0:00:02 > 0:00:06We asked you to tell us who has left you feeling ripped off.
0:00:06 > 0:00:09I think this is very, very, very wrong for what they've done.
0:00:09 > 0:00:13The bank piles charges upon charges upon charges.
0:00:13 > 0:00:14Legally, it was right.
0:00:14 > 0:00:18Morally, that's where the question of doubt comes, in my view.
0:00:18 > 0:00:21And you contacted us in your thousands
0:00:21 > 0:00:26by post, e-mail, even stopping us in the streets.
0:00:26 > 0:00:28And the message couldn't be clearer.
0:00:28 > 0:00:31You don't always get a straight answer, they try to fob you off.
0:00:31 > 0:00:32Not happy with them.
0:00:32 > 0:00:34There's always that small print with the clause in
0:00:34 > 0:00:36that you didn't realise.
0:00:36 > 0:00:38We're being ripped off, big time.
0:00:38 > 0:00:40Whether it's a deliberate rip-off,
0:00:40 > 0:00:43a simple mistake or a catch in the small print,
0:00:43 > 0:00:48we'll find out why you're out of pocket and what you can do about it.
0:00:48 > 0:00:51Keep asking the questions, go to the top if you have to.
0:00:51 > 0:00:54We do get results, that's the interesting thing.
0:00:54 > 0:00:59Your stories, your money. This is Rip-Off Britain.
0:01:01 > 0:01:03Hello, and welcome to Rip-Off Britain,
0:01:03 > 0:01:06the series that battles on your behalf
0:01:06 > 0:01:09to sort out your complaints and tries to make sure
0:01:09 > 0:01:11no one is taking advantage of you or your money.
0:01:11 > 0:01:15Today, we've the big six very firmly in our sights.
0:01:15 > 0:01:17That's right, I'm talking about
0:01:17 > 0:01:19the UK's main gas and electricity providers.
0:01:19 > 0:01:23Because if there's one cost on all our minds this winter,
0:01:23 > 0:01:25it is our ever-soaring energy bills.
0:01:25 > 0:01:28Never have they been higher or, indeed, more confusing.
0:01:28 > 0:01:29You're so right, Gloria,
0:01:29 > 0:01:32because the energy companies are saying that
0:01:32 > 0:01:34they had no choice but to hike their prices.
0:01:34 > 0:01:37But is that true? Or are they just ripping us off?
0:01:37 > 0:01:38With so many of you feeling
0:01:38 > 0:01:40as if you are at the mercy of these companies,
0:01:40 > 0:01:43today's programme is getting answers
0:01:43 > 0:01:45on a topic that really does affect every one of us,
0:01:45 > 0:01:50and making sure you don't become a casualty of the energy price war.
0:01:50 > 0:01:53We set up our very own pop-up shop,
0:01:53 > 0:01:57where you came in and told us your consumer concerns.
0:01:57 > 0:01:59I'm impressed you turned up early so you're first in line.
0:01:59 > 0:02:02We've got a couple of people from Trading Standards...
0:02:02 > 0:02:05I hope there will be somebody in there who can ease your mind
0:02:05 > 0:02:08and point you in the right direction.
0:02:08 > 0:02:12And, thinking of making your house more energy efficient?
0:02:12 > 0:02:16Well, don't do anything before hearing what happened to
0:02:16 > 0:02:18this Rip-Off Britain viewer.
0:02:18 > 0:02:23It was supposed to make my house warmer, healthier, more efficient,
0:02:23 > 0:02:25and it's done exactly the opposite.
0:02:25 > 0:02:29Also coming up, we ask Energy Secretary Chris Huhne
0:02:29 > 0:02:32exactly what he will do to bring down our bills.
0:02:32 > 0:02:34In the last few months,
0:02:34 > 0:02:38all the big six energy companies have announced price hikes
0:02:38 > 0:02:42of an average of 16% for electricity and 19% for gas.
0:02:42 > 0:02:45That's a major squeeze on our wallets.
0:02:45 > 0:02:49But even now, you can still save money by switching supplier.
0:02:49 > 0:02:52In fact, according to figures from the comparison site uSwitch,
0:02:52 > 0:02:56if all UK households moved onto the best-possible deal,
0:02:56 > 0:03:02the country could collectively save a staggering £3.2 billion
0:03:02 > 0:03:04on its energy bills.
0:03:04 > 0:03:08But where to start? With over 300 different tariffs available,
0:03:08 > 0:03:11it's not easy to work out how much you'd be paying.
0:03:11 > 0:03:15The higher cost of our energy bills this winter is something
0:03:15 > 0:03:17that affects all of us.
0:03:17 > 0:03:20No wonder everyone we asked about it had an opinion,
0:03:20 > 0:03:22and they didn't hold back.
0:03:22 > 0:03:26I think the recent rises in gas and electricity prices are atrocious.
0:03:26 > 0:03:29They're absolutely ripping off consumers all over Britain.
0:03:29 > 0:03:32Putting it up in the summer, you don't notice it as much,
0:03:32 > 0:03:36because you're not really using much gas, but, in the winter,
0:03:36 > 0:03:38you think twice before leaving it on all day
0:03:38 > 0:03:40when you're out of the house.
0:03:40 > 0:03:44One utility increases their prices, and a week or two later
0:03:44 > 0:03:50another one follows, irrespective of whether they need to or not.
0:03:50 > 0:03:52Patricia Fazakerley got in touch
0:03:52 > 0:03:55with an opinion that an awful lot of you share.
0:03:55 > 0:03:58When it comes to her energy bills, she's utterly baffled.
0:03:59 > 0:04:06I contacted Rip-Off Britain because a cold-call salesman came to the door,
0:04:06 > 0:04:10and he absolutely mesmerised me.
0:04:10 > 0:04:15The spiel he gave me was ohms and units and megahertz and things,
0:04:15 > 0:04:18and he peppered me with statistics.
0:04:20 > 0:04:23I had to shut the door, because my head was in a whirl.
0:04:23 > 0:04:26I came in here, looked at one of my bills
0:04:26 > 0:04:28and I thought, "I don't understand all this,
0:04:28 > 0:04:30"what he's been going on about."
0:04:30 > 0:04:34Patricia had no idea whether she had been offered a good deal,
0:04:34 > 0:04:39or how to compare what she was told with any other rates on the market.
0:04:39 > 0:04:41I would have changed tariffs
0:04:41 > 0:04:46if I'd have understood the tables within my bills,
0:04:46 > 0:04:51but I didn't understand what he was going on about,
0:04:51 > 0:04:54and he tried to say he was the cheapest, but I've no way of knowing.
0:04:54 > 0:04:57Her experience is typical.
0:04:57 > 0:05:00Patricia used to be a cashier trainer,
0:05:00 > 0:05:01so she's pretty number savvy,
0:05:01 > 0:05:04but when it comes to the figures in her bills, she's lost.
