0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off
0:00:06 > 0:00:10and you contacted us in your thousands, by post, e-mail,
0:00:10 > 0:00:14even stopping us on the street, and the message could not be clearer.
0:00:15 > 0:00:19There's too much focus on profit and less on customer care.
0:00:19 > 0:00:23It's so hard to complain, companies make it so difficult to complain.
0:00:23 > 0:00:26You told us, with money tighter than ever,
0:00:26 > 0:00:29you need to be sure that every pound counts.
0:00:29 > 0:00:32All my money is very hard-earned, so when I go to spend it,
0:00:32 > 0:00:34I expect value for money.
0:00:34 > 0:00:36So whether it's a deliberate rip off,
0:00:36 > 0:00:39a simple mistake or a catch in the small print,
0:00:39 > 0:00:43we'll find out why you're out of pocket and what you can do about it.
0:00:43 > 0:00:47Your stories, your money. This is Rip Off Britain.
0:00:49 > 0:00:51Hello and welcome to Rip Off Britain,
0:00:51 > 0:00:54the programme that's here to battle on your behalf
0:00:54 > 0:00:57when you think you've had bad service or been left out of pocket.
0:00:57 > 0:00:58And just as importantly,
0:00:58 > 0:01:02has advice to help avoid the same thing happening to you.
0:01:02 > 0:01:03Now, today we'll be meeting people
0:01:03 > 0:01:07who've experienced big problems after getting big bills.
0:01:07 > 0:01:10Something I'm sure we all dread and can identify with.
0:01:10 > 0:01:11And when that's happened,
0:01:11 > 0:01:14all to do, by the way, with the cost of running their home,
0:01:14 > 0:01:17what a struggle some of them have had to put things right.
0:01:17 > 0:01:20So, we're going to be putting the big names on the spot
0:01:20 > 0:01:23to find out exactly what they intend to do to improve their service.
0:01:23 > 0:01:25We're also going to be hearing from a man who wants
0:01:25 > 0:01:28answers from his water company - but not because of his own bill,
0:01:28 > 0:01:31but to try and help out his neighbour with theirs.
0:01:33 > 0:01:37Coming up on today's show, energy mistakes that are costing you money.
0:01:37 > 0:01:40I thought the nightmare was over - it wasn't.
0:01:40 > 0:01:44It took months of almost daily telephone calls and long letters.
0:01:44 > 0:01:47Drowning in water bills? You're not alone.
0:01:47 > 0:01:51People in here have got no idea what everybody else is paying,
0:01:51 > 0:01:54but they're unaware what's going on.
0:01:54 > 0:01:57Everybody's paying a completely different amount.
0:01:57 > 0:02:01And more advice from the experts at our pop-up shop.
0:02:04 > 0:02:07Over the last year, the number of complaints made
0:02:07 > 0:02:11about big energy companies has increased and more often than not,
0:02:11 > 0:02:13that's to do with the amount
0:02:13 > 0:02:16that they've actually charged you for your gas or electricity.
0:02:16 > 0:02:19Because sometimes, when you get an unexpected large bill
0:02:19 > 0:02:23it has nothing at all to do with how much power you've actually used.
0:02:23 > 0:02:27It's probably down to a simple mistake by your supplier.
0:02:27 > 0:02:29Not that they'd necessarily see it that way.
0:02:29 > 0:02:33And even if it seems fairly obvious that you really could not possibly
0:02:33 > 0:02:36owe as much money as they say you do,
0:02:36 > 0:02:39they may not handle things in quite the way that you would like.
0:02:41 > 0:02:45The big six energy companies are rarely out of the news.
0:02:45 > 0:02:47They've increased their charges at a time when many of us
0:02:47 > 0:02:50have had to tighten our belts.
0:02:50 > 0:02:54Our energy prices are heading ever higher this winter.
0:02:54 > 0:02:57They've even come under fire from the Prime Minister.
0:02:57 > 0:03:00We will be legislating so that energy companies
0:03:00 > 0:03:02have to give the lowest tariff to their customers.
0:03:02 > 0:03:05With them posting bigger profits than ever before,
0:03:05 > 0:03:07no wonder everyone has an opinion.
0:03:07 > 0:03:09But it just does seem to have gone through the roof.
0:03:09 > 0:03:12It's going to cost us more and more according to them,
0:03:12 > 0:03:14while they cream off more and more profits.
