Local charity wins ‘victory for fairness’ over energy companies
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A MORAY charity has helped drive a change for some of Scotland’s energy customers that will lead to more money in their pockets.
Keith-based REAP provides free and impartial energy advice across Moray. Thanks to one of its clients and the persistence of one of its energy advisers, some energy companies will now have to refund unfair charges.
Tracy Watling, a REAP energy adviser, said: "A Moray resident contacted us for advice because they were being charged two standing charges by their energy supplier.
"We all pay a standing charge – it’s the daily fee for having access to our energy supply and we pay usage costs on top. For customers with electric heating, that should be one charge."
It turned out to be far from simple to get the customer’s bills corrected. After several phone calls to the energy company involved, Tracy contacted the regulator Ofgem to check the grounds for a complaint. When the energy company contacted Ofgem to claim it was interpreting the rules correctly, things started happening quickly.
Tracy added: "All of a sudden, we heard that not only would our client be refunded, but that all the company’s customers in the same boat should be automatically refunded.
"This will not only affect the one company I was dealing with but all energy companies who have thought they could get away with charging twice for the standing charge. All these providers, not just locally but nationally, will have to update their terms and conditions and refund their affected customers.
"It feels like a real victory for common sense and fairness. We are delighted."
The issue of double charges can arise when customers switch from a "dynamic" or "exotic" tariff – typically but not exclusively SSE’s Total Heating with Total Control (THTC) – to a different company. THTC households have two meters as they pay electricity at two different rates – but they are never charged two standing charges.
REAP said people in this situation should check their bills now. If there are two electricity standing charges listed, they should be in line for an automatic refund. If these customers don’t hear from their energy company in the coming weeks, they are urged to contact their suppliers.
Although REAP’s office is closed due to coronavirus, the charity is still very much open and busy responding to the effects of the pandemic by phone and email.
REAP manager Ann Davidson said: "We know that more people than ever have money worries just now. We are here to help.
"We know people may be facing redundancy or are about to have furlough payments reduced. Others are having to stay at home and are using more energy as a result.
"Energy companies have pledged not to cut anyone off during the pandemic, but if you are worried about fuel debts or you can’t afford to top up your pre-payment meter, please get in touch. REAP can go over the situation with you, help with contacting your energy supplier and help access any grants available for your situation."
All REAP’s support is free and confidential, funded through the Energy Redress Scheme, the Adams Family Foundation and Beatrice Wind Farm Fund.
Email info@reapscotland.org.uk or phone the office on 01542 888070 and leave a message. Messages are checked regularly between Mondays to Thursdays.