0:05:04 > 0:05:09The format, the layout of electric and gas bills,
0:05:09 > 0:05:11they've all got their own way of doing it,
0:05:11 > 0:05:17so therefore it is hard to tell which is the cheapest.
0:05:18 > 0:05:21Of course, the energy companies don't agree.
0:05:21 > 0:05:25Energy UK, who represent them, accept there's a lot of information
0:05:25 > 0:05:27they're required to include on bills,
0:05:27 > 0:05:29but insists the industry is working hard
0:05:29 > 0:05:31to make them as clear as possible,
0:05:31 > 0:05:34and that customers do get an annual statement with all the key details.
0:05:34 > 0:05:37They say there's a lot of choice in the energy market,
0:05:37 > 0:05:40and they listen hard to what consumers are saying.
0:05:40 > 0:05:42So, let's see if they'll listen to Patricia
0:05:42 > 0:05:45and everyone else who has told us the same thing.
0:05:45 > 0:05:51I believe that every energy company should make it simple
0:05:51 > 0:05:57for every consumer to be able to read an electric or gas bill.
0:05:57 > 0:06:02Therefore, it would be clear to me, and to many other consumers,
0:06:02 > 0:06:05which would be the cheapest tariff to go for.
0:06:05 > 0:06:09So, just how hard is it to understand your energy bills?
0:06:09 > 0:06:12Stay tuned, because later we'll be putting it to the test
0:06:12 > 0:06:16with the current Mastermind champion.
0:06:18 > 0:06:20We'll be putting some of these points
0:06:20 > 0:06:22to the Energy Secretary Chris Huhne later in the programme,
0:06:22 > 0:06:25and asking him what he's going to do about it.
0:06:25 > 0:06:29But we've a lot more of your energy horror stories to hear about first,
0:06:29 > 0:06:34and here's one Rip-Off viewer furious about what happened to them.
0:06:38 > 0:06:40Earlier this year, it emerged
0:06:40 > 0:06:43the National Grid has specifically tested an older type of gas meter
0:06:43 > 0:06:47and found that 88% of those checked were inaccurate.
0:06:47 > 0:06:51As a result, anyone who had one was being overcharged.
0:06:52 > 0:06:55But a meter doesn't have to be old to get it wrong.
0:06:55 > 0:06:59In 2006, Scarborough musician Donald Grayson had
0:06:59 > 0:07:01a new electricity meter fitted
0:07:01 > 0:07:05after joining E.ON's StayWarm tariff.
0:07:05 > 0:07:09He paid £70 a month, which was open to review at the end of each year.
0:07:09 > 0:07:12As the end of his first year approached,
0:07:12 > 0:07:16E.ON told Donald something he didn't like the sound of.
0:07:16 > 0:07:21When my contract was up for renewal, they sent me a letter,
0:07:21 > 0:07:26which said, "You've been identified as a very heavy user of electricity."
0:07:26 > 0:07:29Well, that's bunkum, because everything was the same,
0:07:29 > 0:07:34I hadn't changed anything - not even a new kettle in that time -
0:07:34 > 0:07:37so there was no way I could possibly be using any more electricity.
0:07:37 > 0:07:40He managed to negotiate a more reasonable price rise
0:07:40 > 0:07:42than the one they had suggested,
0:07:42 > 0:07:45but a year later, E.ON once again told him
0:07:45 > 0:07:47he was using very high levels of energy.
0:07:47 > 0:07:50They refused to renew his current deal,
0:07:50 > 0:07:53and he was taken off the StayWarm fixed tariff.
0:07:53 > 0:07:55But as soon as he got the first bills on the new tariff,
0:07:55 > 0:07:58Donald knew something wasn't right.
0:07:58 > 0:08:01The first bills from E.ON were all big bills.
0:08:01 > 0:08:05From December, £400, 300 in January,
0:08:05 > 0:08:08360 odd the next month, something like that,
0:08:08 > 0:08:11and I'm thinking, "These are all big bills,"
0:08:11 > 0:08:14and I'm ringing them up and saying, "These are big bills," sort of thing,
0:08:14 > 0:08:16and then they've come up with an excuse saying,
0:08:16 > 0:08:19"Your meters have not been read, we're just estimating them."
0:08:19 > 0:08:20Well, that's bunkum
0:08:20 > 0:08:27because I've got bills which say on them, actually, "Read by us".
0:08:27 > 0:08:30The others that weren't "read by us" were read by me.
0:08:30 > 0:08:35From then on, Donald kept getting bills he was sure were too high.
0:08:35 > 0:08:38E.ON insisted they were right,
0:08:38 > 0:08:41but by the summer of 2010, enough was enough.
0:08:41 > 0:08:43June was 700 and something, which was diabolical,
0:08:43 > 0:08:45but it wasn't as bad as July,
0:08:45 > 0:08:50and I finished up with £1,300 for a month's electricity.
0:08:50 > 0:08:51Are they pulling my wire?
0:08:51 > 0:08:54Donald suggested there could be a problem with the meter,
0:08:54 > 0:08:56but E.ON wouldn't accept it,
0:08:56 > 0:09:00so he decided to change energy companies.
0:09:00 > 0:09:05And when his new supplier npower checked the meter, they found
0:09:05 > 0:09:08it was running almost 70% faster than it should have been.
0:09:08 > 0:09:11E.ON had been massively overcharging Donald for months,
0:09:11 > 0:09:14so he went back to them to point that out.
0:09:14 > 0:09:15E.ON have made an offer,
0:09:15 > 0:09:19but from my calculations and my working out of the arithmetic,
0:09:19 > 0:09:23they obviously went to a different school - it doesn't add up.
0:09:23 > 0:09:24It just does not add up.
0:09:24 > 0:09:26Donald's disappointed with
0:09:26 > 0:09:28what the company has done to put things right,
0:09:28 > 0:09:30and doesn't think it fully covers
0:09:30 > 0:09:32what he was over-billed. E.ON disagree.
0:09:32 > 0:09:34They told Rip-Off Britain that
0:09:34 > 0:09:36as well as reimbursing what he was overpaid,
0:09:36 > 0:09:38they've also added a...
0:09:41 > 0:09:45..and point out that the Energy Ombudsman has ruled that to be fair.
0:09:45 > 0:09:49They say they're very sorry for the inconvenience and upset
0:09:49 > 0:09:50this matter has caused,
0:09:50 > 0:09:53and blame their failure to inspect the meter on a system error,
0:09:53 > 0:09:55and then Donald changing supplier.
0:09:55 > 0:10:00Donald is frustrated at how long this took to put right,
0:10:00 > 0:10:05but he's now got a new meter, and is much happier with his current bills.
0:10:05 > 0:10:10My electricity bill now is, just with npower, £137.
0:10:10 > 0:10:16So, why couldn't E.ON do it? Why? They just fobbed me off all the time.
0:10:16 > 0:10:21And if they fob me off, there's a lot of old people getting fobbed off.
