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E.ON Company Rep: Malc

Customer Service Rep

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Everything posted by E.ON Company Rep: Malc

  1. Hi Liv001 You're right, we've signed up to the Warm Home Discount scheme to help our customers with their winter energy bills. There's two parts to the scheme so thought it might help if I fleshed it out a bit. The 12 July 15 date refers to the 'Core Group.' These are the customers identified by the Department of Work and Pensions (DWP) has automatically qualifying for the payment. These customers didn't need to apply and, if they haven't already, will receive a letter this month from the DWP with instructions. These letters will have a reference number beginning with either a 'M' or 'U.' Customers with numbers starting with 'M' don't need to do anything. If we supplied the electricity on 12 July 15, we'll pay the discount by 31 March 16 at the latest. Earlier in many cases. If, though, the number starts with a 'U' they'll need to contact the DWP using the number on the letter. It's important they phone asap as delaying might mean missing out. There's a second 'Broader Group' but here customers who believe they're eligible need to have already applied directly to us. We stopped taking applications under the 'Broader Group' on 16 November 15. Again, payments will be made to all eligible customers by 31 March 16 or before so they're in time to help with winter bills. For credit customers, we'll add the discount to their accounts. They'll be able to see it on their next bill or, if registered with our website, online. They'll also receive a letter from us to let them know we've made the payment. Customers with prepayment meters will receive a letter with a voucher. They'll need to take this to a Post Office along with their meter key and some ID. The discount will be loaded on to their key. We'll still pay customers qualifying in the 'Core Group' even if they've changed supplier recently. Provided, that is, we supplied the electricity on 12 July 15. Those changing supplier before this date will need to talk to whoever supplied the electricity on 12 July 15. If, though, customers in the 'Broader Group' have changed supplier before we've given the discount, they'll need to contact their new supplier to see if they're still eligible. As you say, for the 'Broader Group,' different suppliers have different qualifying conditions. Applications can't be transferred between suppliers and a new request will need to be made. Similarly when moving home. Provided we supplied the electricity on 12 July 15, 'Core Group' customers will receive the payment from us. It's important to let us have details of the move, particularly a forwarding address, in case a cheque needs to be sent. 'Broader Group' applications are linked to addresses/account numbers. Moving home before the discount is given will mean the application will be closed and we'll be unable to make the payment. The Warm Home Discount scheme will be extended until the winter of 2020/21. As above (post 9), we won't have details for 2016/17 until next Spring but customers can apply now (there's a link to the relevant bit of our website in post 11 above). We'll be in touch by June 16 with details. Hope this is of interest. Let me know if you need any more information as happy to help. Malc
  2. Sorry for the late reply citizenB. Not been 'Cagging' for a few days. Happy to keep the Forum up to date about our Warm Home Discount scheme. I've popped it in my diary as a recurring appointment so I can keep on top of this. If I'm not around, our website is always up to date with the latest developments. The Warm Home Discount page is at the link below. https://www.eonenergy.com/for-your-home/saving-energy/need-little-extra-help/warm-home-discount Hope this helps. Malc
  3. Good news on the payment being added to your account ThedaBara. All customers we've accepted for the 2015/16 scheme will have their payments by 31 March 2016. For the benefit of others, we stopped taking applications for the 2015/16 scheme yesterday (Monday, 16 November 16) as we've reached our maximum number. We'll be unable to put through any applications received after this date. The Energy Company Obligation is still ongoing though. Like Warm Home Discount, this is another Government led scheme. This one aims to cut usage by providing help with energy saving stuff like loft and cavity wall insulation. There's more information about both schemes on our website. Customers who qualify for Warm Home Discount through the 'Core Group' automatically receive the payment so don't need to apply. Those in the 'Broader Group' need to apply each year. These applications are dealt with on a first come first served basis so it's best to register early. This can be done through our website now. We won't have details of next year's scheme until Spring 2016 so don't worry if you don't hear from us for a bit. We'll be in touch by June 2016 with the details. Glad you've received the 2015/16 payment ThedaBara and hope the above is of interest. Malc
  4. That's fine autechre, happy to reply. Just to confirm, we won't forcibly enter properties without a warrant. Once we have one, we'll visit the property within 28 days of it being issued. If we do need to force entry, we'll use a locksmith so the property can be left safe and secure when we're finished. As above, I'm unable to comment on individual cases as each is different. The Warrants Team I mentioned will, though, be able to explain the full sequence of events including the various letters you've received. They'll also be able to give you details of the Court where the warrant was issued so you can see a copy. Sorry I'm unable to help further autechre but this has gone way beyond my level now and that's why I'd encourage you to make contact with the Warrants Team. They're open from 8am to 8pm Monday to Friday and between 8am and 2pm Saturdays. Contact details will be on the paperwork we've given you. Malc
