Andrew’s energy supplier problems solved

In June 2023, Andrew had received a number of large electricity bills totalling £2,700. Since October 2020 he’d had a faulty meter. Although he’d contacted his supplier a number of times, due to poor communication and missed engineer visits, the meter remained faulty. Andrew had been reassured by the supplier that the issue would be resolved and he would not be liable for any arrears from this period. Nonetheless, he continued to report the issue and wait for a response. In May 2023, the meter was finally fixed, triggering ‘overdue’ bills. As a single parent with a young child, and a number of complex health conditions, the stress of the situation had a detrimental impact on Andrew, leaving him anxious and distressed about the potential of having to find the money to pay this large debt they were being chased for.

We raised the problems with the energy supplier and were immediately able to have £1558 written-off, according to Ofgem back-billing rules. However a balance of £1142 remained. We outlined the various options to Andrew and he decided to pursue the issue with the Energy Ombudsman, although they did not feel confident to do this themself. We worked hard to pull together all the evidence and documentation involved in the case and submitted a complaint on the his behalf.

After consideration by the Ombudsman, based on the evidence we provided of the supplier’s various failings and promises not to charge Andrew during that period, they found in Andrew's favor. As a result, the remaining balance was written-off entirely and a goodwill gesture of £220 was provided to Andrew in recognition of all the distress caused.