0:10:23 > 0:10:26So, if you're worried your meter might be faulty,
0:10:26 > 0:10:30perhaps your bills just aren't adding up, and if that's the case,
0:10:30 > 0:10:34here's Greg Shepherd from Utility Watch with more information.
0:10:34 > 0:10:38If you think you have a faulty meter, here are some checks you can do.
0:10:38 > 0:10:41Check your meter readings over a seven-day period.
0:10:41 > 0:10:45Take meter readings on a daily basis at the same time,
0:10:45 > 0:10:49and check them to make sure they're consistent.
0:10:49 > 0:10:51If you think you have a faulty meter
0:10:51 > 0:10:53because you've been receiving larger bills,
0:10:53 > 0:10:55there are a few things to consider.
0:10:55 > 0:11:01Have you been providing actual or estimated readings to your supplier?
0:11:01 > 0:11:03When was the bill period?
0:11:03 > 0:11:06Your usage in the winter is likely to be higher.
0:11:06 > 0:11:11And have you had any more people than normal in the property during this time?
0:11:13 > 0:11:15Here we have a new smart meter.
0:11:15 > 0:11:19These are going to be the next generation of gas and electricity meters.
0:11:19 > 0:11:23Each meter is fitted with a SIM card just like you get in a mobile phone,
0:11:23 > 0:11:28which allows two-way communication between your meter and supplier.
0:11:28 > 0:11:33The Government plan to install these in 27 million homes and businesses over the next 10 years.
0:11:33 > 0:11:38This means the end to estimated bills and meter readings.
0:11:41 > 0:11:45Next, one way many of you have managed to lower your fuel bills
0:11:45 > 0:11:49is by having cavity wall insulation to make it more energy efficient.
0:11:49 > 0:11:54It obviously keeps the heat in, but it can save you well over £100 every year,
0:11:54 > 0:11:57and so far, under the Government's Warm Front scheme,
0:11:57 > 0:12:00almost two million people have qualified for a Government grant
0:12:00 > 0:12:02to help them get better efficiency.
0:12:02 > 0:12:05But here's the warning - before you go ahead,
0:12:05 > 0:12:09you do need to be sure your house is suitable because not all are,
0:12:09 > 0:12:12as one of our viewers was horrified to find out.
0:12:16 > 0:12:20For most homes, cavity wall insulation is a great idea.
0:12:20 > 0:12:24Adding an extra insulating layer between the bricks can really help
0:12:24 > 0:12:27cut heating bills and keep those chills at bay.
0:12:27 > 0:12:30That's certainly why Jane Reid had it done.
0:12:30 > 0:12:33So, on a chilly autumn day here in Cramlington in Northumberland,
0:12:33 > 0:12:37why on earth is she opening all her doors and windows?
0:12:38 > 0:12:44I've got to open as many doors and windows as possible to get some air into the house.
0:12:46 > 0:12:50Jane has lived in her modern home in the village since 1997.
0:12:50 > 0:12:54It was her absolute pride and joy until this happened.
0:12:59 > 0:13:03This is actually mould and mildew
0:13:03 > 0:13:08growing on the tops of the carpet and into the skirting boards.
0:13:09 > 0:13:12My silk curtains are absolutely ruined, and these are my handbags.
0:13:12 > 0:13:18And you can see the mould all over the back of it.
0:13:18 > 0:13:24Warm Front approached me and offered me a grant to get cavity wall insulation put in.
0:13:24 > 0:13:31Unfortunately, it was supposed to make my house warmer, healthier, more efficient,
0:13:31 > 0:13:33and it's done exactly the opposite.
0:13:34 > 0:13:37The walls were filled back in 2006 after a surveyor
0:13:37 > 0:13:41from the Government's Warm Front scheme inspected the house
0:13:41 > 0:13:44and said it was suitable for cavity wall insulation.
0:13:44 > 0:13:48Her loft was insulated in 2007, again through Warm Front.
0:13:48 > 0:13:52They appointed installers to do the job, but after the work was done
0:13:52 > 0:13:57Jane started noticing mould and mildew on her clothes.
0:13:57 > 0:14:00At that time, I thought that it must be structural,
0:14:00 > 0:14:04that the mould had to be coming from damp
0:14:04 > 0:14:08and therefore I got the drains checked, the guttering checked,
0:14:08 > 0:14:13the roof in case there was any water coming in through that.
0:14:15 > 0:14:18But it was none of those. We asked Steve Hodgson,
0:14:18 > 0:14:22from a trade body that represents specialists in instillation, to take a look.
0:14:22 > 0:14:24DOOR BELL RINGS
0:14:24 > 0:14:26- Morning, Steve.- How are you?
0:14:26 > 0:14:29He says the trouble has been caused by the fact that,
0:14:29 > 0:14:31without extra work,
0:14:31 > 0:14:35Jane's house simply wasn't right for this type of instillation in the first place.
0:14:35 > 0:14:38When the survey was done, it should've been picked up
0:14:38 > 0:14:41that the building's design meant problems could occur.
0:14:41 > 0:14:46The property has very little or almost no natural ventilation.
0:14:46 > 0:14:47There's no fans,
0:14:47 > 0:14:50no extractors, there's very little opportunity
0:14:50 > 0:14:52for the moisture in the air to escape,
0:14:52 > 0:14:56and what's happened where the insulation has gone in the walls,
0:14:56 > 0:14:58it's warmed up the external walls
0:14:58 > 0:15:00and made some of the internal walls,
0:15:00 > 0:15:04some of the uninsulatable walls, much colder
0:15:04 > 0:15:07and it's attracted that airborne moisture to those walls
0:15:07 > 0:15:10and now you've got the mould growth and mildew growth
0:15:10 > 0:15:12you can see affecting a number of rooms.
0:15:13 > 0:15:17Worryingly, Jane was told by an environmental health officer
0:15:17 > 0:15:21that the mould could even be damaging the family's health.
0:15:21 > 0:15:23What he said had basically happened
0:15:23 > 0:15:26was that my home had been bubble-wrapped
0:15:26 > 0:15:29and so it can't breathe.
0:15:29 > 0:15:31There's nowhere for the air to go,
0:15:31 > 0:15:34and we're breathing in all of those mould spores.
0:15:35 > 0:15:39Jane's bubble-wrapped house is not a one-off.
0:15:39 > 0:15:43Steve says he's seen other people who have gone down the installation route
0:15:43 > 0:15:46only to find it wasn't necessarily suitable for their home.
0:15:47 > 0:15:50Unfortunately, what we're seeing
0:15:50 > 0:15:53is surveyors and specifiers coming out
0:15:53 > 0:15:56and grabbing, if you like, the easy work
0:15:56 > 0:16:02and not really thinking about the building as an individual unit,
0:16:02 > 0:16:04not thinking about where they should apply
0:16:04 > 0:16:08the installation other than just the easy bits.
0:16:08 > 0:16:11Quick, simple, but not always right for a house.
0:16:11 > 0:16:13What you can see is it's wet and soggy...
