Night Owl v Scottish Power

[Night Owl]

Hello all

 

My question here is about my electricity supply.

 

What I need to know is who has responsibility for the electricty supply equipment in the box where your meter is read? We have economy 7 so we also have a timer clock along side the box with the readings. (hope that makes sense!)

 

When the meter is read should the equipment be checked (visually or other) to make sure it is all in full working order?

If so does it get checked? and by whom? If not why not?

 

I contacted Scottish Power by phone last year to complain that our monthly payments had almost doubled and that I thought this was wrong. I was told that it would be re-assessed on the next reading. Nothing has changed! Our meter has been read by the meter man since and not estimated.

 

We recently had a power socket fail on a night storage heater that then tripped the fuse box (Its a new fuse box). It was replaced and we waited up for hours until the economy 7 kicked in to make sure the fuse box didn't trip again. Hours went by and nothing was coming on. Worried we looked at the meter box and realised the clock was 2 1/2 hours slow!!!

I have phoned Scottish Power who are sending an engineer on Friday to check/change the timer. They have put our supply in dispute until they find the problem.

 

But how long could it have been loosing time and who's responsibility is it to check that it is working correctly?

 

I will wait for the report to come through from Scottish Power before challenging them with these question too and wait for some kind of refund offer!!!!!

 

Night Owl

 

Never assume that the professionals get it right.

As a consumer we chould always challenge their service to us.

[Guest Old_andrew2018]

bump

[Night Owl]

Thanks old andrew for the bump.

 

I will update this when the engineer has been tomorrow.

I have checked out the energy watch web site and read their info on

"I think my meter is faulty - what should I do?"

and

"Why am I suddenly using a lot more gas or electricity?"

 

The only change in the last 6 months is our eldest daughter leaving home but our bills don't reflect a reduction!!!!

We have energy efficient appliances. We had a run of things breaking down so have now got an 'A' rated fridge and freezer and a washing machine which we run overnight!

 

I'm interested to know who is responsible for the maintenance of the meter and clock?

How long has the clock been faulty for and how long would we have been paying incorrect bills before they would have investigated it?

 

Night Owl

Edited May 15, 2008 by Night Owl
Extra info.

[Night Owl]

Well the engineer has just left after installing an all singing and dancing meter.

 

We are now the proud owners of a

Single Phase Watt Hour Meter!

Solid State Digital.

 

It replaces both the dials and the clock.

 

On questioning (no I didn't give him a hard time either!) he couldn't tell me how long it could have been faulty for or who is responsible for checking that it is working corectly. He did say that they just replace them when they become faulty.

 

I have to wait now for a report to be sent to Scottish Power for them to work out our new payments and refund.

 

Now, how many clocks have I got to put right now after the power went off!!! I hate that job.

 

Night Owl

[Night Owl]

Update.

Well over the last 2 weeks I have had 3 letters all changing the price of our DD payments. Ever increasing payments!!!

 

Phoned Scottish Power each time I received a letter and I still can't get them to reduce our DD payments because of the original faulty equipement that they have now replaced being the original cause of our increasing bills.

 

I told them that I have checked on the energy watch web site changes to our circumstances.

1. Faulty clock and possible meter - now replaced by Scottish Power.

2. Daughter left home - reduction in electricity usage (dramatically because she has taken all her electrical equipement with her - hair straightners etc!).

3. Been complaining about increases in our bills over the last year - Scottish Power never investigated why (now know that it was faulty equipement)

Scottish Power reply - not interested please pay your bill.

 

Complained through energy watch.

They empower customers through information and advice to help customers to resolve complaints. In other words - do it your self or get lost!

 

I now have a

"Senior Adviser with expert knowledge, will ensure your enquiry is dealt with and resolved". I'm still waiting!

 

Oh, and the postman has just delivered a letter from E-On with my address on but all other details for example,

Name, phone number, E-mail, Electricity supply number and Gas supply number all belonging to another person.