0:03:14 > 0:03:17What kills me - especially in the winter - year in year out,
0:03:17 > 0:03:23are the exorbitant prices and they are really difficult to cope with.
0:03:23 > 0:03:27Between them in the first three months of 2013, the big six
0:03:27 > 0:03:33energy companies received almost 1.5 million complaints from customers.
0:03:33 > 0:03:35EDF was the one with the highest number -
0:03:35 > 0:03:39a quarter of all customer complaints made were to them.
0:03:39 > 0:03:41But the others didn't get off lightly either.
0:03:41 > 0:03:45Earlier this year a survey for energy regulator Ofgem found that
0:03:45 > 0:03:50just 55% of us would say that we're satisfied with our energy provider.
0:03:50 > 0:03:52So that's a lot of people who aren't.
0:03:52 > 0:03:55And, of course, when you're not happy with your supplier,
0:03:55 > 0:03:59you don't just write to them, you also get in touch with us.
0:03:59 > 0:04:02Rosemary Potterill from Deal in Kent did just that.
0:04:02 > 0:04:05She had a problem with ScottishPower dating back to
0:04:05 > 0:04:08when she first signed up with them in 2010.
0:04:08 > 0:04:12I opted for the cheapest tariff and paid by direct debit through
0:04:12 > 0:04:17the bank and this system seemed to be the best option for me.
0:04:17 > 0:04:20ScottishPower took Rosemary's payments by direct debit
0:04:20 > 0:04:22every month and at first she didn't notice that she was being
0:04:22 > 0:04:26charged an astronomical amount for her energy.
0:04:26 > 0:04:30As this was an online account, no paper bills were sent out,
0:04:30 > 0:04:34this was to save money. I did not know how much energy I was using.
0:04:34 > 0:04:37It was only when Rosemary's bank account kept
0:04:37 > 0:04:41going into the red that she realised something was seriously amiss.
0:04:41 > 0:04:48I was paying £633 monthly for gas and electricity.
0:04:48 > 0:04:51That was almost five times the amount that she'd paid
0:04:51 > 0:04:54her previous energy supplier, who she'd only left
0:04:54 > 0:04:57because ScottishPower had been offering her a cheaper tariff.
0:04:57 > 0:04:59I thought that when I was going out,
0:04:59 > 0:05:01my children were turning on all the lights
0:05:01 > 0:05:04and running every piece of electronic goods that they owned
0:05:04 > 0:05:07and that's why the energy was so expensive.
0:05:08 > 0:05:12Worried about how much power she was using, Rosemary turned her
0:05:12 > 0:05:16heating down and even started using candles for light.
0:05:16 > 0:05:18None of that stopped the big bills.
0:05:18 > 0:05:22The situation came to a head in December of 2011, when Rosemary
0:05:22 > 0:05:27received a bill for over £1,300 for just two months' energy.
0:05:27 > 0:05:32I was so frustrated with this cycle of going into debt
0:05:32 > 0:05:36that I actually cancelled the direct debit, I was so angry with them.
0:05:36 > 0:05:40When Rosemary didn't pay, ScottishPower started to investigate
0:05:40 > 0:05:43and spotted a huge mistake in her accounts.
0:05:43 > 0:05:44Rosemary's meter was a metric one,
0:05:44 > 0:05:47but she'd been billed as if it was imperial,
0:05:47 > 0:05:49translating into massive bills.
0:05:50 > 0:05:52When the mistake was put right,
0:05:52 > 0:05:55it turned out that for two years Rosemary had been overpaying
0:05:55 > 0:06:01ScottishPower and was now in fact £5,000 in credit with the company.
0:06:01 > 0:06:04- But that wasn't the end of it... - I thought the nightmare was over.
0:06:04 > 0:06:08It wasn't. It took months of almost daily telephone calls
0:06:08 > 0:06:13and long letters requesting the re-payment of the overpayment.
0:06:13 > 0:06:17ScottishPower did refund Rosemary all of the overpayments
0:06:17 > 0:06:19that she'd made, but they didn't reduce their estimates
0:06:19 > 0:06:24of how much power she would use, so her next bill was over £1,000.
0:06:24 > 0:06:27Only when she complained again did they reduce it
0:06:27 > 0:06:32to around £200 a month. And even then her problems continued.