0:16:13 > 0:16:16In May this year, when she finally realised the connection
0:16:16 > 0:16:21between the mould and installation, Jane complained to Warm Front.
0:16:21 > 0:16:24But six months on, she's still stuck.
0:16:24 > 0:16:27Two inspectors have visited and concluded that issues
0:16:27 > 0:16:30to do with the building's design are related to
0:16:30 > 0:16:32the problems she suffered.
0:16:32 > 0:16:37They didn't acknowledge that was something the original inspection should have spotted,
0:16:37 > 0:16:41and to this day they haven't done anything to put things right.
0:16:41 > 0:16:43When we got in touch with Warm Front,
0:16:43 > 0:16:46they pointed out that, since the year 2000,
0:16:46 > 0:16:48they've helped two million households
0:16:48 > 0:16:52make their homes warmer and more affordable to heat.
0:16:52 > 0:16:55But they agreed that they should have helped Jane more quickly
0:16:55 > 0:16:58and apologised for the inconvenience caused.
0:16:58 > 0:17:01They say, rather than cause the problem,
0:17:01 > 0:17:05the insulation highlighted a pre-existing condition of humidity.
0:17:05 > 0:17:09But they've now identified what action needs to be taken to better ventilate the house,
0:17:09 > 0:17:13and say they'll arrange for the work to be completed as swiftly as possible.
0:17:16 > 0:17:20For Jane, that simply can't come soon enough.
0:17:21 > 0:17:24I actually feel very angry
0:17:24 > 0:17:30that my things that I've worked really hard for have been destroyed.
0:17:30 > 0:17:35You can't replace everything, and it's in pictures,
0:17:35 > 0:17:39it's in clothing, it's in bags,
0:17:39 > 0:17:41it's even in my bedding,
0:17:41 > 0:17:46so all of these things I can't afford to replace.
0:17:46 > 0:17:48My insurance company won't replace
0:17:48 > 0:17:52because the damage has been caused by the cavity wall fill,
0:17:52 > 0:17:58and I'm very upset that nothing has been done about it.
0:18:01 > 0:18:05It seems that Jane is still in limbo, which as you might imagine,
0:18:05 > 0:18:08is extremely frustrating, especially at this time of the year.
0:18:08 > 0:18:12So here's hoping she gets some sort of answer really soon.
0:18:12 > 0:18:15But if your house is suitable, cavity wall insulation
0:18:15 > 0:18:18is one of the best ways to make it more energy efficient.
0:18:18 > 0:18:23You can find out more on how to go about it by contacting the Energy Saving Trust.
0:18:23 > 0:18:26Our website has their details.
0:18:31 > 0:18:32Still to come on Rip-Off Britain:
0:18:32 > 0:18:36Could your postcode be pushing up your energy bills?
0:18:36 > 0:18:39The good news is because you're living in Yorkshire,
0:18:39 > 0:18:42you're getting the cheapest deal on your energy.
0:18:42 > 0:18:46We've been inundated at our very first pop-up shop,
0:18:46 > 0:18:50where you turned out in your thousands to get free advice from our experts.
0:18:50 > 0:18:54Straight away we can see here that the cheapest tariff
0:18:54 > 0:18:58- for you on the market at the moment would save you £271 a year.- Wow.
0:19:01 > 0:19:07Earlier on in the programme we heard how confusing many of you find your energy bills,
0:19:07 > 0:19:10working out what you're paying per unit or indeed what tariff you're on,
0:19:10 > 0:19:13I'm afraid, is still a mystery for a lot of people.
0:19:13 > 0:19:18So, if you've ever wondered if you need the brain of Britain to understand what you're paying,
0:19:18 > 0:19:23we thought we'd put that to the test by asking someone who was once the brain of Britain to take a look.
0:19:23 > 0:19:26Dr Ian Bayley has another impressive title,
0:19:26 > 0:19:30he's the current Mastermind champion so all round a very clever chap.
0:19:30 > 0:19:36The question is, is he clever enough to get to the bottom of our baffling bills?
0:19:36 > 0:19:42If you have difficulty understanding your energy bills, you're in very good company.
0:19:42 > 0:19:47Most of us find basic details you'd hope would be easy to find almost impossible to fathom.
0:19:50 > 0:19:52So, that's the challenge we've set to
0:19:52 > 0:19:56the 2011 Mastermind champion, Ian Bayley.
0:19:56 > 0:20:01By the way he's also got a PhD in computer science and a very astute eye for detail.
0:20:02 > 0:20:06But will he be able to answer questions about an energy bill,
0:20:06 > 0:20:08even with the paperwork in front of him?
0:20:08 > 0:20:13Ian Bayley, university senior lecturer, energy bills.
0:20:13 > 0:20:17Can you identify what type of tariff is on that bill?
0:20:17 > 0:20:20I can't see advanced tariff here,
0:20:20 > 0:20:23I can't see beginner's tariff.
0:20:23 > 0:20:28There's a tariff for the first seven kilowatts,
0:20:28 > 0:20:31except, later on the tariff
0:20:31 > 0:20:36seems to be for the first 749 kilowatts.
0:20:36 > 0:20:37BUZZER
0:20:37 > 0:20:40Is there a standing charge?
0:20:41 > 0:20:45Right, well I'd expect to see it in the summary.
0:20:45 > 0:20:47For the gas, it seems to be
0:20:47 > 0:20:52a certain number of kilowatt hours times a certain amount.
0:20:52 > 0:20:56If I had to guess, yes, I do have to guess, don't I?
0:20:56 > 0:20:57If I had to guess, I'd say no.
0:20:57 > 0:20:59BUZZER
0:20:59 > 0:21:03How much energy has been used in this billing period?
0:21:03 > 0:21:08I've got one plus 11 plus 142,
0:21:08 > 0:21:12so that's about 155, 160.
0:21:12 > 0:21:14There's this formula,
0:21:14 > 0:21:18metric units used, calorific value,
0:21:18 > 0:21:20volume correction
0:21:20 > 0:21:24to convert to kilowatt hours and divide by 3.6.
0:21:24 > 0:21:26No, I don't know.
0:21:26 > 0:21:28BUZZER
0:21:29 > 0:21:30Can you find any information
0:21:30 > 0:21:33on whether that bill is estimated or not?
0:21:34 > 0:21:37I can see some information
0:21:37 > 0:21:40about whether it is actual or estimated.
0:21:40 > 0:21:43You see, there are three periods here.
0:21:43 > 0:21:46I'm thinking that,
0:21:46 > 0:21:49if it was actual for the start
0:21:49 > 0:21:53of this block of three periods,
0:21:53 > 0:21:58and actual for the end of this block of three periods,
0:21:58 > 0:22:01then it has not been estimated.
0:22:01 > 0:22:02BEEP
0:22:02 > 0:22:03That's correct.
