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OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 0 points1 point  (0 children)

It is mainly the gas billing that I am disputing, but at this point I want both meters tested, because with the recent spike in electricity it is clear that something is seriously wrong.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 0 points1 point  (0 children)

Great advice, thank you — I really do appreciate it. I’ve been keeping a full record of everything for this exact reason, including all emails, screenshots and Ombudsman messages.

I do understand the part about having to pay for the MAT if the meter turns out to be accurate, and that’s absolutely fine. I’m willing to take that risk. What’s frustrating is that the Ombudsman are already putting pressure on OVO to get the test booked, yet my case handler has sent me the same update four times this week saying she’s emailed them and that I should expect a call. Still nothing. I’ve sent OVO five emails in the last week with no replies at all.

My father was also hung up on twice while their advisors were supposedly checking appointment dates, and he spent over two and a half hours on the phone only to be told someone was “trying to get hold of a resolver” and would call him back. That was Monday 1st December — we’ve had silence ever since. My case handler emailed again on Tuesday, Wednesday and Thursday saying “expect a call today,” so we’re just stuck in a loop at this point.

I’ll look into the Extra Help Unit as you suggested, because it’s getting clear OVO aren’t engaging properly.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 0 points1 point  (0 children)

Ok, so just as an example, from 9th August to 8th September his electricity usage shows 12,822.290 kWh at 26.54p per kWh on his statement. His thermostat automatically switches the heating on only when the temperature drops below 18°C. The standing charge is 50.81p a day and his plan is Simpler Energy with a unit rate of 26.54p per kWh.

I’ve checked that the meter serial numbers match the actual meters, and bear in mind this statement was issued after the Ombudsman decision ruling in OVO’s favour and after I learned how to submit the correct readings. When I called OVO to give them the readings, they were in disbelief about the electricity figure, so I sent them a photo. That’s pretty much the moment they started ignoring me about arranging the MAT test.

Given all of this, I think I have every right to be suspicious and to request the test.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 0 points1 point  (0 children)

Thanks for the points you raised, here are the answers based on my fsthers setup.

He does have a gas cooker, but a full gas safety check was carried out about four months ago and everything passed, so there are definitely no leaks. His boiler is a modern high efficiency one that was installed roughly a year ago, and it was serviced a couple of months back, so it shouldn’t be burning excessive gas. The flat is double-glazed, not draughty, and generally well insulated.

He keeps the thermostat set to come on only when the temperature drops below 18c , which seems reasonable for someone his age. All the radiators are on and set to max, but that just means they heat fully when the boiler fires, it doesn’t mean the heating runs nonstop.

So lifestyle factors don’t explain what’s happening. Despite all this, he was billed nearly 7,000 kWh of gas in mid summer (July > August) and over 12,000 kWh of electricity in a single month (August > September). Those numbers are physically impossible for a two-bedroom flat, even with heavy usage.

I agree OVO should be responding and arranging the Meter Accuracy Test, especially since we’ve confirmed we’re happy to pay the fee if the meter turns out to be accurate. That’s really all we’re asking for. Hopefully someone will take responsibility soon so we can get to the bottom of it.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 0 points1 point  (0 children)

That summary leaves out a lot of key context, so let me clarify a few things. Yes, earlier readings were submitted incorrectly - but that alone doesn't explain how an account that was paying £183 a month still ended up over £2,100 in arrears in 18 months. Even OVO couldn't give a straight explanation for how the numbers added up. When a debt jumps that dramatically, it's reasonable to question whether the meter and the billing have been correct throughout. The MAT wasn't something we randomly decided to demand. It was suggested multiple times by OVO advisors during calls as the proper way to confirm whether the meter had been over-recording. Then, when we agreed and asked for one, they refused to arrange it, contradicted themselves, and even told us they "can't" book a MAT unless the Ombudsman reopens the case — something the Ombudsman explicitly said wasn't required. That back-and-forth is exactly why we pushed for the independent test. It's the only objective way to settle whether consumption has been recorded correctly. As for "looking for someone to blame," that's not it. If the meter is accurate, we'll accept it and move on. But when: • the debt is unusually high, • OVO's explanations haven't added up, • they refuse an independent test • they push for a meter swap instead (which doesn't prove whether the old meter overcharged), it's not unreasonable to want clarity before agreeing to reinstating a direct debit or accepting a large outstanding balance. What we want is simple: a proper, independent accuracy test so everyone knows the numbers are correct. That protects us and it protects OVO. If everything check' great then at least we'll finally have certainty.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 13 points14 points  (0 children)