Phoned them and had a hard job convincing them the letter has come to the wrong address and anyway we have never had Gas!!! He was convinced that his records showed Gas at our address. We have been here 20yrs and are not connected to Gas!!

 

Pure incompetence.

 

Frustrated Night Owl.

Will this ever be resolved?

[Night Owl]

Hello folks.

thought I might update this old thread because it is still not really resolved!!

 

Since having a new meter fitted I have received no communicattion whatsoever from Scottish Power. No bills!!! Still paying our direct debits at the same rate from last year!!!!

 

Don't want a big shocking bill so writting to Scottish Power to tell them that they have not resolved this and our account is still in dispute as they have made no contact with me. I am unable to register online too because one minute they say I am already registered and then when I ask for my forgotton password they don't know my e-mail!!!!

 

Am I doing the right thing?

Can I say that the account is still in dispute as they have not made any contact or are they going to wait for the whole year from when the meter was changed to re-assess our bill?

 

Night Owl

[Night Owl]

Bumping this again please.

 

I wrote to Scottish Power on 28/01/09 (sent registered) and I still haven't heard from them.

Our new meter was fitted 16/05/08 and I'm only aware of a meter reading taken once.

Can't access online and have told Scottish Power this.

 

1. I consider this account still in dispute until Scottish Power reply to me.

2. Can I take this complaint higher? and who to?

3. I have copies of the letters I have sent but they are not replying to me. I don't know what else to do. Will I have to wait until the full year is up from them fitting the new meter for them to re-calculate our yearly usage?

 

Night Owl

[Night Owl]

Still going on with this one.

E mailed Scottish Power a few weeks ago on their web site.........no answer.

 

Now reported it all to the Energy Ombudsman.

 

Night Owl

[Night Owl]

Hellooooooo I feel very lonely in here.

 

Yesturday received a bill from Scottish Power.

Electricity statement - estimate........of course, but dated from 13/02/09 - 14/05/09!!!!!!!

What happened to the bit since the meter was changed on 16/05/08? Oh yes, I forgot that was estimated too, silly me!!!!! even though the bill clearly says based on actual readings!!!!

Also Estimate for 15/05/09 - 13/05/10 WRONG.

 

I have taken a reading from the date the meter was changed until 14/05/09 and somehow our figures do not agree and seeing as I have the meter and they are just guessing I think I may have to give them a little nudge, or something!!

 

This is the first letter, well bill, from Scottish Power since the meter was changed. Still no reply from Energy Ombudsman since I E-mailed them. 10 days are up. Will see what happens Monday morning.

 

Looking into getting Electricity monitor.

 

Night Owl

[Guest Old_andrew2018]

Can I suggest you click on the red triangle and leave a message in the dialogue box asking the site team to alert someone with expertise to your tread.

 

Andy

[mattlamb]

I imagine the bill is based upon estimated readings for the meter that was taken out. I would put money on the fact that the meter details have not been updated correctly on Scottish Power's records. Have you checked to see if the meter number on your bill matches up with that on the meter?

[Night Owl]

Hello Old Andrew and mattlamb

thank you for replying to my lonely thread....sob.

 

Since the meter was changed a year ago I know at least one reading was by the meter reader because I had to give him access to our meter (this was not on our bill!).

I have read it again one year on and its less than their estimated reading on the bill. Yes I will be phoning them with my reading

BUT

the problem I have is that I put this account in dispute over the clock being 2 1/2 hrs slow leading to our Economy 7 storage heaters using peak time and more charges until they replaced it. Since then I have had no contact from Scottish Power despite my attempts. I can't even get on the online service.

 

I have had no apology or attempt at an explaination about what the fault was and how long had we been paying for incorrect readings because the clock was wrong.

 

Comlpaint through Energy Watch was useless.

Complaint through Energy Ombudsman...........10 days+ later, phoned them this morning.......he couldn't locate my complaint!!!!!! It took him 4 attempts to get my E-mail correct!!!!

 

Fed up now.

