A resident in a new-build housing development in Shropshire has been penalized with a 19% tariff increase after British Gas incorrectly registered energy meters to wrong addresses. The mix-up has led to residents being billed for each other's energy consumption, with some potentially facing significant overcharges.
Meter registration errors in new-build estate
The resident, identified as CG, moved into the development seven months ago and realized British Gas was sending energy bills to the developer instead of to her. After finally persuading the company to put the account in her name, she attempted to set up a direct debit, but British Gas sent her bank details to the developer and continued billing the developer. Subsequently, the company began billing her for a meter with a different reference number than her own.
It emerged that her newly installed meter, along with those of her neighbors, had been registered to different addresses across the estate. The development is still under construction, and all six occupied properties are believed to be affected. Given that charges are estimates and properties range from five-bedroom houses to two-bedroom social housing, some residents may be significantly overcharged.
British Gas acknowledges the issue
British Gas confirmed to the Guardian that it has identified that the meters of all homes it supplies on the estate have been mixed up. A spokesperson stated: “Energy meters for new-build properties can sometimes be registered incorrectly following construction when a plot number is assigned to the wrong address.” The company noted that CG's meter has now been correctly assigned, and it is correcting neighbors' meters on the national database.
Tariff increase and compensation issues
British Gas offered CG compensation for the data breach involving her bank details but closed her complaint about the meter mix-up. When she informed the company that she was canceling her direct debit to avoid paying someone else's bill, British Gas warned that this would result in a higher tariff. Indeed, her tariff increased by a total of 19% because she forfeited the direct debit discount.
CG is reluctant to reinstate the direct debit until she receives a revised bill showing her household's actual consumption. However, British Gas has stated that her payment for energy that may or may not have been used by her is overdue and will incur a £13 surcharge if not paid promptly. Three months after the initial contact, she continues to receive contradictory bills and is still waiting for the promised compensation.