0:22:03 > 0:22:08There you have it. That's three wrong and just one right answer,
0:22:08 > 0:22:10so with the tough questions over,
0:22:10 > 0:22:13it's clear that Ian is as confused as the rest of us.
0:22:13 > 0:22:16Even looking at those bills, he can't figure them out.
0:22:16 > 0:22:21What's particularly confusing is that there are always two tariffs.
0:22:21 > 0:22:25A tariff for when you've used a certain number of units
0:22:25 > 0:22:28and a tariff before you've used that certain number of units,
0:22:28 > 0:22:32and the changeover point is bound to be different
0:22:32 > 0:22:36for each of these utility companies.
0:22:36 > 0:22:39So you can't possibly do any sort of like-for-like comparison.
0:22:39 > 0:22:43Ian thinks there should be a set pricing structure,
0:22:43 > 0:22:45which all the energy companies should stick to.
0:22:45 > 0:22:50I think all the energy companies should just simplify their pricing structure.
0:22:50 > 0:22:53I am the current Mastermind champion,
0:22:53 > 0:22:57I'm the former brain of Britain, I have a PhD in computer science.
0:22:57 > 0:22:59If I can't work out an energy bill,
0:22:59 > 0:23:02then what hope does everyone else have?
0:23:06 > 0:23:10So, is there a simple way of working out your bills?
0:23:10 > 0:23:14If you want to see if you can better your current energy deal, how do you go about it?
0:23:14 > 0:23:20Consumer Focus have pulled together some tips on how to make the whole thing a lot simpler.
0:23:20 > 0:23:24When you get your energy bill, the most important thing people want to look at
0:23:24 > 0:23:27is how much money they owe their energy company.
0:23:27 > 0:23:31It's sometimes hard to understand how you've built up that amount of money.
0:23:31 > 0:23:34All energy bills will have an explanation of how much energy you've used,
0:23:34 > 0:23:39how much each unit costs, and how that figure has been calculated.
0:23:39 > 0:23:42It's best to look at that and see how much you've used
0:23:42 > 0:23:45and whether it corresponds to your meter reading.
0:23:45 > 0:23:48An energy supplier has to tell you whether your bill is based on
0:23:48 > 0:23:51an actual accurate meter reading or an estimated one.
0:23:51 > 0:23:54If your bill has been based on an estimated meter reading,
0:23:54 > 0:23:59one thing you can do is call your energy supplier and make sure they have an accurate meter reading
0:23:59 > 0:24:02as soon as possible to make sure your bill is based on your consumption.
0:24:02 > 0:24:04If you're elderly or disabled,
0:24:04 > 0:24:07a lot of energy suppliers are on a priority services register,
0:24:07 > 0:24:10which means they'll come out every three months
0:24:10 > 0:24:12and do a meter reading for you.
0:24:12 > 0:24:15If you have a complaint or there's anything you don't understand,
0:24:15 > 0:24:18the first thing to do is phone your energy company.
0:24:18 > 0:24:22They have an obligation to sort out any consumer theory within eight weeks.
0:24:22 > 0:24:25You can also phone Consumer Direct at any time.
0:24:25 > 0:24:30This is a free Government service that you can call to get advice on your energy bills.
0:24:30 > 0:24:34If your energy company fails to sort out the problem in eight weeks,
0:24:34 > 0:24:37you can take your problem to the energy ombudsman
0:24:37 > 0:24:40who can give an independent assessment
0:24:40 > 0:24:45and may even be able to provide you with compensation if they find the energy company is at fault.
0:24:48 > 0:24:52Big companies don't always make things easy to understand,
0:24:52 > 0:24:58and it can be confusing trying to work out just why you haven't ended up with what you expected.
0:24:58 > 0:25:00So, if you feel bogged down,
0:25:00 > 0:25:03we've put together a booklet of tips and advice.
0:25:03 > 0:25:07You can find a link to the free guide on our website.
0:25:09 > 0:25:14Or, to receive a copy in the post, send an A5 self-addressed envelope
0:25:14 > 0:25:18to the address we'll give you at the end of the programme.
0:25:20 > 0:25:24We're at the Trafford Centre in Manchester,
0:25:24 > 0:25:28and for the first time, Rip-Off Britain has opened its very first pop-up shop.
0:25:28 > 0:25:32We've teamed up with BBC Learning to transform this shop unit
0:25:32 > 0:25:37into a one-stop consumer advice shop just for the weekend.
0:25:37 > 0:25:40Here at Rip-Off Britain, we think it's important for us
0:25:40 > 0:25:43to meet people face-to-face and hear your problems.
0:25:43 > 0:25:48And this is the perfect opportunity to do exactly that.
0:25:50 > 0:25:54Morning! I'm impressed that you turned up early so you're first in line.
0:25:56 > 0:25:58I hope there's someone to give you peace of mind
0:25:58 > 0:26:01- and point you in the right direction.- Thank you very much.
0:26:03 > 0:26:06We have people from Trading Standards and some other people too,
0:26:06 > 0:26:09so hopefully we'll be able to get a solution for you today.
0:26:09 > 0:26:11- Thanks for coming.- Thank you.
0:26:16 > 0:26:18Here in the BBC Learning area,
0:26:18 > 0:26:22there's lots of help on hand with numeracy.
0:26:22 > 0:26:27Percentage increases are affecting many budgets, particularly when it comes to our energy bills.
0:26:27 > 0:26:29Consumers have been airing their frustrations
0:26:29 > 0:26:33about the price hikes in specially-constructed our gripe box.
0:26:33 > 0:26:37Hello, I want to speak on behalf of all the rest of the household owners
0:26:37 > 0:26:41regarding the electric and gas bills going so high.
0:26:41 > 0:26:45Don't you find electric bills go up and up and up?
0:26:45 > 0:26:49And then you look in the paper and find out all these electric firms
0:26:49 > 0:26:52are making millions of pounds of profits... For who?
0:26:52 > 0:26:56Lots of the people we've been meeting are concerned.
0:26:56 > 0:27:00- Do you feel you're being ripped off? - With energy?- With energy bills.
0:27:00 > 0:27:05With energy bills, yes. They seem to be going up and up.
0:27:05 > 0:27:07What's bothering you?
0:27:07 > 0:27:13I just think the basic price of fuel now, and they talk about things going up themselves, based on fuel.
0:27:13 > 0:27:18Not only are prices rising, they're baffling.
0:27:18 > 0:27:22Consumer Christopher Turner is trying to work out his energy tariff.
0:27:22 > 0:27:24Bills, you need a degree in maths to understand it.
0:27:24 > 0:27:30To start off, the meter shows metric units but they don't charge metric units,
0:27:30 > 0:27:33they charge kilowatt hours so what do they do?
0:27:33 > 0:27:39They take the metric units, multiply that by 39.225,
0:27:39 > 0:27:43I don't know where they get that figure from, to get calorific value.
0:27:43 > 0:27:47It's easy to hide a rip-off here because people don't understand it
0:27:47 > 0:27:50so they don't question it, they just pay the bill.
