Jess Bramley, 31, and Jonathon Williams, 33, thought they had stayed with their energy supplier, EDF, after moving to a new home. However, they started receiving gas bills from Scottish Power despite never setting up an account with them. The situation escalated when they received a welcome pack from Scottish Power after living in the property for over a year. They were shocked when bailiffs arrived at their doorstep demanding repayment, with Jess even facing them while breastfeeding. The energy ombudsman intervened and confirmed that EDF was the sole supplier to the property, leading Scottish Power to issue an apology and cancel the bills.
The couple felt overwhelmed by the situation as they were dealing with a newborn baby and were trying to buy a house. Despite having budgeted for energy expenses, the unexpected bills from Scottish Power created financial strain. They moved to the three-bed property in 2021, intending to continue using EDF as their supplier. However, they soon began receiving bills from Scottish Power, and a welcome pack from the latter arrived in August 2022. The unexpected visit from bailiffs in October 2023 was distressing for Jess, who was caught off-guard and felt the situation was unjust, especially as EDF was confirmed as the legitimate supplier.
Jess recounted being home alone with her baby when the bailiffs arrived and threatened to take legal action if a prepaid meter was not installed. The couple’s repeated attempts to resolve the issue with Scottish Power were fruitless, leading them to seek assistance from the energy ombudsman. The ruling confirmed that EDF was responsible for supplying the property and criticized Scottish Power for pursuing debt collection and sending bailiffs despite the account being in dispute. Scottish Power apologized for the inconvenience caused to Jess and Jonathon, issued a goodwill payment, and closed the account as per the ombudsman’s decision.
The energy ombudsman found that Scottish Power had inaccurately pursued debt collection and sent bailiffs to Jess and Jonathon’s property, despite clear evidence that EDF was the correct supplier. The couple’s distress was compounded by the timing of the events, with Jess facing the challenge of caring for her baby while dealing with the ordeal. EDF confirmed their responsibility for the property’s energy supply and expressed regret for the inconvenience caused to Jess and Jonathon. Scottish Power acknowledged the errors in their handling of the situation, apologized, and made efforts to rectify the situation by issuing a goodwill payment and cancelling the bills.
The incident highlights the importance of accurate record-keeping and communication between energy suppliers and customers. The couple’s experience serves as a cautionary tale regarding the potential consequences of billing discrepancies and inaccurate account management by utility companies. It also underscores the vulnerability of customers, particularly during significant life events such as moving homes or welcoming a new baby. The resolution of the dispute by the energy ombudsman showcases the value of impartial oversight in holding companies accountable for their actions and ensuring fair treatment of consumers. Ultimately, the case illustrates the need for effective regulatory mechanisms and customer support systems to address billing disputes and uphold consumer rights in the energy sector.