0:06:32 > 0:06:34During the time Rosemary had been overpaying
0:06:34 > 0:06:40and going overdrawn, she'd racked up bank charges of almost £1,000.
0:06:40 > 0:06:44ScottishPower initially offered me £100 compensation.
0:06:44 > 0:06:48They then offered £200 and finally £250.
0:06:48 > 0:06:52If I didn't accept within the fortnight I would get nothing.
0:06:52 > 0:06:54I refused.
0:06:54 > 0:06:57After Rosemary turned that down she went to the Energy Ombudsman,
0:06:57 > 0:07:01who agreed with the company's offer. So she and ScottishPower
0:07:01 > 0:07:04remain at loggerheads over resolving the matter.
0:07:04 > 0:07:07Rosemary feels the compensation should be higher
0:07:07 > 0:07:10and has stalled in paying further bills as a result.
0:07:10 > 0:07:14The company says, she hasn't engaged with THEM in putting things right.
0:07:14 > 0:07:18When we contacted ScottishPower, they told us that the meter mistakes
0:07:18 > 0:07:22hadn't been down to them, but was as a result of them receiving the wrong
0:07:22 > 0:07:27details of Rosemary's meter from the gas metering national database.
0:07:27 > 0:07:31That along with them receiving only estimated rather than
0:07:31 > 0:07:34actual readings resulted in the overpayments.
0:07:34 > 0:07:36They've apologised for the error
0:07:36 > 0:07:38and re-iterated that they have offered compensation,
0:07:38 > 0:07:41with the latest offer increased to £300,
0:07:41 > 0:07:45and they sent details of the work that they've done
0:07:45 > 0:07:47to improve customer satisfaction overall.
0:07:47 > 0:07:49But Rosemary is standing firm.
0:07:49 > 0:07:51I wouldn't have gone overdrawn,
0:07:51 > 0:07:54I wouldn't have incurred those charges, I wouldn't have had to make
0:07:54 > 0:07:57the phone calls, write the letters, use the printing ink.
0:07:57 > 0:08:01It's cost me a lot of money to get my money back,
0:08:01 > 0:08:04I would like them to compensate me for this.
0:08:07 > 0:08:10Now normally, if you're not happy with what you're paying for your
0:08:10 > 0:08:15gas or electricity, you can look for a better deal and switch supplier.
0:08:15 > 0:08:19But there's one commodity where you just don't have that option - water.
0:08:19 > 0:08:23Something so basic, but paying for it can cause an awful lot of headaches.
0:08:23 > 0:08:27Anxiety over paying water bills is one of the most frequent reasons
0:08:27 > 0:08:30that consumers contact the national debt line.
0:08:30 > 0:08:33There were around 20,000 calls last year alone.
0:08:33 > 0:08:35But here's a group of neighbours whose water bills
0:08:35 > 0:08:37have prompted them into taking a stand.
0:08:40 > 0:08:44In North Somerset, the residents of this block of retirement flats
0:08:44 > 0:08:47are gathering together to voice their concerns.
0:08:47 > 0:08:53- I've got a £440 bill for single occupancy.- £387.
0:08:53 > 0:08:57£380 for a ten-month period.
0:08:57 > 0:08:59Everybody's paying a completely different amount.
0:08:59 > 0:09:01I mean, not just a few pounds here and there.
0:09:01 > 0:09:04I don't mean this disrespectfully, but I mean,
0:09:04 > 0:09:07if you kick the bucket next week, they've got your money.
0:09:07 > 0:09:10These ripples of discontent are down to something
0:09:10 > 0:09:13none of the residents can do without - their water.
0:09:14 > 0:09:17We moved here in May 2012 and we noticed the water bills
0:09:17 > 0:09:20were high as soon as we moved in.
0:09:20 > 0:09:24Since then, Terry Barge has been a man on a mission,
0:09:24 > 0:09:26enlisting his neighbours in a campaign against how much
0:09:26 > 0:09:28they pay the local companies -
0:09:28 > 0:09:31Wessex water, which deals with the sewage, and Bristol Water,
0:09:31 > 0:09:33which supplies their water.
0:09:33 > 0:09:36It seems some of them are being charged different amounts
0:09:36 > 0:09:38and they don't understand why.
0:09:38 > 0:09:41Do you know there are 82 flats in this building?
0:09:41 > 0:09:43And they're all the same, every one.