0:27:50 > 0:27:55When Phil's current energy tariff was coming to an end,
0:27:55 > 0:27:59he came along for some valuable advice from energy expert Scott Byrom.
0:28:01 > 0:28:04I want to know whether to stay on a cap tariff, go on a standard tariff,
0:28:04 > 0:28:08an online tariff, or any other tariff that is available.
0:28:08 > 0:28:12Be aware of what your current energy suppliers can offer you.
0:28:12 > 0:28:13Do you know what it is?
0:28:13 > 0:28:17I think at the moment it's the standard rate plus 5%.
0:28:17 > 0:28:22OK, so the standard rate is all energy suppliers' most expensive product.
0:28:22 > 0:28:24First move, don't accept that.
0:28:24 > 0:28:27Whilst you're here, we could probably get you online,
0:28:27 > 0:28:30do a quick comparison, and find the right product for you.
0:28:30 > 0:28:32- Shall we jump in?- Yes, please.- OK.
0:28:33 > 0:28:38Straight away we can see here that the cheapest tariff for you on the market at the moment
0:28:38 > 0:28:43- would save you £271 a year so it is pretty good.- Wow, yes.
0:28:43 > 0:28:45Quite a healthy saving.
0:28:48 > 0:28:51I can tell you, our pop-up shop was a real eye-opener,
0:28:51 > 0:28:55and undoubtedly the subject that caused the hottest debate of the day
0:28:55 > 0:29:00was undoubtedly the rise and rise in energy bills.
0:29:00 > 0:29:04And one aspect of those soaring costs that seems particularly unfair
0:29:04 > 0:29:08is the way that you're likely to pay more in one part of the country than you will in another
0:29:08 > 0:29:11for what is, let's face it,
0:29:11 > 0:29:13basically identical gas and electricity.
0:29:15 > 0:29:18So, for instance, if you live in North Yorkshire,
0:29:18 > 0:29:20then according to the comparison site uSwitch,
0:29:20 > 0:29:23you've got some of the cheapest fuel packages around,
0:29:23 > 0:29:25but if you live in Bristol,
0:29:25 > 0:29:29then you're probably paying some of the highest prices.
0:29:29 > 0:29:31But why? We visited two parts of the country
0:29:31 > 0:29:36that are caught right in the middle of an energy postcode lottery.
0:29:38 > 0:29:41They've pooh-poohed it, but the regulator Ofgem
0:29:41 > 0:29:44says profits of the big energy companies
0:29:44 > 0:29:51have rocketed in the last six months from £15 per customer to £125.
0:29:51 > 0:29:54That's shocking enough, but it turns out some of you
0:29:54 > 0:29:59may be paying even more for your fuel than you thought, and all because of your postcode.
0:30:00 > 0:30:04This period last year 8.93 kilowatts.
0:30:04 > 0:30:07John and Rowena Langford live in Bristol,
0:30:07 > 0:30:11which according to a recent survey, is the most expensive energy region
0:30:11 > 0:30:14in the UK for people who pay by direct debit.
0:30:14 > 0:30:19They've been loyal customers staying with the supplier for over 40 years.
0:30:19 > 0:30:22But that relationship could soon be over.
0:30:22 > 0:30:25For the first time since 1971,
0:30:25 > 0:30:28The Langford's have decided it's time for change.
0:30:28 > 0:30:31They just don't make it that clear.
0:30:31 > 0:30:37At the moment we pay EDF £55 a month
0:30:37 > 0:30:44and we pay the gas, about £49, I think it is, a month.
0:30:44 > 0:30:46And it's just an awful lot of money.
0:30:46 > 0:30:49The Langford's are among millions of people in the UK
0:30:49 > 0:30:53probably paying more than they need for their energy.
0:30:53 > 0:30:56Switching can still slash up to a quarter from your bills.
0:30:56 > 0:30:59But the fact that they've never done it,
0:30:59 > 0:31:03- coupled with living in an energy price hotspot...- Hi, Rowena.
0:31:03 > 0:31:06..means they might as well be throwing money down the drain.
0:31:06 > 0:31:09So, to help them sort out their bills, we've brought in Thomas Lyon,
0:31:09 > 0:31:13he's going to have a look at what's available on the market and see if
0:31:13 > 0:31:18switching means they can claw back a bit of that profit for themselves.
0:31:18 > 0:31:21First really easy question, what's your postcode?
0:31:22 > 0:31:24And you pay by monthly direct debit currently
0:31:24 > 0:31:27and you're on standard plans with both suppliers.
0:31:27 > 0:31:30We've had a look at how much you can save
0:31:30 > 0:31:35- and you can save £266 per year which is just over £20 per month.- Wow!
0:31:35 > 0:31:37- Wowee!- That's a lot.
0:31:37 > 0:31:42But why should where you live affect how much you pay for your energy?
0:31:42 > 0:31:45Shouldn't we all pay the same?
0:31:45 > 0:31:47Prices do vary regionally.
0:31:47 > 0:31:51A significant proportion of your bill is the cost of,
0:31:51 > 0:31:54for a supplier to distribute the gas and electricity
0:31:54 > 0:31:56and get it to your home.
0:31:56 > 0:31:58They do pass those costs on to you.
0:31:58 > 0:32:02It's really important that you get a comparison of the costs
0:32:02 > 0:32:07you have to pay based on your specific usage and conditions.
0:32:07 > 0:32:12Unfortunately, in the energy industry, often loyalty doesn't pay.
0:32:12 > 0:32:18Many people who are still on the same tariff with the same supplier that they've always been
0:32:18 > 0:32:22are paying probably several hundred pounds more than they need to
0:32:22 > 0:32:26which is really concerning given the cold winter we are about to go into.
0:32:27 > 0:32:31Over 65s and low income consumers are officially the group
0:32:31 > 0:32:35least likely to look into switching online even though they could
0:32:35 > 0:32:39have been most to gain, just like John and Rowena,
0:32:39 > 0:32:42who've now abandoned their loyalty and are about to start saving,
0:32:42 > 0:32:46by moving to a new supplier.
0:32:46 > 0:32:48But if the Langford's are in the part of the country
0:32:48 > 0:32:51paying the most for their gas and electricity,
0:32:51 > 0:32:55who is lucky enough to live in the cheapest energy postcode?
0:32:55 > 0:32:58The Smith family, from Brough, near Hull.
0:32:58 > 0:33:02They benefit from the lowest priced energy in the country.
0:33:02 > 0:33:04A great start.
0:33:04 > 0:33:08But now more than ever they still think they are paying too much.
0:33:08 > 0:33:12Can they bring down their bills more by cutting down on what they use?
0:33:12 > 0:33:15I do go around, especially with Lydia, I go around her room
0:33:15 > 0:33:18and make sure things are off, so, yes, a proper dad.
0:33:18 > 0:33:20Yes, I think we have a culprit here.
0:33:20 > 0:33:24Especially in the morning I have to check the hair straighteners are switched off,
0:33:24 > 0:33:26they are not always.