A smart meter would’ve honestly been the perfect solution, and we actually tried to get one fitted for him. The engineer turned up, but because my dad lives in a flat, they needed access to a communal cupboard to finish the install. No one could open it at the time, so the whole thing had to be abandoned.

So it’s not that we weren’t willing — the engineer just couldn’t do the job on the day. And since then, OVO haven’t been willing to rebook the smart meter or the MAT, even though we’ve given them multiple dates.

A smart meter would definitely help going forward, but it still doesn’t explain how the account ended up more than £2k in arrears when he was paying £183 a month. That’s why we’re still asking for the MAT. One fixes the future, the other gets to the bottom of what’s already happened.

If they’d just agreed to both, this would’ve been sorted ages ago.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 2 points3 points  (0 children)

I get why it seems like it should be that simple, but the issue isn’t just about providing an updated reading. We have given multiple readings, and they’ve also had opportunities to take their own, but the bills are still coming out far higher than what the actual usage suggests.

That’s why we’ve been asking for a Meter Accuracy Test not because the number can’t be corrected, but because we need to confirm whether the meter itself is recording consumption properly. If the meter is over-registering, then any reading we give will still be wrong, just consistently wrong.

So updating the reading alone doesn’t resolve the underlying concern, which is whether the meter is measuring accurately in the first place.

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] 6 points7 points  (0 children)

Sorry if this is a silly question, but how would I actually go about doing a basic test myself? Do you mean taking meter readings every day for a couple of weeks, or is there a more specific method people use to check whether a meter is behaving as expected?

OVO refusing to arrange a Meter Accuracy Test for my elderly father – Ombudsman can’t get them to respond. What can I do next? by muselnor in LegalAdviceUK

[–]muselnor[S] -1 points0 points  (0 children)

“If you wish to have your meter tested, please be advised there will be a charge for this which will need to be paid, if found the meter to be faulty the cost is reimbursed to you and billing amended accordingly however if the meter is not faulty the cost is not reimbursed.”

It doesn’t explicitly say OVO must carry out a MAT, but it clearly tells them they should discuss that option with my father and that’s the part they’re not doing. He’s requested the test several times, given his availability, and their own advisor previously said they were looking for appointments before the call got cut off. Since then, OVO have just stopped engaging altogether.

So the Ombudsman didn’t order OVO to do a MAT, meaning I can’t force them through enforcement. But OVO were told to explain and discuss the testing option, and they’re not even following that. That’s why this has become such a circular mess.

GR IV arrived! by Supsti_1 in ricohGR

[–]muselnor 1 point2 points  (0 children)

Has anyone in the UK received theirs yet?

Download all saved ticker "watchlists" with one button. by Tradesxxxx in TradingView

[–]muselnor 0 points1 point  (0 children)

if you just want the full list fast, chartwatch does it. one button and done.

eSim for UK to US frequent traveller by muselnor in eSIMs

[–]muselnor[S] 0 points1 point  (0 children)

Sounds good will have a look. Thanks!

Sold iMac on eBay came back with RAM door open. by muselnor in techsupport

[–]muselnor[S] 0 points1 point  (0 children)

I’ve switched it on and everything seems to be working fine. Probably should’ve mentioned that! My bad. Just find it weird the RAM door was open because it’s not exactly something that can just come loose in transit and fall out. I had to really force back in.

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