Energy bills force us out of our home: E.ON’s prepayment meter to blame.

My daughter and I spent a total of 11 years on the housing register before finally being allocated a flat in September of last year. Little did I know, the previous tenant had left a debt of £2,000 with the gas supplier, E.ON, resulting in the installation of a prepayment meter. Every time I topped up, a significant portion of my money would vanish and the gas supply would constantly cut out. E.ON’s response to my complaints was utterly clueless.

By December, the lack of reliable heating forced us to vacate the flat. E.ON’s proposed solution was to mail a new top-up card during the Royal Mail strikes, but when it finally arrived, it didn’t work. It wasn’t until I reached out to Citizens Advice that E.ON discovered the debt associated with my account. They removed the debt and promised to send a new top-up card, which never arrived.

I took my complaint to the ombudsman, who, in March, instructed E.ON to install a credit meter. The ombudsman also ruled that the deductions made from my top-ups should be reimbursed and compensation of £150 should be paid.

All E.ON has done is provide the £150 compensation. The meter still shows a £60 deficit and the gas supply remains disconnected. I’ve been paying £135 in weekly rent for a property that I can’t live in, while sharing a bedroom with my 12-year-old daughter at my dad’s house. I’m feeling utterly hopeless.
JH, Ashford, Kent

Just when I thought I had experienced the worst of customer service, a story like yours comes along and reminds me that corporate incompetence knows no bounds. Your months of suffering were caused by a small administrative error. Mistakes happen, even to the best of us. However, what is truly unforgivable is the lack of initiative or common sense displayed by anyone at E.ON in resolving the matter, especially after the ombudsman revealed their failures.

When you moved in, you promptly informed E.ON about your tenancy. Regrettably, E.ON now admits that this information was not recorded properly, resulting in the addition of your predecessor’s debt to your account. When an energy account is in arrears, a third of each top-up is deducted to repay the debt, causing your credit to deplete faster than you could afford.

This mistake essentially rendered you homeless, and it was only the prospect of negative publicity that motivated E.ON to take action.

The meter has since been replaced and the deductions have been refunded. You have finally received the letter of apology that the ombudsman had ordered back in March. Seven months after being forced out, you are now able to move back into your flat.

Considering the circumstances, the £150 compensation is hardly sufficient. However, since you accepted the decision of the ombudsman, the case is closed. To pursue further reimbursements, you would need to go through the small claims procedure. Additionally, your landlord should be held accountable for leaving you to bear the consequences of the previous tenant’s actions. You have filed a complaint with the housing ombudsman.

Another social housing tenant, KL of Derbyshire, is also facing financial loss due to a prepayment meter. Since January, she has been trying to claim the remaining £140 credit on her meter from Ovo, her previous energy supplier. She writes, “I have lost count of the hours I’ve spent attempting to retrieve this money from Ovo. They have repeatedly assured me that a check was sent, but it never arrived. I am saving this money for my funeral as I am seriously ill and I desperately need it.”

Ovo claims that they sent the check to KL’s old address, unaware that she had moved after switching suppliers. However, this explanation contradicts the fact that if she had changed suppliers, Ovo would not be responsible for holding the credit. At my request, an official from Ovo contacted KL and she stated that the check had not been sent after all. It has now been sent, along with a goodwill gesture of £250.

Bouquets for a Kind Waitrose Driver

Last week, my grandmother had a nasty fall, and I decided to order some treats and flowers for her from Waitrose. The delivery driver, John Norris from the Walton-le-Dale store in Lancashire, went above and beyond. Noticing her injuries, he took the time to talk to her and assist with her shopping. Later, he returned and informed her that the flowers were on the house. As a result, I received an £8 refund. My grandmother was absolutely thrilled.
HS, Edinburgh

This heartwarming story captured my attention, and I reached out to Waitrose for more information. Your grandmother was indeed fortunate to have John Norris as her guardian angel. According to a spokesperson from Waitrose, their staff, who are co-owners of the business, establish strong relationships with regular customers and understand that for those who are unwell or lonely, their services go beyond delivering groceries. A friendly face and a brief conversation are often just as appreciated as the items being delivered. Staff members have the authority to offer small gestures and gifts to brighten someone’s day at their discretion.

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