0:33:26 > 0:33:28- And...- Lights as well.
0:33:28 > 0:33:31I think we do the obvious but I hope we'll find
0:33:31 > 0:33:32there's even more we can do.
0:33:32 > 0:33:35Well this family sound like they're up for the challenge.
0:33:35 > 0:33:38So we're sending in another helpful expert,
0:33:38 > 0:33:40Denise Hall from the Energy Saving Trust.
0:33:40 > 0:33:43She's going to test the Smiths to the limits.
0:33:43 > 0:33:47To see how they use their energy and she won't pull any punches.
0:33:47 > 0:33:49- Hello, Mrs Smith?- Hello.
0:33:49 > 0:33:52My name's Denise, I'm your energy adviser for the day.
0:33:52 > 0:33:53- Come on in.- Thank you very much.
0:33:55 > 0:33:58You may wonder why I'm holding a piggy bank full of money.
0:33:58 > 0:34:01The good news is that because you're living in Yorkshire
0:34:01 > 0:34:03you're getting the cheapest deal on your energy.
0:34:03 > 0:34:06- Excellent.- So I'm going to give you your piggy bank.
0:34:06 > 0:34:09But we'll have a look around your house.
0:34:09 > 0:34:11We're going to do an energy walk round
0:34:11 > 0:34:14and we'll see what else we can save.
0:34:14 > 0:34:17I suspect I can save you over £200.
0:34:17 > 0:34:19- Wow, OK.- OK.- OK.
0:34:22 > 0:34:24So how old is this boiler?
0:34:24 > 0:34:28It came new with the house so that's about 12 years old.
0:34:28 > 0:34:31OK, so, when this boiler needs replacing it would be a good idea
0:34:31 > 0:34:35to go for an A-rated boiler which would be condensing.
0:34:35 > 0:34:37And they use less energy.
0:34:37 > 0:34:39Sp you get more for your money out of your fuel.
0:34:39 > 0:34:43If you had a hot water cylinder the recommended temperature
0:34:43 > 0:34:46for hot water that would be coming out of your taps
0:34:46 > 0:34:48- is 60 degrees centigrade.- Right.
0:34:48 > 0:34:52So when you turn on your hot water tap, can you put your hand under that water
0:34:52 > 0:34:54or do you, say for instance when you're running a bath,
0:34:54 > 0:34:56do you have to put a lot of cold water in?
0:34:56 > 0:34:58Put a fair bit of cold water in, yes.
0:34:58 > 0:35:02OK, so you might get some savings then by turning your boiler down.
0:35:02 > 0:35:05To alter the temperature of your hot water.
0:35:05 > 0:35:07- OK, good. OK, we'll give that a go. - OK.
0:35:07 > 0:35:09Denise is on a roll.
0:35:09 > 0:35:12- And so this is your room thermostat? - It is, yeah.
0:35:12 > 0:35:16For your central heating. What do you normally have that set at?
0:35:16 > 0:35:19- It's usually up near 23, 24.- OK.
0:35:19 > 0:35:25You're going to save a whopping £120 every year
0:35:25 > 0:35:29just by turning that down to the minimum recommended temperature which is 21.
0:35:29 > 0:35:30- 21?- Yeah.
0:35:30 > 0:35:33OK. We are definitely doing that then.
0:35:33 > 0:35:35And she's not finished yet.
0:35:35 > 0:35:41Did you know that 50% of all our energy is consumed in the kitchen?
0:35:41 > 0:35:42- Oh, really? No.- Yes.
0:35:42 > 0:35:45If you leave your dishwasher on
0:35:45 > 0:35:48at the end of its cycle it can be using as much as 70% of the energy
0:35:48 > 0:35:50as if it was actually running!
0:35:51 > 0:35:53OK, we keep the fridge extra freezer
0:35:53 > 0:35:57- and the washing machine in the garage.- OK.
0:35:57 > 0:36:00Washing machines, as with the dishwasher,
0:36:00 > 0:36:05once they've finished their cycle if they're left on standby they can be
0:36:05 > 0:36:09using 20% of the energy as if they are within the cycle.
0:36:09 > 0:36:11Get that switched off at the end of the cycle.
0:36:11 > 0:36:14Wherever you live, shopping around
0:36:14 > 0:36:17and cutting what you use can reduce your bills
0:36:17 > 0:36:23but we're not all as lucky as the Smiths to be in a region where energy already costs less.
0:36:23 > 0:36:28Take on board the tips and make sure the head start that you've been given doesn't get wasted.
0:36:30 > 0:36:34According to uSwitch the average difference in our fuel costs
0:36:34 > 0:36:41because of where we live, is £76, but it can be as high as 180.
0:36:41 > 0:36:44Energy companies say that's because the cost of transporting
0:36:44 > 0:36:48gas and electricity varies according to the distance from the source
0:36:48 > 0:36:52and different network charges apply in different parts of the country.
0:36:52 > 0:36:54But that seems to be another good reason to shop around
0:36:54 > 0:36:58and make sure that what you're paying for your energy
0:36:58 > 0:37:02is the best deal available, wherever you live.
0:37:02 > 0:37:07Well it's clear that the huge hike in energy prices is providing
0:37:07 > 0:37:11the biggest financial headache for most consumers this year.
0:37:11 > 0:37:13Do you think enough is being done
0:37:13 > 0:37:15to bring down the cost of gas and electricity?
0:37:15 > 0:37:19Well let's go and ask the Energy Minister, Chris Hume.
0:37:22 > 0:37:24Minister, not going to beat about the bush,
0:37:24 > 0:37:27there's a big sign at the entrance to this ministry
0:37:27 > 0:37:30which says check, switch, insulate.
0:37:30 > 0:37:33That is a bit of a joke in view of some of the things
0:37:33 > 0:37:36that people have been writing to us about. First of all, check.
0:37:36 > 0:37:40When did you last check your electricity or gas bill
0:37:40 > 0:37:43and when you did, did you understand it?
0:37:43 > 0:37:45About a month ago. Well, actually, I did.
0:37:45 > 0:37:47But I have to say, it's not easy to understand
0:37:47 > 0:37:51and that's exactly why one of the other things which we're doing
0:37:51 > 0:37:54is to try and simplify tariffs with Ofgem.
0:37:54 > 0:37:57We're going to make sure that they are far fewer tariffs.
0:37:57 > 0:38:01The biggest supplier, British Gas, has six.
0:38:01 > 0:38:03That's already rather a lot,
0:38:03 > 0:38:08frankly, for something which is a bog-standard commodity.
0:38:08 > 0:38:09I'm going to stop you there.
0:38:09 > 0:38:13I've seen information which says between the six,
0:38:13 > 0:38:15there are 300 separate tariffs.
0:38:15 > 0:38:19When you're checking to see whether you can have a better price
0:38:19 > 0:38:23with another company, it's impossible to check like with like.
