healthier, happier and richer

Millions of energy customers in the UK are paying more than we need to. The Competition and Markets Authority says in a report out this morning that:

“95% of dual fuel customers on standard variable tariffs would have saved £158 to £234 a year if they had switched provider between 2011 and 2014”. (http://www.bbc.co.uk/news/business-31512878)

So why don’t more of us shop around? Based on my own experience, that’s easy to answer. Because trying to switch energy supplier is a nightmare.

I moved into a new flat at the end of June 2014. The previous tenant got gas from British Gas and electricity from Eon. I decided to move to Ovo Energy, and signed up for their renewables plan (http://www.ovoenergy.com/smarter-energy/renewable-energy/ ) at the end of August. I set up a direct debit with them, and sent them the meter readings and meter numbers. They said that they would do the rest.

But I am still getting bills from Eon and British Gas. One from British Gas was for over £100. I had used two units of gas in July and August before signing up with Ovo, so a £100 bill seemed a touch high. I said in an email to the company that I am now paying Ovo, but that I’d be happy to pay British Gas for the two units. I got no reply from British Gas. Instead, I got a letter from a debt collection agency, telling me to pay £62 for gas, plus a legal fee. Otherwise the bailiffs will be round. They sent a letter rather than an email, presumably so that I get the message that they know where I live.

I rang the agency. A polite woman said that she would note down all that I said, but that the agency does no enter into disputes between consumers and companies. (Sending bailiffs round to seize property could be seen as a way of entering into a dispute, but I didn’t say this to her.) I emailed British Gas telling them to stop threatening me, and repeating that I would pay what I owed them – though not the legal fee. Again no reply from British Gas. Instead, a phone call from a different woman from the agency. She said that she was ringing to discuss the money I owe British Gas, but that she could not do so unless I gave her my details – where I live, date of birth etc – to meet data protection rules. I told her that I was not willing to give any details to someone who phones me up.

Meanwhile, Ovo have been in touch:

“Having checked the National Databases for both gas and electricity Ovo Energy is listed as the current provider for both supplies for your property.

It is possible that the National Database is holding outdated or incorrect information and it would be great if you could provide us with a photograph of both your gas and electricity meters clearly displaying the Meter Serial Number, or MSN, so we can look into this for you.

Each gas and electricity supply in the UK has a specific number. The electricity meter point administration number, or MPAN, we have for your property is 1013089695837 and the gas meter point reference number, or MPRN, is 3048677303. These numbers are not the same as the Meter Serial Numbers on the meters themselves.

If the supplies British Gas are attempting to charge you for are related to the same numbers then they are mistaken, OVO is the supplier and you have already paid for this energy. If these numbers do not match those provided by British Gas then an error on the National Database will need to be amended.

Rest assured that you will never be expected to pay for the same energy twice. The sooner we receive those photos the earlier we can investigate this issue.”

Ovo also reimbursed me some money, even though I had not asked them to. So I’m an Ovo fan, for the moment at least. But I’m not a digital camera fan – I prefer to be old fashioned and look at the world. I looked at the gas meter to see if I could identify anything that might be a gas meter point reference number. (I’ve given up on trying to change electricity suppliers for the moment…). I couldn’t. So my (modern) son took a photo of the gas meter when he came to stay, which I emailed to Ovo and British Gas last night.

This morning I got a very helpful email from someone at British Gas.

“Thank you for replying with the photo of the gas meter.

I’ve checked the National Database and see that your Meter Serial Number (MSN) 905826 is updated for the property 12/UPSTAIRS FLAT STANHOPE. Your Meter Point Reference Number (MPRN) is 3048677408. We’re the current supplier at this property.

The MPRN given by the OVO Gas Ltd is registered for the property 12/DOWNSTAIRS FLAT STANHOPE and the MSN number is G4A00930620101. The gas supplier at this property is OVO Gas Ltd. May be the OVO has taken the gas supply for the incorrect property, please contact OVO Gas Ltd and ask them to send us a notification to take over your energy supply from us. “

So, the conclusion from my experience is tha if you want to switch energy suppliers in the UK, you need to have great patience, a desire to learn about MPRNs, MPANs, MSNs and no doubt other acronyms, and a digital camera.

I’ll update this post if I ever get to the end of this process. Unless the bailiffs have got my laptop by then…