Bit of a pain I know, but ignoring Npower's bills for a moment...are you able to start working out what energy you've consumed over the time period (meter readings you've taken/actual Npower reads you're fairly sure are correct)?

Not always possible to do accurately, but if you start working out cost from units used and the tariff applicable at the time, too. This starts to build up an indication of what you might actually owe (ignoring back billing rules for the time being).

Would also be handy if you put together a really simple list of when readings were taken or estimated, and by who and on what date. Then a perhaps a separate list of payments you've made and on which date. Lists like this can quickly be referred to by all concerned; not having to pick out stuff from paragraphs

Good luck! It can be done!

Npower pretty much ignored our request/demand for compensation as per the same criteria too. Next stage for us is court proceedings (once again), but you should probably exhaust all other avenues first. The Ombudsman is optional, but you might as well try it. Expect the worst, hope for the best where they are concerned.

Try and get a better breakdown of your key complaints if you can - the above is very difficult to follow from an outsider's point of view. Nice concise bulleted lists of the key information, in chronological order really helps others provide constructive answers. Try cut out the waffle wherever possible

This might be better in a different forum category as it's not directly related to a utility supplier. A mod should hopefully sort this for you.

In the meantime double check your contract for any relevant clauses. Not terribly familiar with tenant/landlord related laws but if you could show financial loss that might be a cause for action. From what I recall, claiming for discomfort isn't particularly easy and probably not worth the hassle for just over a week in duration.

The saga continues!

Given the recent decision by Ofgem, particularly their order in regards to compensating the worst affected customers, we thought it would be worthwhile sending Npower a quick letter of complaint (unsurprisingly we don't trust Npower's advice that we 'don't need to do anything'). Per Npower's own publication on its website, they should be awarding at least £200 compensation based on the criteria.

In the letter we briefly outlined Npower's unacceptable conduct, highlighted the fact that they have still failed to remove the incorrect credit file entries, and provided a bullet list of what actions we'd like to be taken. Amazingly this was a single A4 page.

Npower responded a couple of days ago, via email and not return mail (once again). Here is their response:

Hello [NAME]

Thank you for contacting us about your account.

 

 

I am sorry for the shortfall in the level of customer service you have received. We are committed to providing you with the highest level of service you deserve.

 

 

I apologise for the incorrect bills you had been receiving and legal department was allowed to sign a statement of truth. I understand that you would like to receive compensation. [NAME], I would like to inform you that I have processed a goodwill gesture of £25.00 on 06 January 2016 and you will receive it in further 10 to 14 days.

 

 

With regards to the credit report, [NAME], please get in touch with Experian to get the credit report and provide us with a copy of it to investigate this further.

 

 

As you have had to contact us again about this issue, I have taken the opportunity to raise a complaint on your behalf. Each complaint is allocated a unique reference number, yours is [NUMBER]. I am confident that through the explanation I have provided and the actions I have taken, I have now been able to resolve things for you.

 

 

If, however, this is not the case and you remain unhappy, please contact our Complaints team. You can reach them on 0800 3169328, they are available from 8am to 6pm Monday to Friday or 8am to 2pm Saturday. If you prefer, you can email us at complaints@npower.com.

 

 

I trust the information is helpful, [NAME].

Kind regards

 

Update to follow.

Npower have made a press release regarding compensation for affected customers (past and present): http://www.npower.com/home/customer/index.htm#tab-4

[ATTACH=CONFIG]60637[/ATTACH]

You have posted on here throughout the year, presumably because the advice and expertise and experience offered on here has a value. Forget about not losing face, and take Halford' s offer.

Spot on. Spend the time on something more worthwhile.

I did not send emails of the nature they state and to be honest I will prove it and that they have created these emails IMO! I can't prove it (that they created them as a dustraction but I know its true!!) but I think its some smog to take the heat off their weak case , and I am even tempted to going to say to them will they pay for an expert witness or go 50/50 on an expert witness to analyse my mobile phone/laptop to prove that the emails were not sent by me.

You'll probably find this exercise will exceed the value of your claim. Chances are it wouldn't be allowed as the costs are disproportionate; failing that it is unlikely you'd be allowed to recover it even if you won.

