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Settling energy bills correctly when you change addresses – it’s the big switch that’s more prone to mix-ups and worries than most for consumers and especially so when a move into care is involved. Joyce Thomas struggled with the process, but this week is celebrating after receiving a very welcome £668 refund for the credit remaining in her dual fuel account and “knowing everything is sorted once and for all,” she told Crusader after coming to us for help.
Her house was empty from August last year when she moved into care and when it was sold in March. Throughout the period she kept her provider E-on UK updated. “No energy was used while the property was empty. I organised for readings to be sent in July, then November and March, the amounts were identical,” she added.
If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk
“I did not receive an account so I also sent £348 to cover any outstanding debt. Then in late April I got a letter asking for a meter reading, but the house has a new owner and I am in a care home so I just don’t have the means now. I’m finding the matter very stressful.”
Joyce had done really well by keeping a written record of her attempts to solve the problem and paying a sum that would more than cover the standing charges she would be liable for.
It all made it easier for E-on to find out what had gone on, and when we asked it did so very quickly with the terrific results of the £668 refund plus a £75 goodwill gesture. [name has been changed]
If you are moving addresses, protect yourself in advance by assuming things might not go smoothly. Keep your energy supplier updated, highlighting your current address, even if you don’t get a response. If there is a period where the property is empty, keep the readings going and be aware you will have to pay the standing charge during that time.
