Neighbor's British Gas bill erroneously paid due to smart meter error: INVESTIGATION BY CRANE UNDERWAY
In a case that highlights the importance of standing up against billing errors, a 25-year-old PhD student from Cardiff found themselves embroiled in a dispute with British Gas over an incorrect energy bill spanning over a year.
The student's woes began when they received a bill two weeks later than expected, and for a longer period than usual. This breach of normal procedure was the first red flag. The figure British Gas currently claims the student owes is £630.83, a significant decrease from their initial claim of over £900.
Upon moving into their flat, the student did not have an in-home display, leading them to believe they were on an old-style meter. However, both properties involved in the building were equipped with smart meters, which allow for a minute-by-minute breakdown of energy usage. This discrepancy raised further concerns.
The student's flat was found to be wired to a different flat's meter in the building, causing them to pay for someone else's energy usage. Neighbours were also receiving bills for the student's energy usage, compounding the issue.
The student has been actively fighting British Gas for months to rectify the billing error. After eight weeks of unsuccessful attempts, they opened a case with the Energy Ombudsman. The Ombudsman's intervention led to further £100 compensation for the student due to incorrect information.
Despite the Ombudsman's recommendations, British Gas did not amend the starting reading. The student's final bill from British Gas showed they owed £51.24, a stark contrast from the initial claim. British Gas cancelled the initial bill and promised to send another, but failed to follow through.
The data from the smart meter could potentially reveal when the student is likely to be at home or not, raising a security risk. The student's electricity bill from British Gas was unusually high after a three-week absence over Christmas 2024, further fuelling suspicions of a billing error.
This case underscores the importance of consumers being vigilant about their bills and not hesitating to seek help when faced with an error. For those dealing with similar issues, here are some steps to follow:
- Search consumer forums and complaint sites like the MoneySavingExpert Forum for real customer experiences and advice on handling such cases.
- Use complaint tracking and resolution platforms like Resolver to manage communications and actions taken.
- Check official Ombudsman guidance and processes to ensure your complaint is properly submitted and handled.
- Contact British Gas customer services to verify meter information and account details.
- Search for news or official reports on similar cases to shed light on systemic problems.
In this particular case, the Energy Ombudsman upheld the student's complaint, asking British Gas to apologise, make a £200 goodwill payment, back-bill at a rate of 14.7 units per day, and amend the opening meter reading to 5185. The student is still waiting for British Gas to comply with these recommendations.
[1] MoneySavingExpert Forum: https://forums.moneysavingexpert.com/showthread.php?t=2083454 [2] Resolver: https://www.resolver.co.uk/ [3] Which?: https://www.which.co.uk/consumer-rights/regulation/energy-ombudsman [4] Energy Ombudsman: https://www.ombudsman-services.org/energy/ [5] Citizens Advice: https://www.citizensadvice.org.uk/consumer/energy/problems-paying-your-energy-bill/bill-is-too-high/
- In light of the student's ordeal, it would be prudent for consumers in the property industry to be vigilant and proactive about monitoring their energy bills, especially those in the finance sector who might be more susceptible to overpayments or under-billing.
- Given the student's prolonged dispute with British Gas, it is advisable for those in the energy sector to prioritize transparency and efficient resolution processes to maintain consumer trust and adhere to industry standards.
