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    • I had exactly the same issues.   Grossly over estimated bills from January onwards.  Despite what they claim, they are effectively taking an interest free loan from their customer base to keep the company in business.   They can dress it up how they like.  It’s irrelevant if they reconcile the bills the following month because they just over bill again thus keeping a rolling interest free loan.   it took two months of constant badgering to be finally moved to a fixed DD.   Once that was done I didn’t care how much they over-estimated by.   I had raised a query with the ombudsman over the billing fiasco and they readied a complaint should I wish to proceed.   I thought everything was sorted until May/June whereby I was allegedly more in debt then I was expecting to the tune of an extra months DD.   On querying it, it transpired that even though I was on a fixed monthly DD, because the bill was generated less than 5 days before the DD was due to be taken they didn’t take the DD.   They offered £5 compensation by way of apology but wanted to take two months DD in June.  I told them where to get off.   With appalling customer service,  bills that you need a Maths degree to follow, and I do have one and still struggled, inability to follow through on any agreements, constant gross over-estimation, the missed DD was the final straw and I proceeded with complaint to ombudsman.   Prior to getting to that stage I had to quote Symbio’s own complaints procedure to them to get any sort of response.   Their final offer to me was £25 goodwill and to waive an exit fee. The offer was derisory given the time it had taken to get things sorted and the continuing ineptitude.  Also, the whole thing has dragged on so long (5 months) I was already in the final 49 days of my contract and therefore there were no exit fees to pay and therefore nothing to waive.   Anyway, upshot is, ombudsman found in my favour.  Ordered an apology and a goodwill payment. Symbio appealed but were told the decision stood.   This week I received the goodwill payment.   I promptly left an honest and truthful review on trustpilot.   The next morning I received an email from Symbio with an apology.   This was followed an hour later with an email from trustpilot saying Symbio had replied to the review.  On reading the response they have accused me of not following procedure and of cyber bullying.   The company is a complete joke.
    • why not simply tell you supplier they have the wrong meter number you been paying for usage , and ofcourse you can view this online too so its not as if you'll owe anything you might get a nice surprise and find you are owed a refund.
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    • I would add, many companies have done everything possible to manage and carry on in difficult Covid19 circumstances to supply customers with what they need.   Continually making excuses for delays is not what I'd want from an installer and maybe the £100 deposit is not so important.   Get this deposit back if you can but, more importantly, find a local installer recommended by family or friends to carry out the works.
    • Hello all,   I hope you can assist me, as I am quite lost and confused at the moment.   Two years ago I moved to my actual flat. Throughout this time I have been with EDF first and now EON. When I moved in, my landlord didn't quite know which one was my meter and I picked the one that I believed was mine (now reading you I know I should have done a burner test..). During this time, I have been paying my bills and submitting the numbers that I believed mine, which actually agreed with my consuming patterns.   Today, all the meters appeared with numbers, but the one next to the one that I was using, which appeared with a different flat number. As you might have guessed, none of them had my flat number. I have just made the test and it looks like that one may be mine.   Now, how should I proceed? I have been paying bills is not like I wanted to avoid paying, but clearly there has been an issue. Could you please advice me on how to proceed?   Lastly, in terms of meter serial number, the one that I was using matches my bill and I guess my neighbor bill. The additional doubt I have is, who is paying for my meter and why are they still providing me with gas if no one is paying the one that seems to be my real meter.   Many thanks!    
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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
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      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
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      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
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      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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cavity wall insulation guarantee

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I recently purchased a house which I am carrying out renovations to. The House had cavity wall insulation fitted in 1999, it carries a 25 year guarantee. Both the original installation company and the CIGA guarantee are in operation.


In starting the renovations we stripped some walls back to brick, exposing cavities around the windows. The cavity wall insulation is patchy in places and there is none at all in some areas (Big area). Also the Air bricks on the first floor were not sealed.


Before I contact the installer and CIGA I imagine they may try to wriggle on condition 2 of the policy

" The guarantee is not valid if the installation has been altered or disturbed after the installation was completed."


What would you suggest should be a reasonable counter should this occur? Because without exposing the cavity it would, without a thermal camera or signs of damp, been impossible to tell these issues existed! Yet condition 2 seems to be a catch all..?


I am in the process of raising the insulation to try to achieve Enerphit standard so I would hope that they would come back and refill the cavity properly under the guarantee.

Edited by juliusceasor
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The air bricks were room ventilation only not floor or roof ventilation. Windows were/are double glazed with trickle vents, to be changed for new windows later.

Edited by juliusceasor
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Ok - I would say under the warranty scheme you should make a claim for restitution.


It might be worth having a close read of the warranty as it might mention that it can't be guaranteed to cover the whole area. You should take pictures of the empty spaces as well for the record and should you need them at some time in the future.

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I didn't pay for the installation the previous owner did so Restitution wouldn't apply, would it?


The new policy gauarntee on the CIGA website is different from mine slightly but essentially the same.


These notes are for general guidance only, and you should refer to the CIGA guarantee for precise details of the cover on your installation. Each certificate has a unique number which should be quoted on all correspondence


Any claim under the Guarantee must be notified to CIGA within 25 years of the installation date.

All problems relating to the installation must be reported to teh installer as soon as practicable and CIGA must be informed if the matter is not resolved satisfactorily within 2 months.

The guarantee is not valid if the insulation has been altered or disturbed.
This is similar but refers to the insulation rather than installation.

Your statutory rights are not affected by the guarantee.

The guarantee remains valid for subsequent owners or occupiers of the property.

The maximum value of rectification work is £15,000.-
Mines £10,000

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Ah - sorry, but you can get it sorted under the guarantee. Which is why it is wise to have pictures, would the gaping hole you have found be classed as satisfactory by a normal person, no, so have a look at the sale of goods act as regards to 'fit for purpose' and 'of satisfactory quality'.

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Yes I agree I should be able to but were they to argue the clause 2 then my argument would be that the work I did may have disturbed some of the insulation but it could not have rendered the guarantee invalid because there is clearly areas where no insulation material was blown in. And yes under the sales of goods act then the original installation clearly was not fit for purpose or of satisfactory quality. Would you expect that to suffice along with photographs I really don't want to battle this through and hopefully I wont have to but a robust assertion of my rights to start should dissuade them from that approach was my thought?


Thank you for your assistance and congrats on the forthcoming 10,000.

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Thank you -


It depends on how much fight and if you think what is there is not value for money. Your choices are to give them a ring and ask for an inspection and see what they say, or/and get another company to give you a written quote for bringing up to standard.


You can then ask the original company to do the work or if they fail, get it done by another company and send the bill to them with refusal to pay ending up in court. If it's less than £5,000 that can be done on line simply and at very low cost.


I think I would call the company that did the original job and ask them out and then take it from there.

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