[slick132]

Hi Night Owl,

 

First rule of proper complaining - put it in writing and send Rec'd Del'y or RMSD. You cannot rely on emails.

 

Send a letter setting out briefly what the comlpaint is and attach a sheet showing dates of letters or phone calls with quick summary of each event.

 

Give them 14 days to respond. Then a reminder with a further 7 days.

 

After that, complain to Consumer Direct sending copies of original complaint.

 

Contact Consumer Direct

 

By telephone: You can call them direct on 08454 04 05 06.

Via the internet: You can contact Consumer Direct directly via their online complaint and enquiry service at

www.consumerdirect.gov.uk - link opens in a new browser window.

[mattlamb]

What I mean, Night Owl, is that Scottish Power still think that your old meter is there. Thus your bills are based upon your old meter and so are getting estimated all the time, with totally wrong estimates.

 

I myself work as a meter reader -although Scottish Power is the only big electric supplier I don't read meters for. Even if a meter-reader comes out to read the meter, it doesn't necessarily mean the reading will be used on your bill. I sometimes find that the machine we use still has the old meter details even though the meter was changed months, occasionally years ago. I would then amend the records on the machine to show the new meter but sometimes the backoffices still don't amend the records - when I go to the same property again in the future, it might still show the old meter details!!

 

Of course, this means the customer is not getting billed accurately. I would agree with what slick132 says. Just thought I would give some background info to hopefully explain what may well have gone wrong here.

[Night Owl]

Thank you slick132.

I will get a letter in the post with copies of letters I have sent Scottish Power. I always send stuff recorded and check that they have been received.

On the Energy Ombudsman they do say they will reply within 10 days for further info if required and there final decision may take 6 weeks.

 

Thank you mattlambfor your 5 replies!!!!!!

Scottish power have acknowledged the new meter because they have put the new meter number on the bill but the new meter bill is from period 13/02/09 - 14/05/09 when the meter was changed on 16/05/08!!!

 

I will write again to Scottish Power with correct meter readings from the date of change of meter, ZERO to 14/05/09 when I last took a reading. Also I will send them a copy of the letter I sent them in January, recorded delivery with proof of delivery, and let them know that I am making a complaint through the Energy Ombudsman.

I refuse to phone them and talk to someone who pushes me from one department to another and then have no proof of what has been said or agreed.

 

Still fed up with the hassel.

[MARTIN3030]

Thanks Raymond.

Error was a result of a software glitch early this morning between 7-8am So there are likely to be some others.

[buzby]

I can see you've been messed around - but the issue with the time clock it totally irrelevant. Even IF the clock war running slow, it has no bearing on your bill, for two reasons. YOu have two circuits, Peak and Off Peak, The time clock only controls when the meter tariff switched, and items like the night storage radiators would be on an exclusive circuit that would only be live when the meter was logging at off-peak rates.

 

So, this Night rate (White Meter/Economy 7) provides consumers with a minimum of 7 hours of low-price electricity BETWEEN the hours of 2200-0830, so within this 'window' you should have a minimum of 7 hours - on mine we get 8.5hrs . So, even if your clock was inaccurate by running slow or fast in relation to the day, you would STILL receive your 7 hours of cheap power and your NSR would get their overnight boost at a slightly later/earlier time, but at the SAME cost. So you have NOT been disadvantaged.

 

As to your billing issues, you should have your new meter showing on the next bill issued after its installation, with a new meter old meter start and stop readings. This does NOT affect any DDM or budget consumption scheme which is based on annualised consumption of kWh not what you meter reading states. Because of the hike in electricity rates, this is based on the annual projected consumption, and this rarely changes. You can ask them to recalculate - say if a family member leaves and your consumption will be lower, but it often doesn't make too much of a difference.

[buzby]

Thanks Raymond.

Error was a result of a software glitch early this morning between 7-8am So there are likely to be some others.

 

Did it disappear from the DNS too...?