  5. Hi autechre I'm sorry you feel we haven't acted correctly. Not sure of the details but thought I might be able to point you in the right direction. The £60 you mention sounds like the Pre-disconnection fee. This covers visits to your home to try to sort out an arrangement to collect the money owed. This includes looking at the possibility of fitting Prepayment Meters. We send letters before this to let you know about an impending visit. If you weren't in when our representative called, they'll have left a letter letting you know we might apply for a warrant and the options available to you. I suspect, as we didn't hear from you, the original court hearing went ahead and a warrant was issued. We certainly wouldn't have entered your property without one. Must admit, I'm not sure about the other letters you've received talking about alternative dates. As your account has gone this far, it'll now sit with our specialist Warrants Team. These are the ones to contact. They'll explain the sequence of events. Let them know if you believe we haven't followed the correct procedure at any point. It takes a fair amount of time to reach the warrant stage and is preceded by quite a few letters, emails (if appropriate), phone calls and visits. All this will be detailed on your account so the complete picture can be seen. You can have a copy of this by asking for a Subject Access Request (SAR). There's a £10 charge for this but it will help you see what's gone before. Ask for a complaint to be raised. If we're unable to resolve this, you can go to the Ombudsman for an independent review. This is 56 days after the complaint is raised or where we've offered a final resolution which you've rejected. In this case, ask for a 'Final Resolution Offer letter.' This will let you go to the Ombudsman straightaway. Sorry for the speculation autechre but hope this points you in the right direction. Malc
  6. Hi POTR and sorry for the late reply. Just noticed your post. To be honest, this sounds more like a crossed meter than an Erroneous Transfer. A crossed meter is where two or more meters in close proximity have been attached to each other's Meter Point Administration Number (MPAN). Sorry to talk industry jargon. The MPAN is the unique supply number used to identify electricity meters at every property in Great Britain. If we're the registered supplier to one of the meters involved, we've a specialist crossed meters team who'll help sort this. These are the ones to talk to. It's great you've taken photos of the meter. It'll help move things along if you send these to us along with the meter serial number. Also, please let us know the full postal address and where the meter is as well as up to date readings. We'll make sure the meter details are amended to match the MPAN and update the national database. Where we're the supplier, we'll sort out the billing to make sure we're charging the right meter to the readings provided. You can email the photos as an attachment through our website or use one of our social channels if this is better. We're on twitter (@eonhelp) and facebook (EON energy UK). Hope this helps point you in the right direction POTR. Malc
  7. Hi Pudwud100 You're spot on. We'll have the relevant dates you started and closed the account. You can refer this company back to us or talk to us about a payment arrangement. A formal arrangement with us would end third party involvement. I think the 12 months fkofilee mentions is the Billing Code. This applies where we've failed to send a bill or charged accurately for 12 months. If we haven't, any unbilled energy used more than12 months after the problem is fixed won't be charged. If you were receiving bills during your occupancy, I doubt this applies. Each case is, though, looked at individually so talk to us if you're in any doubt. Hope this helps. Malc
  8. Morning edd As I mentioned in post 12, sounds like LCS are doing a blanket search to try and find those responsible for the energy used before you moved in. If the bill isn't in your name and the usage was before your time at the property then, I agree with our advisor, the debt won't be yours. Malc
  9. Hi edd and thanks for coming back to me. You mentioned before about raising this with our complaints team. What was the outcome? Were you able to let them have sight of the documents I talked about? Are the bills for the previous occupier actually in your name? If they are, this can soon be sorted by seeing these documents. Sorry for all the questions edd. Malc
  10. Hi eddy This sometimes happens where responsibility for properties changes hands and we're not given all the details or receive the wrong information from one of those involved (landlord/letting agent/previous occupier etc). Don't worry, sight of the Tenancy Agreement/Proof of Sale document usually sorts this. We'll only need to see the bit confirming the dates and no other personal detail. When you set up your account on 15 December 14, did you give us or even know a forwarding address for the previous occupant? Lack of forwarding addresses is often a cause of this type of issue. LCS may be searching for the previous occupier by writing to a number of different people associated with the property. This can include landlords, letting agents, former and current occupiers/owners etc in an attempt to find the person responsible for using energy during a particular period. Only guessing, though, as it depends on the individual circumstances. As you've contacted our complaints team, one of our Resolution Managers will be in touch. Might be an idea to have the documents mentioned above handy as this will speed things up. Sorry if I'm barking up the wrong tree here eddy but hope it helps. Malc