It still wouldn't rule out the possibility you borrowed a device or asked a friend to do it, so it doesn't actually prove you didn't send it.

My point is, the burden of proof lies with Halfords. If they want to make wild accusations that damage your character, they better be able to back them up.

...as I'll be getting a detailed report from my Internet Provider including my IP address matched to that of that alleged email when as per above I get the email back from them..to prove I have not sent it and nothing to do with it, one thing I am not is a liar. Also will do the same for my mobile phone..and when I prove I have nothing to do with this alleged email I will be asking for a apology from them.

Pointless excercise, IMO. Unless the IP addresses match, it wouldn't prove it wasn't you, just as they couldn't prove it was you without some extremely intensive data forensics.

They need to either substantiate the allegation they are making or retract it. It is defamatory in nature and they should know better.

Looking at this objectively, try and see things from the judge's perspective on the day.

Chances are they are not going to be 100% knowledgable with vehicle mechanics and will have to rely on the evidence presented to them on the day; whether from you, Halfords or an independent expert witness (if instructed). As much as you know you've been wronged (and Halfords are no doubt pretty aware of it), the judge is an outside party; the legal system is overburdened at the moment and as it stands it really could go either way.

To have been offered pretty much the full amount prior to a hearing, you clearly have enough of a case that it worries Halfords. If nothing else, take pride in that. It is more justice than most receive.

Is the prospect of an extra ~9% that you'll have to spend £x on, with what might be a 50% chance of winning really worth two months of preparation and stress? Only you can decide that. The experience of a court room on the day is certainly worth something, but choose your battles wisely

Bear in mind if they read these forums, they are now aware of this fact

Thanks for this Eversir. Shame there was no extra for printing and stuff.

Think that was our fault to be honest. We didn't lay out these costs clear enough in the claim so he was unable to make an award on that basis. You live and you learn

Yes, it feels unfair BUT you have no way of knowing which side the judge will come down on, and do you really want this hanging over you into the New Year?

This.

The BBC has confirmed to us that this email is not genuine and was not sent by the BBC/ Watchdog. Our client can therefore only conclude that this was a misguided attempt by you to put pressure on our client. Our client reserves its rights to submit to the Court that this constituted unreasonable behaviour on your part.

 

Quite a serious allegation on their part.

Not withstanding, the thing you need to consider is how likely you are to be awarded a sum greater than what they are offering you. If the answer is the same or less, take the money and have a less stressful start to 2016!

Here we go.

The judgement was split into two,

but this one is more relevant to Npower's conduct.

I have highlighted particular areas of interest (e.g. the judge's criticism of Npower).

I'll try and find time to post parts of the other documents in due course (probably next week).

Hope this is of use to someone!

Eversir have I missed the transcript or is it posted somewhere else (and I have just failed to see it)?

Sorry, the files were not the easiest to redact and time has been an issue this past month or so. Uploading the judgement shortly.

This is superb news Eversir!

Your case has dragged on for a ridiculous amount of time so i hope you were awarded sufficient to make up for the hassle you've had.

 

Again though dead chuffed you beat them!

Thanks for the kind words! Yes, it was bloody awful in some ways but incredibly satisfying to get a judgement in our favour (even if we didn't get a bunch of money from it).

Cheque received from Court (finally).

They did previously, but their March 2015 terms don't include a clause like that any more.

In the absence of any specific mention, one would assume it reasonable to have 30 days' notice if the customer is adversely affected.

Clause 17.1 of their terms and conditions, dated March 2015 stated the following:

 

We may sometimes change these conditions for reasons such as taking account of changes to any industry agreements, the Electricity Act 1989, the Gas Act 1986 (as appropriate) or any other law, regulation, standard, code or licence issued by a competent authority that applies. We do not have to get your permission before making any changes to these conditions under this condition 17.1, and these changes will apply from the date we tell you.

 

So assuming the changes meet those criteria, then once again Npower are incorrect and don't appear to understand their own terms and conditions. The changes came into effect when they told you.