0:09:43 > 0:09:47So why are our water rates so different?
0:09:48 > 0:09:51Because these flats all share a hot water supply,
0:09:51 > 0:09:53they can't be fitted with water meters.
0:09:53 > 0:09:56Which means rather than being billed for how much water is actually
0:09:56 > 0:10:00used, payments are calculated according to set rates based
0:10:00 > 0:10:04on an assumption of how much water a typical flat will get through.
0:10:04 > 0:10:08And with 82 identical one-bedroom flats in this complex, you can see
0:10:08 > 0:10:12why Terry would think all of them should be charged the same.
0:10:12 > 0:10:15He pays what's called an assessed charge, which here,
0:10:15 > 0:10:19should only vary depending on whether one or two people live in each flat.
0:10:19 > 0:10:22Charging is very clear.
0:10:22 > 0:10:25For a single occupancy, it's £251.43
0:10:25 > 0:10:29and for a double occupancy, it's £304.43.
0:10:30 > 0:10:33As we'll see, things aren't quite that simple, but Terry is worried
0:10:33 > 0:10:38that some residents are getting bills very different from the ones he pays.
0:10:38 > 0:10:41People in here have got no idea what everybody else is paying.
0:10:41 > 0:10:45But they're unaware of what's going on.
0:10:45 > 0:10:47Terry and his partner, Mairead,
0:10:47 > 0:10:50pay exactly the amount the figures say they should.
0:10:50 > 0:10:53But they're concerned that some of the other residents
0:10:53 > 0:10:56seem to be paying a lot more. Terry's neighbour Malcolm
0:10:56 > 0:10:59can't make sense of how much he's being charged.
0:10:59 > 0:11:04- I've just received a bill for £440, I'm not happy about.- £440?- Mmm-hmm.
0:11:04 > 0:11:09As a single occupier, he should be paying £251 a year,
0:11:09 > 0:11:11and he's paying £440.
0:11:11 > 0:11:15I can't believe he's paying that much money.
0:11:15 > 0:11:19Terry is calling a residents' meeting for later in the day so he wants to
0:11:19 > 0:11:23make sure he's knocked on every door and compared every resident's bill.
0:11:23 > 0:11:27I really want to help here because there's people that need it.
0:11:27 > 0:11:30I'm 70 and I'm one of the youngest here, as well.
0:11:30 > 0:11:32I think people need help.
0:11:36 > 0:11:39The complex was recently renovated by its owner.
0:11:39 > 0:11:42Close to £1 million was spent on improvements,
0:11:42 > 0:11:45which included water-saving measures.
0:11:45 > 0:11:49The residents are convinced they're being really water-efficient,
0:11:49 > 0:11:52so are some of them paying over the odds,
0:11:52 > 0:11:54or is there another explanation?
0:11:54 > 0:11:59Terry has managed to compare billing information from 71 of the 82 flats.
0:11:59 > 0:12:01He's worked out that 56 of them
0:12:01 > 0:12:04are paying the same assessed charge as he is,
0:12:04 > 0:12:08that's £251.43 for one occupant
0:12:08 > 0:12:11and £304.43 for two.
0:12:11 > 0:12:14Six flats are paying less than that,
0:12:14 > 0:12:17but it seems nine of them are paying more.
0:12:17 > 0:12:20So, with soup and rolls provided by Terry,
0:12:20 > 0:12:25- the residents gather in the communal lounge.- Good morning, everybody.
0:12:25 > 0:12:28- ALL:- Morning, Terry.- Thank you all for coming up here today.
0:12:28 > 0:12:31We've got a problem, obviously, with the water, which is
0:12:31 > 0:12:34why we've asked you to come to this meeting,
0:12:34 > 0:12:37to try and find out who's paying over the odds.
0:12:37 > 0:12:40I'm representing my mother-in-law, Mrs Tinsley, she's very frail,
0:12:40 > 0:12:42so she can't come down.
0:12:42 > 0:12:44I only discovered this about a month ago.
0:12:44 > 0:12:49I picked up her bills and found she was paying £387 a year.
0:12:49 > 0:12:54I live in a four-bedroom detached house and I don't pay that,
0:12:54 > 0:12:56and I've got a washing machine and a dishwasher
0:12:56 > 0:12:58and she has none of these things.
0:12:58 > 0:13:02It's single occupancy, she hardly uses any water.
