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I would recommend getting in touch to arrange a meter exchange - I have done an account review and can see that you are eligible for a free upgrade to a smart meter which would prevent this issue from occurring in future due to this being a new meter and also allow you to monitor and track both your usage and cost going forwards
Sincere apologies for any inconvenience this has caused **
Your Rights and Obligations:
You have the Right to be treated fairly by your energy supplier.
When a complaint is raised the supplier is obligated to investigate, if the complaint is the fault of the supplier they should do everything they can to put this right.
All charges should be clear and transparent.
You are responsible for the costs of the energy you use.
Meter faults are rare but they do occur. If there is a suspicion that your meter may be faulty then the usual process is that you should contact your supplier to get their instructions on how to carry out a load test or blackout test.
This test means that the supplier can gather much needed data that could indicate if there is a fault with the meter. If the data does indicate there is a fault then you may be offered a MAT (Meter Accuracy Test).
MATs are carried out by a company called SGS and are the only company approved by Ofgem to carry out the tests. The results of the test are legally binding. A MAT does cost approximately £100 to £150 and the cost of the test is payable by you. The report generated from this is given to you and if a fault is discovered it will be possible to work out how much you have over paid for the energy, this would then be re-credited to you. If a Fault is discovered on the meter, the cost of the MAT is reimbursed to you.
The supplier only has the obligation to read the consumers meter once every two years. They should make at least 1 attempt per year to obtain a meter reading from the consumer via a durable medium i.e, letter, telephone, online app or email. Other than this, it is classed as the consumers responsibility to provide meter reading so they are able to be billed accurately for the energy they have consumed.
Failure to provide meter readings means the supplier has no option but to base the consumers bills on estimated usage. Estimated readings can be based on things such as previous usage or seasonal factors i.e. winter months. If a consumer is unable to read the meter themselves due to a disability or illness, they are able to register on the suppliers Priority Services Register (PSR). All suppliers have a PSR as it allows them to keep note of vulnerable customers and gives the consumer opportunity to either book meter readings or meter reading to come to the address automatically once every quarter.
Ultimately, you would need to demonstrate that the gas meter is at fault to get the bills revised accordingly and inline with your actual usage. Once the meter is repaired, you will be able to take manual meter readings over the course of a month and submit these to the supplier who could then potentially revise any estimated bills on the account. You could also get a report from an independent engineer at your own expense. Either way, you should also contact the supplier and raise this issue as a complaint.
As the supplier has increased the direct debit on the energy account, you could request for this to be placed on hold pending investigation. If there is any debit on the account, under Standard Licensing Condition 27, the supplier has an obligation to find a suitable payment scheme for the supplier.
You can make a complaint verbally over the telephone but we would advise following this in writing.
You can find a helpful Template letter on the link below.
You should keep a copy of the letter, set a deadline for the suppliers response and send this recorded delivery.
Please ask the supplier for a complaints reference number and a copy of their complaints procedure.
Once the complaint has been raised if it is not resolved within 8 weeks or it reaches a position of deadlock, you will be able to take your complaint to the Energy Ombudsman. **
ByTheSea said: @OverlyAnxious it is wrong that they get minimal training though if people are given the wrong information or not helped ? If you went into Tesco and asked to be shown the freezer dept you wouldn't be happy taken in the opposite direction to the clothes dept would you ?The latest advice I have had following up from the CAB is that you are legally entitled to refuse a smart meter but they are entitled to make a charge for a standard one (in case anybody else comes across the same situation).
The value must be greater than or equal to 1.
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