No gas meter, why should I keep on paying?

[lidlbitupset]

Over a year ago I tried to give a gas meter reading but the display was unclear, I called them and sent in a photo - they confirmed the meter is broken. She said they would get round to fixing it but it wouldn't happen fast and that in the meantime they would estimate my usage and then,, if it got it right, adjust the unmetred usage in line iwth my following years usage when the meter was working again. So, next winter they will look at what I use, and if I haven't paid enough, they will readjust my payments.

I didn't say no at the time, because I thought it would be fixed in a couple of months, but it's been over a year. They have sent someone out who has confirmed it is broken and not dangerous, other than that they just keep sending reminders to read my meter as it's overdue.

I think I might not pay them. Why should I pay for gas (we have gas-fired central heating) when they can't be bothered to meter it? I could be trying really hard to minimise my use due to COL, but if next year is different, it won't matter.

Has anyone else had this situation?

Who is your provider?

This doesn’t sound right at all. Hopefully someone will be along soon to give help.

Idon't know much about meters but if its broken how will they know what you've used during this time?
I'd be on at the supplier every day to get it fixed because right now they can charge you what they like and you don't have any way of countering their demands ( if you stop paying they eventually cut you off).

There must be some kind of energy ombudsman you can escalate this to or at least the CEO of your energy company? I used to work for British gas and complaints to the chairman were taken seriously by management.

When ours broke (it was an old one that got to the end of the number dials and stopped at 9999) they didn't charge us until it was replaced. They said they couldn't as they had no way of accurately measuring what we used. Unfortunately it was summer, as it took months to be replaced and that would have been a big saving in winter.

If you’re using gas, you need to pay for it. But chase them over the meter problem.

Double check this but I don’t think utilities can charge you for energy used more than a year ago. I would get advice.

Thanks. They are intending to charge me for this period, whatever I use at the equivalent time next year, if it's fixed then.

If I'm using gas I have to pay for it? Right, ok, but how much? That's the issue.
I don't have sympathy for their plight, the deal is they should fix my meter, they aren't fulfilling their side of the contract, and that matters in contracts.

I've had several long waits on the phone and get through to someone who says it will take a long time to fix my meter. I'm not spending hours on the phone to them.

I am still paying monthly direct debits but I notice they are putting it up now it's winter. How do they know I have my heating on? I don't.

It's Utility Warehouse.

Open a complaint via resolver, it will walk you through the steps to follow the complaint before escalating to the ombudsman. Official contact through that usually focuses their minds a bit. (Usually)

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/making-complaint-about-your-energy-supplier-or-network-operator

Could you get intouch with ofgem. Seek proper advise Citizens advise ot such.

They should come and fix the meter, its not a very good customer experience for you.

However, you are using the gas so it is totally reasonable that you have to pay for it. If the amount they are calculating is based on your previous 12 months usage then that seems the most reasonable way, they could however take that number and minus x% as a gesture of good will so that you are likely better off on the deal or at least not worse off.

Do you have a smart meter? You could consider switching to a new provider or may be more motivated to come and give you a new meter.

Cancel the direct debit, switch your electricity to a different provider and then ignore them until they fix the meter.
If they can't be bothered to measure the amount that you are using I wouldn't be paying for anything because they can't prove you've used it.

@moon I like it, but how will the new provider meter my usage?

I do agree with the posters who say if I'm using it, then I have to pay for it, but the deal is that users can control how much they use, and they have taken away that option from me. I could try really hard to save money, and it would make no difference. Also, they have not even updated me, I have to spend hours getting through to them to discuss.

@lidlbitupset
If I understand you correctly it's your gas meter that doesn't work, so leave the gas with the current provider and switch the just the electricity.
The new provider will be able to meter your electricity because your electricity meter is working ✅ (?)

@moon , right but that still leaves my current provider estimating my gas, my electricity is metered correctly.

Hi op, i used to work for a big energy provider.

The normal process is that as soon as you report that your meter is faulty (in this case it is referred to as ‘Passing unregistered gas’), the energy company should make it a priority to book a meter exchange for you.

Once you have a new meter, they would then take your meter readings 2 weeks apart to check your actual usage, and backdate your bill according to your usage.

However, IF it has been more than a year since you notified them of your faulty meter, there is a ‘backbilling’ rule where because it is their fault and you’ve contact them about it but done nothing, they can only backdate your charges for 1 year.

So for example, if you get your meter exchanged this month, but you originally contacted them about your faulty meter last year in August, they can only backdate your bill to last November. Anything you used between August and November last year would have to be wiped.

Please escalate it as a formal complaint. See if you can find the email address of the CEO. Then they should pass you to their exec complaints team.

thank you so much for your very helpful message @Iocanepowder . They did say to me that they would take my readings when it was back working and then use that as a basis to calculation my past usage, as you say. BUT they are still taking my direct debit of several hundred pounds a month, which is unmetered. If that were too high, if for example I was trying really hard to keep my bills down, then I wouldn't be able to. They won't give that money back will they?

Oh I found the energy ombudsman quite tremendous only in last 2 weeks - they managed to get me a £5.3 debit position ( faulty smart meter for2 years) with octopus cleared to a £420 credit position plus£250 compo in 10 days. No one had come out when I said ‘this can’t be right’ initially had me £21k in debit!!! It’s quite straight forward online, they were polite, quick,personally called me, asked for copy’s of communication, asked to see the statement showing £21k minus etc! Kept me posted at every stage - it’s rare you can say good about a public body but I was impressed- in all fairness octopuswere good too and sorted immediately once my issue came from ombudsman and got to the ‘right’ team -

@CrikeyalmightyThat's brilliant, it's great when things get sorted out efficiently, ending all the angst.

They will keep billing you for an estimated amount which could be higher. You're right to worry it could easily lead to overcharging.

Obviously you know you owe something as you've used some gas. So they won't accept you just stopping payment.

If you contact the CEOs office you should get a response and they can make decisions more than the regular customer teams.

@CherryRipe1 yep I was most impressed - but I was organised- and they had everything they needed from me right from the start - they were 10 days preparing the case before going to octopus but once at octopus it was all done and dusted within 48 hours!! Including my compo credit. The relief is huge -

What is the current status of things? Are you still waitint for an appointment for them to replace your meter?

What is your current balance? Are you in debit or credit? If you’re in credit, you can cance your direct debit as long as you’d be ok to set it up again later and that there may be a debit balance. You can also keep paying adhoc amounts into your account if you’re in credit to cover your electricity in the meantime, but this is only if you’re in credit.

Have you taken my suggestion of emailing the CEO? This will escalate the matter quicker. The other option is contacting your MP who will contact the CEO on your behalf.

I wouldn’t recommend going to the Ombudsman just yet as this can delay the process of getting your meter fixed. You can go to the Ombudsman if you still don’t feel they have resolved things properly when you have a new meter.