0:13:02 > 0:13:08- I'm paying £35.02 a month. - For single occupancy.
0:13:08 > 0:13:12No washing machine. No dishwasher, nothing.
0:13:12 > 0:13:15All right, Gwen, we'll come to you now.
0:13:15 > 0:13:17- You're single occupancy again, aren't you?- Yes.
0:13:17 > 0:13:19How much are you paying, Gwen?
0:13:19 > 0:13:25- This year, I shall be paying £387 for 12 months.- £38.70.
0:13:25 > 0:13:28It works out at £38.70 a month.
0:13:29 > 0:13:32- Why is it different for everybody? - It's miles too much.
0:13:32 > 0:13:36These residents appear to be paying around £80 a year more than
0:13:36 > 0:13:38Terry and most of their neighbours.
0:13:38 > 0:13:40If Gwen was on the same rate as them,
0:13:40 > 0:13:45she'd only be paying £304.43 per year.
0:13:45 > 0:13:50You're paying £13 a month more than nearly everybody in here.
0:13:50 > 0:13:54I mean, what would £13 extra be in my pocket?
0:13:54 > 0:13:59- Exactly.- You know, it's a lot.- But until I told you, you had no idea.
0:13:59 > 0:14:02No, I just went with the flow.
0:14:02 > 0:14:05When we put all this to Bristol Water and Wessex Water, the reason
0:14:05 > 0:14:09for the disparity between residents' bills quickly became clear.
0:14:09 > 0:14:10In a joint response,
0:14:10 > 0:14:12they explained that in flats like these where
0:14:12 > 0:14:16they can't fit a meter, residents aren't automatically put onto
0:14:16 > 0:14:20the assessed rate that Terry pays. They have to apply to get that.
0:14:20 > 0:14:23So, until they do, they'll pay a higher charge
0:14:23 > 0:14:25based on the flat's rateable value.
0:14:25 > 0:14:28Ten flats currently have that higher cost.
0:14:28 > 0:14:31But by completing the relevant form, residents like Gwen
0:14:31 > 0:14:33could quickly bring their bills down.
0:14:33 > 0:14:37There were individual reasons why other residents' bills varied,
0:14:37 > 0:14:40such as under or overpayments on their accounts.
0:14:40 > 0:14:43In a couple of cases, such as Terry's neighbour Malcolm,
0:14:43 > 0:14:45there were errors that have now been amended.
0:14:45 > 0:14:48The companies say they'll be working more closely
0:14:48 > 0:14:50with housing associations to make tenants aware
0:14:50 > 0:14:52of potential savings on their water bills,
0:14:52 > 0:14:57either by installing a meter or applying for that assessed charge.
0:14:59 > 0:15:02And though the reason for the varying charges might not have been
0:15:02 > 0:15:04what Terry had thought, most of the neighbours
0:15:04 > 0:15:07he was worried about should now be able to pay less for their water.
0:15:07 > 0:15:10So his campaign has paid off.
0:15:10 > 0:15:14He's glad to have been able to do his bit for the neighbours.
0:15:19 > 0:15:24- The Rip Off Britain pop-up shop has come to town.- Morning, everybody!
0:15:24 > 0:15:27Good to see you.
0:15:27 > 0:15:29For one weekend only,
0:15:29 > 0:15:34we opened up a one-stop consumer advice shop in Liverpool city centre.
0:15:34 > 0:15:38- We brought along more experts... - This is Gary, he's a solicitor.
0:15:38 > 0:15:40..gave out more top tips...
0:15:40 > 0:15:43That's the key thing to remember, not to reply to e-mails
0:15:43 > 0:15:46with any personal information or banking information.
0:15:46 > 0:15:48..and met more of you than ever before.
0:15:50 > 0:15:54Sylvia called in to tell us about a problem with her energy supplier.
0:15:54 > 0:15:57She'd been thrilled to get a letter saying she'd overpaid her
0:15:57 > 0:16:01utility bills, but she wasn't so happy with what they said
0:16:01 > 0:16:02when she asked to have it back.
0:16:02 > 0:16:06I got letters to say, "We owe you £650."
0:16:06 > 0:16:11So I said, "I'm in credit for that, I'd like that credit back."
0:16:11 > 0:16:17They said, "Oh, no, we're going to amend it with future bills."
