Has anyone got experience of Ombudsmen? (Energy company)

**Gojira** · 02-02-2012, 07:51pm

Our energy company have been useless. They keep sending estimated bills and have promised us a key now to read the meter 7 times.
Today with no warning -we got home to letter telling us we have been visited for the 3rd time (no note for the previous 2!!) and they are going to court to cut us off (?).
Each time we contact said energy company they apologise and claim they will send out a meter key. They then say they will post it too us (it's a funny shape apparently) but don't.

They keep telling us to ignore the letters, and they keep sending these letters and I'm worried we will get cut off. As we weren't here last year for 3 months we *know* their estimated reading are too high.

Any experience?

Today's letter is telling me to call someone 'on a mobile number given' '3rd visit' hand written on the letter and saying they are going to 'Magistrate Court' for a 'Warrant of Entry' and to drill and change the locks.

I emailed a complain to the Ombudsmen but any experience. Do we just pay the bill (we feel it is probably half of what they say it is) as we weren't living here for most of the time last year but in the other house.

I'm reluctant to pay the bill as I feel it is too much and just want to pay the actual bill. I'm a bit

that they can send someone out to 'cut' us off but not to read the meter or post us a key.

Do I follow up with a call to the Ombudsman tomorrow -any advice please?

**Daisy66** · 02-02-2012, 08:48pm

It's definitely time to throw your toys out the pram. Write a letter to the energy company, recorded delivery, stating that you have been trying to get a meter reading for x length of time, have made x number of phone calls, been promised a key x times, etc etc. I'd also phone the Ombudsman tomorrow and hang on until you speak to someone useful.

I doubt they would easily get a warrant to enter your home, given what you say. I'm sure it's just tactics, although I have no clue about the law really!

Good luck. Oh, and name and shame, I say!

**Gojira** · 02-02-2012, 09:13pm

EDF. I've drafted a letter and emailed it and logged a complaint with the Ombudsmen.
I'll post a copy tomorrow too and as 'Ian' has only left his mobile number and not a contact address -I won't be ringing him.

**suemarie** · 02-02-2012, 09:18pm

You can get hold of meter box keys they are pretty cheap too.

http://www.meterboxes.co.uk/content/...eID=2&CatID=29

DHh supplies some of the utilities companies & as such received loads of meter keys...quite handy for us as we are always misplacing them.

**donna-j** · 02-02-2012, 09:28pm

I used to use a knife to open mine, just slide the catch round.

**Funky Mum** · 02-02-2012, 09:38pm

I didn't think they could take cases to court based on estimated readings. We never used to be able to when I worked at a water company, because if the readings are too high the case would be thrown out.

Have they issued a County Court Summons? If they do that, respond to it by completing the Defence. They can't go any further then with regards to recovering the money until they've responded fully to your query and the case is either thrown out or supported by the judge. (Unless the law has changed over the last decade or so)

I'd be inclined to get completely snotty and keep asking to speak to a higher up manager and sit on the phone until they send someone out with a key. They'll have workers out in vans and they'll have mobile phones so someone, somewhere, should be able to drive over at a moments notice and read your meter.

It's not acceptable for them to keep sending out all this crap to you and then just apologise to you, they need to get their fingers out and actually DO something, too.

Regarding your email to the Ombudsman, yes, I would make a follow-up phone call tomorrow, just to make sure they've received and are acting on your email.

Hope you get it sorted!

ETA I think you're right in not calling the person call Ian - he could be anyone and you don't want to go round telling some strange bloke on a random phone number what dates and times you'll be in or out of the house.

**bubbasweet** · 02-02-2012, 10:02pm

I used to work for the telecoms ombudsman and i expect the procedure is the same. You need to write to the energy company, recorded delivery, stating the problems and telling them what you want them to do, and that you dispute the bill. Do not pay it. Then and then give them a chance to respond and rectify any problems. If they then don't do it you can go to the ombudsman. I know you've spoken to them loads but generally you need to put things in writing IME.

**Princess Lollipop** · 06-02-2012, 09:27pm

Slightly different as I escalated my complaint about our Home Insurance company to the Ombudsmen but my experience was very positive. They found completely in my favour and our Insurers ended up stumping up more as well as being fined by the Ombudsmen.

I dealt with them by phone, email and letter and just made sure that they had as much information as possible from the outset. I am positive this speeded things up.

**Gojira** · 06-02-2012, 09:46pm

Well we've paid them a huge amount £1000 as we know we owe them 'something' but not the huge estimated bill they keep sending us (TBH we think the £1000 should cover the lot). Mr G did this on Saturday by ringing them. We'll go and buy our own key if needed. Just very fed up with them.
All correspondance is by email, so at least we have a record. I got an email back today and they have said they won't send out a meter key. Despite promising to in at least 3 previous emails

. They also told me to phone 'Ian' but didn't know who he was

very unhelpful. I don't want to ring him TBH as I won't have a record of the conversation.
I'm going to ring the Ombudsmen tomorrow and see where we go. The law states they have to read the meter every 2 years and they haven't read it in years.