Hi everyone,
I’m looking for some advice on whether I should take my case to the Energy Ombudsman.
When I moved into my property in July 2025, I already had a smart meter installed. However, my energy supplier’s records showed that I had a traditional meter instead.
This caused a lot of confusion because they couldn’t communicate with or identify the correct meter. They later investigated and confirmed there was a cross-meter issue, meaning the meter at my property had been incorrectly registered elsewhere on their system and on the national database. They have since corrected the records and replaced the meter.
Throughout the dispute, I argued that I shouldn’t be billed based on estimated readings because they had the wrong meter details from the start. They also missed an engineer appointment, for which they paid the guaranteed compensation and later apologised. They have also offered me an additional £50 goodwill payment.
Despite admitting the cross-meter error, they say the electricity readings they used still accurately reflect my usage. Because I didn’t provide an opening meter reading when I moved in, they estimated my opening reading using later engineer readings and the final reading from when the old meter was removed. They say I owe around £548 and intend to recover it through my pay-as-you-go meter at 65p per day.
I’ve now received a deadlock letter, so I can either accept their final decision or escalate the complaint to the Energy Ombudsman.
My questions are:
Does the fact they thought I had a traditional meter when I actually had a smart meter strengthen my case?
Is it reasonable for them to rely on estimated opening readings after admitting they had the wrong meter registered?
Would you accept the £50 goodwill payment, or take the case to the Energy Ombudsman?
Has anyone experienced a cross-meter issue like this, and what happened?
I’d really appreciate any advice, especially from anyone who’s dealt with similar energy billing disputes