0:16:17 > 0:16:20Sylvia had already spoken to Citizens' Advice, but was interested
0:16:20 > 0:16:23to hear what financial journalist Sarah Pennells thought about it.
0:16:23 > 0:16:26The first thing I think you should do is go straight back to
0:16:26 > 0:16:30the energy company and say that you want this overpayment back,
0:16:30 > 0:16:32because it's your money and by law,
0:16:32 > 0:16:38they have to refund that money or give you a very good reason why not.
0:16:38 > 0:16:41Even if they give you a good reason, you can still challenge them.
0:16:41 > 0:16:44You've done the right thing by going to Citizens' Advice, but I'd
0:16:44 > 0:16:48also put a complaint letter into the company, so that if Citizens' Advice
0:16:48 > 0:16:52can't resolve it, you can go straight to the Energy Ombudsman.
0:16:52 > 0:16:55Lastly, I would see if you can get advice about where you can
0:16:55 > 0:16:59- shop around and get a better deal. - Right.- I hope that's helpful.
0:16:59 > 0:17:03- Oh, it's been wonderful.- Pleasure. Nice to meet you and good luck.
0:17:05 > 0:17:08Just outside our shop, we set up a special corner where you could
0:17:08 > 0:17:12go and let off steam about all your consumer complaints.
0:17:12 > 0:17:14I love our gripe corner,
0:17:14 > 0:17:16because I'm sure that all of us
0:17:16 > 0:17:19have things that annoy the life out of us,
0:17:19 > 0:17:23and this is a wonderful opportunity as consumers to stand in front
0:17:23 > 0:17:27of the camera and let it all out, really get it off your chest.
0:17:27 > 0:17:29It makes me really frustrated and angry.
0:17:29 > 0:17:32Having to pay on a hole in the wall to get your own money
0:17:32 > 0:17:33out of the bank.
0:17:33 > 0:17:35When you leave the website and then you go back,
0:17:35 > 0:17:38they knock up the prices cos they know you've already looked.
0:17:38 > 0:17:42I'm really annoyed at how much the buses cost.
0:17:42 > 0:17:45- I'm a student and it costs me a bomb.- The rising cost of living.
0:17:47 > 0:17:51Back inside the shop, Jim came to see financial journalist James Daley.
0:17:51 > 0:17:55He'd recently moved house, but was baffled when his electricity company
0:17:55 > 0:17:58told him he still owed them money on his account.
0:17:58 > 0:18:01I rang them up to tell them I was moving.
0:18:01 > 0:18:03They asked me to take a meter reading.
0:18:03 > 0:18:06So I got the meter reading and gave it to them over the telephone
0:18:06 > 0:18:13- and they said there was a bill outstanding for £60.- £68?- £60-odd.
0:18:13 > 0:18:14So I said, "How can that be?"
0:18:14 > 0:18:18I'm on a key meter, which means I pay as I go along.
0:18:18 > 0:18:22Then I get a bill at the new address saying that I owe this money.
0:18:22 > 0:18:24But no explanation as to why.
0:18:24 > 0:18:28The thing to do here is to put a complaint in writing to them
0:18:28 > 0:18:32and say, "I always had a meter, it's impossible to go into arrears,
0:18:32 > 0:18:34"I've never been in arrears
0:18:34 > 0:18:39"and there's no way I could have a £70 bill at this stage.
0:18:39 > 0:18:41"I want you to cancel this bill immediately
0:18:41 > 0:18:43"and if you don't do that,
0:18:43 > 0:18:47"I'm going to take my complaint onto the Energy Ombudsman."
0:18:47 > 0:18:49From what you've told me,
0:18:49 > 0:18:51sounds like you've got a cast iron case here.
0:18:51 > 0:18:53There's no way you should have to pay that bill.
0:18:53 > 0:18:56If I were you, I'd put something in the letter
0:18:56 > 0:18:59saying that you wouldn't mind a small payment of goodwill
0:18:59 > 0:19:01to make up for the inconvenience.
0:19:01 > 0:19:04He's told me to go onto the internet and get in touch with
0:19:04 > 0:19:07the ombudsman and threaten them with the ombudsman.
0:19:07 > 0:19:12I'll take it from there and hope everything works out OK.
0:19:12 > 0:19:15Since coming to see us, Jim has been in touch with his electricity
0:19:15 > 0:19:19provider and they've decided not to pursue the debt any further.
