I have been having problems with Extra Energy since 2015. It started when no one turned up to change the meter on the agreed date. Then, when I tried to change supplier, it transpired that Extra Energy had fitted the wrong meter.

LM, North of England

The supply was for a pub that you still own and that is next door to where you live. You had made enormous efforts to get a bill, but to no avail.

You requested to switch from Extra Energy in 2015 after receiving notice that your fixed-rate tariff was due to expire. However, this plan was thwarted by the delayed meter change. Your account then rolled over at a higher rate than you had been paying with your previous tariff.

Extra Energy then said that it would honour the original rates and offered to reduce the £2,626 bill by £429. It then paid you £100 for goodwill, but you wanted instead £1,000, which would allow something for “back billing” concessions. 

However, at the time these concessions applied only to domestic customers and very small businesses whose supplier had opted into the voluntary code for accurate billing. Extra Energy had not. 

New arrangements, albeit too late for your case, made the code compulsory for domestic consumers earlier this year and for small business customers from Nov 1 (see energy-uk.org.uk and ofgem.gov.uk).

There remained a lack of clarity about the bills and how the reduction had been arrived at. Further to my involvement, a further £150 was paid for goodwill and the bill explained. You remained unhappy.

The energy ombudsman said it was too late for it to deal with the meter exchange problems and other issues dating back to December 2015. It did say it was disappointed that Extra Energy had not signposted you to its service earlier.

It also said that while it accepted there were clear shortfalls in Extra Energy’s service to you when it failed to issue timely bills and use the correct address, the resolution I had achieved for you was worth more than the award the ombudsman was suggesting.

You considered taking the matter to court but in the end accepted the £150.

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