Electricity shock for Wick resident but Groat helps resolve issue – 'The power of the press is still strong'
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A Wick householder talked about the "shocking" issue she faced after receiving huge energy bills and thanked the John O'Groat Journal for helping resolve the matter.
Elspeth Durrand from Wick said that the problem started last year when she was perplexed to receive a bill from OVO for her electricity which was on a Total Heating Total Control (THTC) system.
"As far as I was concerned I was with SSE so I thought it was a scam," said Mrs Durrand.
"A month later when I’d received no bill from SSE, I googled it only to discover that SSE had moved all their customers [over 73,000] to OVO.
"No notice or consent was given for this. If you read about THTC you will find it is unique to the Highlands and charging times are controlled from Dingwall. It is during quiet times that the system charges and a cheaper rate was charged by SSE. That means two meters, one for THTC and one for standard electricity, our system is wired up to make this possible. As is everyone else who is on this system."
According to Changeworks, a charity that provides energy advice, the THTC tariff and metering system "is notoriously complicated". Customers have two different electricity meters with three circuits. The first meter connects to their heating and hot water, whilst the second connects to their lighting and appliances. Furthermore, each meter is on a different tariff.
The charity further states: "It is clear from the report that THTC metering and tariffs are detrimental to the vast majority of customers. Despite previous extensive research in this area, these issues persist. We urge that the solutions presented in this report be implemented, so that the negative impacts on THTC users in northern Scotland might be mitigated."
When she tried to change suppliers, Mrs Durrand found she was unable to submit a meter reading. "When I rang the new supplier they told me there was a problem as there are two properties. I told them there was only one but there are two meters. They knew nothing about the THTC system and were very confused when I tried to explain it to them."
She says that OVO had been billing her as two separate properties since August last year and there were two daily standing charges at the highest rate.
"That explains the big bills. I researched but there isn’t a provider to support our system. All available suppliers will make two daily standing charges which come to a total of approx 97p per day, when it can be as cheap as 32p. That has tripled. They are also charging much more per unit. If I go to any other provider they will do the same [and] treat it as two properties, so I have no options."
Mrs Durrand said she was hooked in by an advertising campaign by SSE for the THTC system in the early 2000s and it worked well for 16 years until the changeover. "I think this needs to be raised to make people aware of what has happened. There must be so many wondering why their bills are so high. It’s a disgrace."
She recently tried to move over to British Gas but the company said it could not understand why there were two-meter numbers (MPANS) registered at her home and said it was unable to accept her as a customer. Her only option was to request a single meter from OVO.
When the John O'Groat Journal contacted the original supplier of the THTC system, SSE Energy Services, its spokesperson said that Mrs Durrand had been moved over to OVO four years ago but the new energy supplier was able to use the SSE brand until late 2023. "The management of the account has rested with OVO since January 2020, and they’ll be the ones to hopefully provide the answers you need," he added.
We then contacted OVO for a comment on the issue and its spokesperson said: "We’ve reached out to Mrs Durrand to reassure her that her account is accurate and the meter is working correctly. To help provide guidance we’ve also provided an explanation of how the meter works and let her know we’re here to support if she has any further questions."
Mrs Durrand was delighted with the response and thanked the Groat for helping resolve the matter. "Well, the power of the press is still strong," she said.
"My phone rang and surprise, surprise it was a very nice man from OVO who tells me he used to work for SSE. He was shocked we’d had no notification of being migrated to OVO.
"He’s put me onto a better tariff which I couldn’t do online because of the two meters and given my account £100 compensation for all the hassle I’ve had. I will be updated personally with any changes to the THTC which is planned over the next year."
The OVO spokesperson added that customer concerns around THTC meters are not exclusive to OVO and provided a website link with further information at: ovoenergy.com/help/article/electric-heating/other-two-meter-tariffs. She said that customers had been made aware of the changeover from SSE to OVO in advance and that Mrs Durrand's account is "being accurately charged with correct readings in line [with her] usage and the THTC system".
Local MP Jamie Stone was aware of his constituent's concerns over the THTC system and called on the CEO of OVO Energy to ask for an urgent meeting. He said: "Recently, I’ve heard all too many gut wrenching accounts of energy providers not only letting customers down but acutely failing the most vulnerable. This isn’t right. And this isn’t on.
“It is for this reason I have sought to call in OVO Energy and seek urgent action on some long-standing issues the people of the far north are facing."
