BHESCo has helped more than 200 people switch their energy supplier from November 2014 to February 2015 to help them save money by switching energy suppliers. This process is made overly complex by energy suppliers who resist for reasons that are not obvious the customer. In this example, the customer was blocked from switching by the previous tenant’s supplier, First Utility, to the supplier of their choice.
What was the switching problem?
This person moved into a new flat in Hove at the beginning of March 2015 and approached EDF to be his energy supplier eleven days later. He wanted to change from the previous tenant’s energy supplier, First Utility. EDF informed them a couple of weeks later that this switch was unable to take place and stated “your current energy supplier isn’t allowing us to transfer you and we’re not sure why”.
First Utility was contacted and they stated that the account was not live. However, even after three subsequent attempts EDF had still not been allowed to make the switch by May 2015. This was two months after the initial attempt to change supplier.
Following this, First Utility was contacted numerous times by this person in an effort the make this switch possible. Each time a new excuse was given and his call was transferred to multiple teams, none of which were able to provide an explanation for the blocked switch or advice on how to proceed.
Finally, at the end of May there was a promise that the case would be escalated to the complaints department and they would receive the information they needed within the next five days.
How was it resolved?
Eventually, this person sought written communication from First Utility that they would be allowed to switch to the energy supplier they wanted. Additionally, he chose to pursue financial compensation to account for the five hours spent trying to resolve the issue which meant he was unable to complete paid freelance work.
Listen up First Utility!
Customers have a right to switch to an energy supplier of their choice. Attempts to block or complicate the switching process represents poor customer care will discourage customers from using your services in the future.