Previous tenants and landlord didn't take meter reading - help!

[ParkingFeud]

We moved into a rental property last March, there was no inventory and a number of issues. We took photos of the meter readings on the day and still have these. We called British Gas to open an account and submit these. They were unusually high and we spent an hour on the phone to british gas explaining the situation then they were meant to update the readings and bill the landlord as the previous tenants must have never submitted a final reading and the landlord didn't check either (didn't even visit property!). Just went to submit more meter readings and once again it says unusually high and has the readings we recorded on the date we moved in/opened the account as the estimated (about half what they actually were, despite us submitting photos). I'm so worried about this, what can happen?

We still have original photos on my phone from the day but no record of the conversation with British Gas. I hate renting so much :(

Was the landlord renting via an agent? They may have taken pics of the meters at end of tenancy.

Nope, it was advertised through an agent but they didn't do any of the maintenance/inventory (lack of) or anything like that. We also have emails to the agent while trying to sort it out as British Gas did bill the landlord the extra and she tried to charge us half so I emailed the agents for help.

Ok, first check that you are taking reads from the correct meter.

What were the reads when you moved in and what are the reads now?

Have you paid B/Gas anything since you moved in?

Definitely correct meter readings and we've been paying the estimated direct debit since we moved in. Estimated when we moved was 7000 and something, actual when we moved was 14000. Now about 15000. God knows when previous tenants last submitted a proper meter reading as they probably didn't have an inventory either so didn't bother.

You have a dated photo of the meter read when you moved in and a tenancy agreement proving that was the date you moved in so there shouldn't be an issue. You don't need proof that you gave the reading to British Gas, just proof that the estimated reading is incorrect. However, they probably recorded the phonecall and should have made notes so there may well be proof anyway.

You just need to call British Gas and get them to correct the initial reading. If they refuse (unlikely), you can go to the ombudsman.

It is likely that you were supposed to send them the photo as proof. Perhaps you forgot? Or the agent forgot to tell you. If the actual reading was very different from their estimate and the previous tenants/landlord didn't provide a move out reading, they would probably have required you to send proof.

@ParkingFeud

Definitely correct meter readings and we've been paying the estimated direct debit since we moved in. Estimated when we moved was 7000 and something, actual when we moved was 14000. Now about 15000. God knows when previous tenants last submitted a proper meter reading as they probably didn't have an inventory either so didn't bother.

In that case they should use your reads as you have proof of them and the latest read falls in the mine with your opening read.

It's likely the LL doesn't want to have to take responsibility for the huge final bill that they would have had when their account was closed to a read of 14000.

You will be fine, you have proof so there is nothing more you need to do, other than ensure that B/Gas have the photos of the reads

Can you not check your account, including meter readings and bills, online?

Thank you so much for the peace of mind. We have checked the account online and everything is down as estimated. My partner spoke to them originally and he was assured he didn't need to send photos despite asking to so we had proof! Weirdly they did seem to bill the landlord as the landlord wanted us to pay half of the huge bill (mental!) but British Gas never updated the reading on our account.

When you ring British Gas it is really hit and miss who you speak to. We had a smart meter put in and they set it to 0 (not sure if this is standard or not). The issue then was British Gas charged us as if we had used from what our meter was on all the way round to 0. So they said we owed £2k for one day use of electricity.

The first person I spoke to just couldn't understand that it was a mistake and it was not possible to use £2k worth of electrcity in one day. He kept offering to send me to debt management. In the end I hung up and called again immediately. I was spoke to someone different who immediately understood the problem. It seemed to be a bit of a nightmare for them to sort out their end. He had to get a lot of different people involved but for our purposes he just corrected our bill.

So I recommend just calling until you get the person who will fix it immediately as they 100% can. It's not your problem what the previous person did or didn't pay. They know this and just need to start your account at the appropriate meter reading.

I’ve worked in call centres and what @blacklilypad said is 100% correct. A lot of the service depends who you speak to and sometimes you need to just call back to get the right person willing to put time in to solve a complex problem. Not all operators will be knowledgable/bothered to do that.

I had problems with brittish gas and electric recently changing my details from the old peoples details then i found out i had paid £50 of the previous people debt, to which they no fuss refunded onto my meter for me (payg meter)

I am having massive problems with an energy supplier for my rental property which is between tenants. I’m wondering together Covid has impacted capacity and professionalism, with people WFH and issues with supervision and on the job training? It seems I give them all the info they ask me for, so as to pay for my current usage ( I’m renovating ) and it just gets chucked down a big hole and nothing is updated correctly, we’re going round in circles 😠. I’ve written a letter of complaint and am keeping careful records cos it’s looking like it could end up being a job for the energy ombudsman.

Thanks all, fingers crossed it gets sorted today!

BG can be horrendous...my aunt had to contact a director....bill was 10k...ridiculous....saga went on for 6 months...finally cancelled and they sent chocs and flowers...!!