month but she is so spooked when she spoke to SW and was told if she runs over the unit cost she would be required to pay that amount immediately. She is frightened by this and is panic stricken at the thought of this.
Sue

Hi Sue

Sounds like a bit of confusion has crept in here. With Staywarm, there are no further charges outside of the agreed monthly payments for the duration of the contract.

Consequently, your friend will only pay £79.45 each month until the contract ends. At this time, she'll have three choices.

She can either accept the renewal figure of £100.54/month, switch to another E.ON tariff or change supplier.

Switching to another of our tariffs will mean each kWh of electricity used will be charged at the rate applicable to the tariff chosen. Here, costs will vary throughout the year depending on the amount of electricity used.

Remaining on Staywarm will allow her to continue to use as much electricity as she likes with no change to the agreed monthly figure. Costs are set and will not vary throughout the length of the contract.

Whilst on Staywarm, It doesn't matter how much electricity is used during the Economy 7 period as this will not affect the monthly payments.

However, should she decide to come off Staywarm, Economy 7 may then come into play. Depending on the region, she'll need to use something like between 40 - 55 per cent of her electricity during the night time off peak period to benefit from an Economy 7 tariff.

If this isn't possible, she can have an unrestricted single rate tariff even though she has an Economy 7 meter. All we do, is add the day and night rates together and charge as a single rate.

I hope this has made things a little clearer. Give me a shout if you need any more info or if you're still unclear, I'll be happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

backfoot wrote: »

Presumably,following the price increase and her notifying of the intention to switch, Eon are bound by the rules governing holding pre increase prices until the switch is completed? (SLC24).

I can't see that there is any difference with Staywarm.

I make it £2.55 per day not the £4.24 per day advised.

Notwithstanding the Regulatory position, I am disappointed but not surprised, that Eon, would as a policy decision, choose to levy the hugely inflated price during this interim switchover period. Is this the way you now treat the most vulnerable in our society?

Hi backfoot

Further to my post on Tuesday, I've received a bit more info about your question.

Staywarm customers are on a fixed price contract for 12 months, so whenever we increase our prices the customer will only see this at the end of their 12 month contract.

We have a licence requirement to notify a customer at least 30 working days prior to their old contract ending and to provide details of a new one.

From your previous posts, it would appear that we did do this.

The customer must notify us within 14 working days if they are not happy to accept the new contract and that they must have transferred to a new supplier within 6 weeks. This is advised within the T&C's of the customer's contract.

Hopefully, your mother's switch falls within this time frame and she'll not be affected by the new price.

Malc

backfoot

E.ON_Company_Representative:_Malc wrote: »

Hi backfoot

Further to my post on Tuesday, I've received a bit more info about your question.

Staywarm customers are on a fixed price contract for 12 months, so whenever we increase our prices the customer will only see this at the end of their 12 month contract.

We have a licence requirement to notify a customer at least 30 working days prior to their old contract ending and to provide details of a new one.

From your previous posts, it would appear that we did do this.

The customer must notify us within 14 working days if they are not happy to accept the new contract and that they must have transferred to a new supplier within 6 weeks. This is advised within the T&C's of the customer's contract.

Hopefully, your mother's switch falls within this time frame and she'll not be affected by the new price.

Malc

Hi Malc,

Thank you for the reply.

I had seen that Contract Condition. It is not a million miles away from the rules contained within SLC24 but it is Eon's own rewrite of those Conditions.

As with the Termination Fee issue, Suppliers cannot rewrite the SLC's to suit themselves. We have given the prescribed notice in writing,in time, and have rejected the price increase while the switch is actioned.

If the amount billed is not at the old prices there will be a formal complaint with reference to the Energy Ombudsman.

All for £1.69 per day at the expense of a 76 year old lady.:( Eon present themselves in a very curious way. Wasn't it enough to rid her from a tariff which you reluctantly maintain?

Former_E.ON_Company_Representative:_Malc

Thanks for the comments backfoot. As always, I'll pass these on to the relevant people.

Let me know how your mother goes on. Drop an email to the address in my Profile if you prefer.

Malc

Susan1942

Thank you for your response to my query and my friends tariffe
I am wondering if you have any idea of how much it would cost to run a blow heater for perhaps 1 hour a day in contrast to installing a Econ 7 in her bedroom.
As I have also said she is only heating her water once a month and boiling the kettle the remainder. She has as I told you an electric shower. Despite being able to use as much electricity as per the Staywarm she was failing to do so or using the electricity at day time rate.
This lady has kept first daily and then weekly readings since she got into the situation where she was not wired in to the economy 7 but was actually on a daily tariffe.
She still has those records and so I would like to have a look at the reading she has taken over the past year. She did scribble a lot of numbers on her bill when she gave it to me but it means nothing in that it only tells me the reading on her meter on that day.
She says she would prefer to stay with EOn but she can't afford to stay with Staywarm based on they now want to up her payments to £100.60
She is elderly and simply cant afford to pay this high fee. It may be that the tariffe suggested on her bill of £75 would be her best option. It takes the anxiety out of will the transfer of what might happen rather than just simply switching to the tariffe suggested by EON.
I would appreciate it you could give me some idea of how much it costs to run things like her blow heater heating water in only kettles as opposed to putting on her immerser. She is extremely twitchey about the whole situation and does appreciate your advice as do I.

Many thanks again

Sue

backfoot

E.ON_Company_Representative:_Malc wrote: »

Thanks for the comments backfoot. As always, I'll pass these on to the relevant people.

Let me know how your mother goes on. Drop an email to the address in my Profile if you prefer.

Malc

I wonder who that is?

Wouldn't it be so much better, rather than sitting it out, for them to make a policy decision for the benefit of all Staywarrm customers to abide by the Standard Licence Conditions which have only recently been clarified by OFGEM.

What have Eon got to gain by not accepting publicly what is blatantly obvious. You have, by definition, got an elderly and vulnerable section of the population, being basically asked to meet charges which aren't valid.

How does that look? Perhaps,by now they may have thought about it and you could come back here with some good news, please, for anyone who may be affected.

Alternatively, the case may run to a conclusion with the associated publicity.I am not interested in special cases, but solely that your own Licence Conditions are followed.