  11. Thanks for letting me know Writerchris. The more information you can give us the better. Sorry for the late reply. Been out of the office for a week and a half. Malc
  12. Hi Writerchris I agree with Staraker, best to talk to us rather than the DCA. They'll only have limited information and won't be able to see the account history. In the meantime, I'll try to give you a few details of what might have happened here. Where an account closes due to a bereavement, we've a dedicated team who deal with the executor of the estate. The account will be closed down and a final bill issued and sent to the executor. A new account will be opened to cover ongoing usage. This will be set up based on the details we're given at the time. If this covered the period between the closure of the deceased account and when the new tenant took over responsibility, I suspect this is what the DCA is referring to. If we weren't given a named account holder or details of a landlord/letting agency, the account will be in the name of the occupier. Before passing an account to a DCA, we'll send many bills/reminders/correspondence. It may be this was going to the property. Did you pick up any mail from us at the property before the new tenant moved in? When an occupier account is passed to a DCA, they sometimes do a blanket search to identify anyone connected with the property. They'll then send letters to each person identified to ask for details about who was responsible for the period in question. These may be the letters your tenant has received. Did you let us know you had bought the property and were responsible for the energy between the purchase and the new tenant moving in? Did you or the new tenant contact us once responsibility for the property changed? Each contact would've kick started a new account based on the details provided. If your new tenant has an account in her name to the dates/meter readings given then this is what she'll be responsible for. As above, talk to us about the period between your purchase and the new tenant taking over. Sorry for all the questions and if my speculation is wide of the mark. Just trying to work out what might have happened here. Malc
  13. Hi phatram Just thought I'd pop on and advise that we're a completely different company to npower. No links whatsoever. Hope this helps phatram. Malc
  14. Hi the_gooner and welcome to the Forums. I'm sorry your elderly relatives have been without heating for such a long time. As rebel11 says, Home Energy Services (HES) are an independent company and no longer have any connection to us. We sold our Central Heating business to them in April 2013 and they've taken over all our old central heating contracts. They've their own separate complaints procedure as rebel11 outlines. I'd follow rebel's advice. You can email them at [email protected] or phone 0345 872 8636 between 8am and 8pm Monday to Friday. They've also their own website as below. http://www.homeenergyservices.co.uk/ Hope this helps point you in the right direction and you're able to sort something out. Malc
  15. Hi ABUD and welcome to the Forums. Thought I'd pop on and confirm rebel11's sound advice. We sold the Central Heating business in April 2013 to a new independent company called Home Energy Services. This company have taken over all our former Central Heating contracts, both practically and administratively. They've their own separate complaints procedure and I'd do as rebel11 says and raise a complaint. You can email them at [email protected] or phone 0345 872 8636 between 8am and 8pm Monday to Friday. They've also their own website as below. http://www.homeenergyservices.co.uk/ Hope this helps point you in the right direction and you're able to sort something out. Malc
  16. Hi Syntha6 and thanks for replying so quickly. Estimated readings are based on the usage history we hold for individual properties. As all your bills were estimated, they would've been based on the information we already held rather than your specific pattern of usage. It's only by giving regular meter readings that billing can be kept accurate. It looks like it was only when we received an actual reading at the end of your tenancy that the billing/usage was brought up to date. Our Monthly Direct Debits are reviewed quarterly and we let customers know if we think there should be a change. I suspect the increase from £52 to £72 was down, at least in part, to a price increase. All electric properties, especially those with electrical heating, can be expensive. To try and offset this a little, Economy 7 meters are designed to give 7 hours of cheaper off peak electricity at night. This is for all usage. Day usage, though, is charged at a premium rate. As such, it's best to use as much as possible during the cheaper hours. If you weren't doing this, it's likely this will have added to the costs. Sorry Syntha6, I know this is like shutting the stable door after the horse has bolted, but thought it might help to explain higher bills and give you a heads up should you come across Economy 7 meters again. I do understand the shock suddenly receiving a large bill can cause. As I said above, talk to us if you would like to set up a payment arrangement to spread the balance over a more manageable period. Malc
