You’ve done your absolute best to talk to your energy supplier but they just won’t help – where do you turn? One of our clients in supported living accommodation was referred to us because their energy supplier was taking regular meter readings but the client was still receiving estimated bills.
Our community-based energy adviser paid them a visit and contacted the supplier on the client’s behalf. They immediately faced a challenge because the customer service team would not acknowledge that the meter reading had been submitted by their registered meter reader. The promised call back to the client to resolve the issue did not materialise.
This frustrated client was visibly upset when we visited and finding the whole situation emotionally challenging; as a vulnerable wheelchair-user, she was finding her day-to-day wellbeing was affected and she felt unable eve to try to talk with the supplier anymore. Because of the energy company’s poor customer service, the client asked to switch to one that could provide accurate quarterly billing, take regular meter readings, and accept payments at the post office.
Sadly, unresponsive energy suppliers are not uncommon in our experience. Our adviser visited this lady four times at home and made numerous calls to the supplier, finally raising a format complaint after which the company did acknowledge their shortcomings and committed to conduct meter readings in future. They also offered £100 compensation which the client accepted. Reassured by the formal response, this client decided to stay with their current supplier as long as they continued to produce accurate quarterly bills.