There is no other particularly relevant clause in regarding other T&C changes, although clause 6)a) of their previous contract dated October 2013 stated:

1. We may change our prices, change or remove discounts, change the way we charge for gas and electricity or change these terms and conditions. If we increase our prices or make any other change to the terms of this agreement which significantly disadvantages you (for example, we increase our prices or move you to a more expensive version of your tariff because you no longer qualify for discounted rates or charges), we will tell you about the changes at least 30 days before they begin to apply. If you do not accept the changes, you may end this agreement and change supplier. If you tell us that you are ending this agreement and changing supplier, the changes we make will not apply to you as long as:
   
   • you tell us that you are ending this agreement, and are changing supplier, on or before the date when the changes are due to apply; and
     
   • within the 15 working days after you tell us that you are changing supplier, we receive notice from another supplier that they will begin to supply your home within a reasonable period of time.
     

 

 

 

 

Interesting they removed it.

Sheesh, so even under a court order, they still don't get their act together ?

They have actually paid the bailiff; the Court is just taking time to transfer the funds

Will consider taking Npower back to Court if they don't make good the false credit entries.

Is the court transcript still to be published, or have I just missed it?

Still to be published. Will need certain personal info redacting first.

Did you get your money from the bailiff's visit?

Still waiting for the Court to pay that to us. Should be this week.

Will you be asking them what it is for, or just banking it

As tempting as it is! Giving them a day or so for a separate letter to come through, then will call or write. They still haven't removed their false credit entries, so there is that to sort out yet also.

Recently received a mystery cheque from Npower for £25.00.

Not a clue what this is relating to; merely states: "As promised, here is a cheque for £25.00".

Very, very strange...

OK, a bit longer than a week but...

Npower failed to comply with the Court Order and either forgot - or chose not - to pay by the deadline stipulated by the judge. In fact, even two months on we have not had a payment from Npower.

As a result of this, the CCJ against Npower was enforced. Bailiffs were instructed to recover the sum from Npower's head office in Swindon. We have now been informed they have finally recovered the money after visiting their premises last week; we should receive this from the Court shortly.

Funnily enough the County Court bailiffs informed us that we were not the only ones with a successful judgement against Npower; they were also enforcing judgements for other people at the same time as ours. Apparently they visit Npower on an almost-weekly basis for this sort of thing.

Perhaps my misunderstanding, but from the way the OP has written it would seem that they attempted to transfer to Scottish Power upon moving in to the property. They only later discovered that Npower had blocked the transfer of the electricity supply (and not the gas) - presumably due to a debt owed by a previous tenant. The first the OP knew of this was when a MeterPlus came to install a prepayment meter.

From the sounds of it, the OP hasn't made a note of meter readings - particularly the starting read - and now Npower is trying to bill on a figure that may include usage from the previous tenant as well as their own. Granted it isn't particularly clear and it would be helpful if the OP will clarify this.

Npower certainly shouldn't have blocked the transfer for the new tenant. Is Npower charging you one of their more expensive tariffs for electricity, and would you have gotten a better deal with SP had the transfer not been wrongly blocked? If so, you perhaps need to be working out how much money you are now worse-off due to Npowers mistake. As Conniff quite rightly says, you will have to pay for your electricity usage - the backbilling rules won't apply here I don't think.

You need to check with your letting agent / landlord whether they have the final meter readings for the previous tenant.

I'd consider getting an SAR sent to both Scottish Power and Npower to see what information they hold about you and what information has been communicated.

They have 40 days to respond, so get the ball rolling now.

Also read the customer services guide and record your calls!

1. Nope. You are not liable for another tenant's debt.

2. This is a tricky one. Really you should have recorded one, but so should the landlord. You should really have given initial meter readings to the current provider, which would have been Npower.

Failing that I think the utility company is allowed to use a reasonable estimate. That would likely be a product of the number of days you were in the property multiplied by a reasonable daily usage (for the size of property, the number of occupants and time of year).

3. Depends on the situation, the length of time and the actual damages you have suffered as a result.

Need to understand the situation with transferring to Scottish Power in more detail. Did SP contact you to say the move had been blocked? Did Npower contact you?