  17. Hi Syntha6 Many thanks for answering the questions I asked. As the bill is based on actual meter readings at the start and end, the energy will have been used. Also, as we've read the meter at various times, I doubt if the billing code will apply here. Sorry but need to ask a few more questions. You mention in your first post you were paying £72 per month. Was this part of a formal payment arrangement like a Monthly Direct Debit? If there was a payment arrangement in place, was the account in debit at any time during your tenancy? Your bills will show this. Also, during the 2 years or so we supplied your electricity how many bills, apart from the final bill, were estimated? Again, your bills will highlight this. Was the flat all electric including both the heating and water heating? What type of meter is at the flat? Is it an Economy 7 or another type of multi-rate meter? Look forward to hearing from you Syntha6. Malc
  18. Hi Syntha6 Hope you don't mind but need to ask a few questions. As rebel asks, during your tenancy, have the bills been based on actual meter readings or estimates? If mainly estimated, I suspect we've sent a catch up bill now we've received actual readings. Did you give us readings when you moved in and moved out? Have our meter readers attempted to read the meter? Is the meter inside or outside? Although our meter readers try to read meters a couple of times a year, it's always best to let us have readings on a more regular basis. This keeps things accurate. Without meter readings, we rely on estimates based on the usage history we have for the property. This can lead to inaccuracies particularly when circumstances change or people move in/move out. There's several ways to send us readings including online via our website, through our phone app, by email or by phone. Readings can be sent through our facebook and twitter channels too. If the opening and final meter readings are accurate, it looks as though the energy has been used and we'll be looking for payment. Talk to us if you're struggling with this. We'll be happy to look at setting up a payment arrangement to spread the balance over a more manageable period. The Billing Code rebel mentions applies where we're at fault for not billing a customer. In these cases, we won't charge for energy used more than 12 months before the billing was fixed. Sorry for all the questions Syntha6. Trying to build up a picture of what might have happened. Malc
  19. Glad it's all sorted Dean and thanks for letting me know. Have a good weekend. Malc
  20. Hi sillygirl1 I'm sorry I missed your post previously. Did you move out of the property or change supplier in May? If you moved out in May, did you let us have the details then? If you did, the account should've been closed and a final bill sent. If not, it can still be done now and backdated but we'd probably need sight of a document like a Tenancy Agreement, proof of sale, council tax bill etc to confirm the dates. Depends on the individual circumstances. If you changed supplier, have we sent a final bill yet? Sorry for all the questions. Not sure from your post what's happening here. Malc
  21. Hi Dean I do understand the frustration caused when waiting for phone calls to be answered and I'm sorry you've had such difficulties contacting us. If you've sent the letter to our general correspondence address, it will be answered but there's a bit of backlog with letters at the moment. As a result, it may be a few days before you receive a reply. As I mentioned above and as our advisor said, your case needs to be dealt with by a specialist team. They've more system access than general advisors and will be able to move this forward. I've just tried the number and there's no waiting time at present. Alternatively, as nottslad says, pop your details on a Private Message and I'll either arrange a call back or phone you myself and put you through to the relevant team. It's important we both agree to the payment arrangement and this is set up on our system. Without such a formal arrangement, debt follow up will continue. Don't know if you're aware, but several UK water companies support trust funds which can be used to cover essential bills such as energy bills. Depending on who supplies your water, help may be available through these trust funds. Might be worth a call to your water provider. Hope this helps Dean. Malc
  22. Hi maggiec To be honest, I'm not sure what's happening here. If I might speculate a little. When there's a change of tenancy, the existing energy supplier continues to supply the property under what's known as a deemed contract. This makes sure there's no disruption to the supply when properties change hands. Do you know if your friend or the previous occupier has changed supplier? If not, then it's likely we're still the supplier. Did your friend/housing association let us or British Gas, if they're the supplier, know when they took over responsibility for the property. If they did, the old account will have been closed down and a new account set up for your friend. As a result, your friend will only have been liable for the electricity used from the time they took over. If not, they'll continue to receive bills and follow up for the previous tenant. If they let us know of any changes, we can make sure the account is set up correctly. Sight of a Tenancy Agreement will help. Or, as conniff says, a Council Tax bill. I'm afraid, though, without contact from your friend, we'll continue to send correspondence to their address. Really sorry if I'm totally wide of the mark here maggiec. As I say, I'm speculating rather a lot. Malc
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