0:19:22 > 0:19:26Still to come on Rip Off Britain, why an eco-friendly heating system
0:19:26 > 0:19:30with royal approval has left these residents dreading another winter.
0:19:30 > 0:19:33My daughter woke up at five in the morning crying
0:19:33 > 0:19:35because she was so cold.
0:19:35 > 0:19:38Plus we take on Energy UK to ask what they're doing
0:19:38 > 0:19:40to tackle your complaints.
0:19:40 > 0:19:4245% of people are totally dissatisfied
0:19:42 > 0:19:44with their energy companies.
0:19:44 > 0:19:46That's a really poor show.
0:19:47 > 0:19:51Now, whether it's concerns about rising prices or rocketing profits,
0:19:51 > 0:19:55gas and electricity companies continue to make the news,
0:19:55 > 0:19:58not to mention filling out our postbag and inbox.
0:19:58 > 0:20:00But while it's the big six energy companies that hog
0:20:00 > 0:20:04the headlines, there are plenty of smaller suppliers around as well.
0:20:04 > 0:20:08Does that mean that they always offer a better service?
0:20:08 > 0:20:10Some of the people who found themselves signed up to
0:20:10 > 0:20:12one of those suppliers would say not.
0:20:12 > 0:20:14It's a business that has sparked
0:20:14 > 0:20:17a surprising number of complaints given its size.
0:20:17 > 0:20:19But for those who are unhappy,
0:20:19 > 0:20:22it seems it's not always easy to take your business elsewhere.
0:20:23 > 0:20:26It was in August last year when Chris Martin and a friend
0:20:26 > 0:20:30started looking for a property to rent in Kingston-upon-Thames.
0:20:30 > 0:20:32They finally found what they wanted with the help of
0:20:32 > 0:20:34letting agency Your Move.
0:20:34 > 0:20:37It had all of the requirements that we needed.
0:20:37 > 0:20:40Being close to work was of high importance,
0:20:40 > 0:20:43with being able to get back and walk the dog.
0:20:43 > 0:20:44Once the move was under way,
0:20:44 > 0:20:48Chris set about sorting things out like the gas and electricity,
0:20:48 > 0:20:50and contacted his provider, EDF,
0:20:50 > 0:20:53so that he could take his account with him to the new property.
0:20:53 > 0:20:57I was sticking with my current utility company
0:20:57 > 0:21:01to take over my new supply of gas and electric.
0:21:01 > 0:21:02So Chris was surprised
0:21:02 > 0:21:05when shortly after the move he got a letter from Spark Energy,
0:21:05 > 0:21:09a supplier that, like most people, he had never heard of.
0:21:09 > 0:21:12After 20 days I received a letter from Spark Energy informing me
0:21:12 > 0:21:15that they were going to be my new energy supplier.
0:21:15 > 0:21:18But with that warm welcome also came a demand for payment.
0:21:18 > 0:21:22He had only just moved in, but the company was already chasing him for money.
0:21:22 > 0:21:26They had actually requested a £150 deposit upfront,
0:21:26 > 0:21:29which I thought was really peculiar.
0:21:29 > 0:21:32I did a little research on the internet about them.
0:21:32 > 0:21:36And I found out that there was really bad reviews.
0:21:36 > 0:21:39Set up seven years ago, Spark Energy quickly found a niche
0:21:39 > 0:21:41supplying energy to rental properties.
0:21:41 > 0:21:44Their website reveals a much bigger ambition,
0:21:44 > 0:21:48to be the most customer focused energy retailer in the UK.
0:21:48 > 0:21:51But the reviews Chris was reading suggested the opposite,
0:21:51 > 0:21:52so he phoned them.
0:21:52 > 0:21:55He told them he had never chosen them as his energy supplier.
0:21:55 > 0:21:58But they pointed out some small print that he had missed
0:21:58 > 0:22:00in the tenancy agreement.
0:22:00 > 0:22:02I had a brief look through my tenancy agreement
0:22:02 > 0:22:06and I couldn't actually find where the reference was to Spark.
0:22:06 > 0:22:09So I asked them for proof of contract.
0:22:09 > 0:22:12In response, the company directed Chris to a line in the tenancy agreement
0:22:12 > 0:22:15that he had signed with a letting agent.
