The UK's energy regulator Ofgem has reported that British Gas has experienced significant metering issues in new-build developments, resulting in incorrect billing for hundreds of households. In one such development in Shropshire, around 50% of residents have been affected by the errors, with bills ranging from £150 to over £1,000 due to incorrect allocation of energy consumption.
A customer who moved into their new-build home seven months ago initially found that British Gas was sending their energy bills to the estate developer. Despite informing the provider of their details, the issue persisted, leading to their bank details being mistakenly sent to the developer when attempting to set up a direct debit. Upon finally receiving a bill in their name, it was for a meter with an incorrect reference number, indicating a broader problem within the development.
British Gas has acknowledged the issue, stating that such errors can occur in new-build properties when plot numbers are incorrectly assigned to addresses during construction. The energy giant claims to have now correctly assigned the customer's meter and is working to rectify those of their neighbours on the national database. However, residents continue to experience ongoing billing issues.
The customer in question cancelled their direct debit to avoid paying for electricity and gas they hadn't used, resulting in a 19% increase in their tariff due to the forfeiture of an associated discount. Despite explaining the reason for the cancellation, British Gas reportedly remained insistent on payment, threatening a £13 surcharge for overdue amounts and continuing to send contradictory bills.
With estimated charges being relied upon in new-build developments, some residents could be significantly overcharged for energy they haven't consumed, exacerbating financial pressures. The incident highlights the need for greater accuracy when allocating utility connections in new housing developments, particularly with varied property sizes and multiple addresses involved.