[Night Owl]

I can see you've been messed around yep thats an understatement!!!- but the issue with the time clock it totally irrelevant. Even IF the clock war running slow, it has no bearing on your bill, for two reasons. YOu have two circuits, Peak and Off Peak, The time clock only controls when the meter tariff switched, and items like the night storage radiators would be on an exclusive circuit that would only be live when the meter was logging at off-peak rates. Thats a relief then because we run the washing machine and other stuff overnight because its cheaper......or so we thought.

 

So, this Night rate (White Meter/Economy 7) provides consumers with a minimum of 7 hours of low-price electricity BETWEEN the hours of 2200-0830, so within this 'window' you should have a minimum of 7 hours - on mine we get 8.5hrs . So, even if your clock was inaccurate by running slow or fast in relation to the day, you would STILL receive your 7 hours of cheap power and your NSR would get their overnight boost at a slightly later/earlier time, but at the SAME cost. So you have NOT been disadvantaged. Thank you for the explanation. Why couldn't Scottish power tell me that over the last year?

 

As to your billing issues, you should have your new meter showing on the next bill issued after its installation, with a new meter old meter start and stop readings. Never received a bill with old meter stop and new meter readings up to now. I have sent them the readings in another letter of complaint outlining the last years hassel. This does NOT affect any DDM or budget consumption scheme which is based on annualised consumption of kWh not what you meter reading states. Because of the hike in electricity rates, this is based on the annual projected consumption, and this rarely changes. You can ask them to recalculate - say if a family member leaves and your consumption will be lower, but it often doesn't make too much of a difference.

 

Thank you soooooo much for this info buzby. I have only waited for this from Scottish Power for the last year!!!!

 

A happier Night Owl x

[Night Owl]

Paperwork has arrived from the Energy Ombudsman re my complaint with Scottish Power. Will complete and return to them on Monday.

No word from Scottish Power since my letters.

Direct Debits have been increased by Scottish Power!!!

[pelham9]

Direct debits have been increased by Scottish Power

 

Stop paying by by direct debit. You have already had one example of how much power it gives to them to dip into your acount. They use the DD system to their advantage to keep your account always in credit for a free loan easing their cash flow. The discount offered is eaten up by this free loan and by paying an arrears account partially in advance. Pay quarterly in arrears online.

[buzby]

You need to establish what type of trading relationship you have with them. If they have a DD to take payments from your bill, then those payments will reflect the amount shown on the bill.

 

HOWEVER, if you have joined one of their budget schemes where they do a calculation on what they estimate your usage to be, based on the current or forward price of energy, then yes - since you'll be paying them in advance during the summer months and possibly in arrears during the einter, their schemes do allow for the amounts to be varied. In which case, being a member of this scheme means your agreement to this (it is in their T&C's).

[Night Owl]

Had a phone call from Scottish Power saying that they had heard from the Energy Ombudsman about my complaint and were compiling their report. He wanted an up to date meter reading which I gave him and I also asked him why Scottish Power had not replyed to my letters......he wasn't aware of my letters but said that the way forward was to mediate with the customer. How if they won't reply to my letters? Phone calls have no guarantee that what was said will happen.

 

Two days later I received a new bill and new increased Direct Debit payment. I know you will all say STOP PAYING BY DIRECT DEBIT. I can't afford for this to build up as a debt. And it has only gone up by £1 per month. I still think it's wrong but the Energy Ombudsman have taken on the case so I will see what happens.

 

Night Owl

[Night Owl]

Update on this thread.

 

Just received the Energy Ombudsmans Provisional Conclusion.

 

1. Scottish Power are to provide a copy of the engineers report for the faulty meter they removed. If this is notavailable they are to send me an apology and £25 credit.

2. Set up my online account as I requested and have had trouble with getting online.

3. Written apology for the customer service shortfalls.

4. A goodwill credit of £50 for time, inconvenience and expenses incurred.

 

Not bad. They have identified that refunds have been made to our account but were not clear and not explained.

 

Night Owl

[MARTIN3030]

Not bad at all.

Do you think they will send the report ?

For £25 I think they will keep hold of that.