Energy company and Ombudsman

[Question12345]

My energy company approached me to fit a smart meter, when the engineer came he was unable to get a connection, told me head office would try their end so he took my old meter and left. Head office were unable to get a connection and since last November until now all my electric bills have been high estimations.

I’ve been in contact with them since the day after the engineer left last November to get the old meter back and been sent round and round the houses, I’ve raised complaints which have been closed then re-opened, I’ve paid all the estimated bill up until April this year where my bills were just £0. Then they refunded my account with what I paid since last November just for them to re-bill me in June this year since last November with a higher estimated bill covering the whole period. I can’t even being to tell you the stress I’ve been through (government aid has come and gone, cost of living stress on top of all of this) After 8 months a new engineer was sent last Friday (7th July 2023) to fit a new classic style meter but he was actually able to get connection on the smart meter that was left.

I’ve contacted the energy ombudsman and want to know if I’ll get any form of compensation.

My plan is to leave this energy supplier once the issue is resolved.

Thanks in advance for any advice/support

I'm afraid your post doesn't make sense. A smart meter doesn't just get read remotely. You can give them your own reading. They can send someone round to read it.

Can you read the Smart meter so that at least your bills are right?

Mine shows usage in pretty much the same way the old one did except the displays are LCD rather than cyclometer type. However, I live in a relatively recent build with meters in cabinets on the outside wall so easy to read.

This.

I have a smart metre fitted that can never be read remotely, due to connection issues. It's been like that for 5 years, though 3 different suppliers. I just read it and give them a manual reading instead?

@TheHairyHazelnut @Collaborate Sorry to clarify the smart meter that was fitted was never properly connected and the screen just had loads of zeros, I wasn't even left with the digital screen to see the usage as there was no connections so nothing was being sent and i was not able to give manual readings, just a shell of a box.

I've only just gotten any form of reading since Friday

My energy company are trying to charge me for estimated bills up until last Friday and I don't think that's fair considering this is an issue they caused and could have resolved easily back in November had a competent engineer been sent.

I had a complaint upheld by the ombudsman earlier this year and was awarded £175 compensation. It was a long process. I submitted the original complaint last summer and my compensation payment after the investigation concluded wasn’t made until march this year

which energy supplier are you with out of curiosity? Your post is eerily similar to my situation with SSE 😂

@sunflowersanddaisys thank you for sharing your experience, I was told the process will take up to 8 weeks, but I'm not holding my breath. it's Eon next. I'm upset that I've had to stay on top of my case for 8 months going back and forth being as patient as i can and expressing i did not want to be left with a huge bill at the end and that's exactly what has happened.

Is this EDF by any chance?

@caringcarer no EON next

In my view they should be unable to charge you anything more than the standing charge, as they cannot prove that you have used a specific amount.

Make them that offer, and complain. You may be due a substantial refund. They can’t simply guess based on your previous usage.

Write to the Chief Executive - Chris Norbury.
I did this when Eon.next were pissing me for weeks about regarding my (non-working) newly installed smart meter and I got everything resolved quickly.
His PA sorted everything out and was brilliant - obviously the ceo didn't actually respond.

[email protected]

It's worth an email if nothing else.