0:38:23 > 0:38:25How will you get them down from 300?
0:38:25 > 0:38:29We've got to simplify and Ofgem have that on the way.
0:38:29 > 0:38:31We'll insist that they get far fewer tariffs,
0:38:31 > 0:38:34that it's much simpler for the consumer
0:38:34 > 0:38:39to understand what's going on, to see which is the better deal and to switch.
0:38:39 > 0:38:42You're right, we've got to make it much simpler
0:38:42 > 0:38:44for the consumer and we will do that.
0:38:44 > 0:38:47At the Liberal Party conference this year you said in your speech
0:38:47 > 0:38:51that you're going to get tough with the big six companies.
0:38:51 > 0:38:54You referred to predatory pricing, saying it must and will stop.
0:38:54 > 0:38:58That kind of thing got you lots of applause at a party conference.
0:38:58 > 0:39:02The public want to know when we'll see the results of that, or was it just rhetoric?
0:39:02 > 0:39:04We're doing that right now.
0:39:04 > 0:39:07I've been in conversations not just since then,
0:39:07 > 0:39:09but a long time before, with Ofgem,
0:39:09 > 0:39:13in order to make sure that we are dealing with any abuses in the sector,
0:39:13 > 0:39:16clamping down on misselling, introducing new powers
0:39:16 > 0:39:19to allow redress to consumers,
0:39:19 > 0:39:23which we will legislate for in the next Energy Bill,
0:39:23 > 0:39:27making sure that it's easier for consumers to compare prices
0:39:27 > 0:39:31by shrinking the number of tariffs, making sure through our electricity
0:39:31 > 0:39:34market reform that we get more people into the market
0:39:34 > 0:39:37so that it's more competitive - good news for consumers.
0:39:37 > 0:39:39All of those things don't happen overnight
0:39:39 > 0:39:43but we're working on those things with as much urgency
0:39:43 > 0:39:45as we can possibly muster right now,
0:39:45 > 0:39:47and I know Ofgem are doing that as well.
0:39:47 > 0:39:49Let me ask one final question, Minister.
0:39:49 > 0:39:51Put yourself in the place of a pensioner,
0:39:51 > 0:39:55of a single mother, of a family on a fixed income,
0:39:55 > 0:39:57facing this cold winter
0:39:57 > 0:40:03a huge bill for electricity and gas which they know they can't meet
0:40:03 > 0:40:06because although the prices have gone up, their incomes
0:40:06 > 0:40:08have stayed level or dropped completely.
0:40:08 > 0:40:12My reaction would be horror. There's no doubt about it,
0:40:12 > 0:40:16if you're in a situation where you suddenly get a very large bill
0:40:16 > 0:40:20which is outside what you can afford, it's extremely distressing
0:40:20 > 0:40:24and obviously, like many MPs, I have people who come to me
0:40:24 > 0:40:27in my surgery every week in my constituency
0:40:27 > 0:40:30and I see them and they're often in that sort of position
0:40:30 > 0:40:33not just with energy bills but with other things as well.
0:40:33 > 0:40:36It's extremely difficult and that's one of the reasons why,
0:40:36 > 0:40:39as a government, we have increased by two-thirds
0:40:39 > 0:40:42the amount of discount which is going to be available,
0:40:42 > 0:40:46particularly to elderly pensioners, in this sort of situation.
0:40:46 > 0:40:49We are helping to tackle fuel poverty
0:40:49 > 0:40:54but I don't want in any way to underestimate the gravity of the problem we have as a country
0:40:54 > 0:40:57still compared with other European countries
0:40:57 > 0:41:00and the number of people who are in real danger for their health
0:41:00 > 0:41:02as a result of this sort of situation.
0:41:02 > 0:41:06We must tackle that. It's an urgent national priority.
0:41:06 > 0:41:08Minister, thank you.
0:41:10 > 0:41:12All the energy companies have said
0:41:12 > 0:41:14they're committed to simplifying bills.
0:41:14 > 0:41:17British Gas have announced they'll have just two tariffs
0:41:17 > 0:41:20and bills will have a full breakdown of costs.
0:41:20 > 0:41:24As for their price rises, the companies all say these were unavoidable
0:41:24 > 0:41:27because of rising costs and higher global gas prices.
0:41:27 > 0:41:30But we'll be looking at energy bills again this series
0:41:30 > 0:41:34and hearing more from the industry itself.
0:41:34 > 0:41:36By any standards around the world,
0:41:36 > 0:41:38this is the most competitive markets for energy.
0:41:40 > 0:41:45Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:41:45 > 0:41:47Confused over your bills?
0:41:47 > 0:41:51Tying to wade through never-ending small print that leaves you totally confused?
0:41:51 > 0:41:54I might have been stupid for not reading it,
0:41:54 > 0:41:56or I've read it and not took it in.
0:41:56 > 0:41:58I could kick myself, I really could.
0:41:58 > 0:42:02Unsure what to do when you discover you've lost out
0:42:02 > 0:42:06and that "great deal" has ended up costing you money?
0:42:06 > 0:42:11I thought, this cannot be true, it's totally unacceptable. I was so angry.
0:42:11 > 0:42:13You might have a cautionary tale of your own
0:42:13 > 0:42:16and would be happy to share the mistakes that you've made
0:42:16 > 0:42:19with us so others don't do the same.
0:42:19 > 0:42:22No-one knows about this, so this is very, very strange to me,
0:42:22 > 0:42:24and I really would like to get this much clearer.
0:42:27 > 0:42:29You can write to us...
0:42:35 > 0:42:38Or send us an e-mail...
0:42:42 > 0:42:48The Rip-Off team is ready and waiting to investigate your stories.
0:42:48 > 0:42:53Well, even though our gas and electricity bills are so much higher this winter than last,
0:42:53 > 0:42:57do remember, there really is still money to be saved by switching.
0:42:57 > 0:42:59Staying loyal to your energy supplier could mean
0:42:59 > 0:43:03you're paying well over the odds by hundreds of pounds in some cases.
0:43:03 > 0:43:07If you feel like you've had poor customer service from any company you do business with,
0:43:07 > 0:43:10not just the energy ones, then make sure you complain.
0:43:10 > 0:43:12I always say, go right to the top if you have to,
0:43:12 > 0:43:15until you get some decent answers.
0:43:15 > 0:43:16Sometimes that's the only way.
0:43:16 > 0:43:20In the meantime, do keep your letters and e-mails coming in to us
0:43:20 > 0:43:22because we're always delighted to hear from you,
0:43:22 > 0:43:26especially when it means that sharing your experiences with us
0:43:26 > 0:43:29could actually save other people from getting ripped off.
0:43:29 > 0:43:30So, until the next time,
0:43:30 > 0:43:33- from all of us, goodbye. - Goodbye.- Goodbye.
0:43:48 > 0:43:51Subtitles by Red Bee Media Ltd
0:43:51 > 0:43:54E-mail subtitling@bbc.co.uk