0:22:15 > 0:22:18It makes clear that tenants will have their gas and electricity
0:22:18 > 0:22:21supplied by Spark Energy, so although it would be Chris who'd be paying
0:22:21 > 0:22:24the bills, he had no choice about who they would come from.
0:22:24 > 0:22:28I was very disappointed when I found out I had signed up to Spark Energy.
0:22:28 > 0:22:33I hadn't willingly signed up and I found it a bit frustrating.
0:22:33 > 0:22:37Based in Selkirk, Spark Energy works with a number of letting agents,
0:22:37 > 0:22:41whose tenants may find themselves automatically signed up to the company
0:22:41 > 0:22:43through a clause in their tenancy agreement.
0:22:43 > 0:22:45But Chris wasn't happy about that.
0:22:45 > 0:22:48So he told Spark Energy that he wanted to switch back
0:22:48 > 0:22:51to his previous energy provider, EDF.
0:22:51 > 0:22:54However, Spark Energy weren't going to let him go that easily.
0:22:54 > 0:22:58When EDF put a request through to switch, their efforts were blocked.
0:23:00 > 0:23:03I received a letter from EDF telling me that there
0:23:03 > 0:23:07had been a snag in the efforts to switch.
0:23:07 > 0:23:11I soon realised that Spark were blocking EDF the switch.
0:23:11 > 0:23:16And in the meantime, the bills from Spark Energy were quickly mounting up.
0:23:16 > 0:23:18Chris was more determined than ever to switch
0:23:18 > 0:23:21but Spark Energy told him they had blocked that
0:23:21 > 0:23:22because his account was overdue
0:23:22 > 0:23:27and he could only change supplier once his final bill was settled,
0:23:27 > 0:23:30so he promptly paid up and ask to switch again.
0:23:30 > 0:23:31Spark Energy told him
0:23:31 > 0:23:34he could move to the new supplier in a few weeks.
0:23:34 > 0:23:37But when that didn't happen, the company said that a new bill
0:23:37 > 0:23:38was now outstanding.
0:23:38 > 0:23:41In the weeks he'd had to wait, his next bill had been generated
0:23:41 > 0:23:44and Chris quickly realised that once he'd paid that,
0:23:44 > 0:23:47the whole process would happen all over again.
0:23:47 > 0:23:51Once we paid the outstanding amount there just always seemed to be another
0:23:51 > 0:23:55amount that had been overlooked and we couldn't actually leave.
0:23:55 > 0:23:59I felt that they had intentionally made it really difficult to switch.
0:23:59 > 0:24:02The amount of effort it took to switch was more effort
0:24:02 > 0:24:05than I have put into anything for a long time.
0:24:05 > 0:24:08In fact, over a period of four months,
0:24:08 > 0:24:11Chris tried to switch to EDF four separate times.
0:24:11 > 0:24:14It just felt like it was ongoing. Never-ending.
0:24:14 > 0:24:19E-mails, phone calls, it just felt like it was never going to happen.
0:24:19 > 0:24:24There was always some reason for us not to be able to switch.
0:24:24 > 0:24:29The law says that energy companies must allow consumers to switch,
0:24:29 > 0:24:31provided they are not in a fixed-term agreement
0:24:31 > 0:24:34and they don't owe more than £200 to their supplier.
0:24:34 > 0:24:38Spark Energy were saying that Chris did have outstanding debts,
0:24:38 > 0:24:41because that is how they class each newly issued bill.
0:24:41 > 0:24:43And although Chris kept paying them,
0:24:43 > 0:24:45by saying he could not switch until three weeks after
0:24:45 > 0:24:49settling his account, the company was able to keep issuing new bills,
0:24:49 > 0:24:52starting the whole sorry cycle again.
0:24:52 > 0:24:56Chris took his case to his MP and also to Consumer Futures,
0:24:56 > 0:25:00who referred his complaint to the industry regulator, Ofgem.
0:25:00 > 0:25:03And they have now launched an official investigation
0:25:03 > 0:25:06into Spark Energy, after receiving similar complaints.
0:25:06 > 0:25:09I think the company as a whole needs to be investigated because
0:25:09 > 0:25:14I don't think that they particularly adhere to the code of conduct.
0:25:14 > 0:25:17I think that the way they treat their customers is appalling.
0:25:17 > 0:25:20At Rip Off Britain we have received a number of stories about Spark Energy
0:25:20 > 0:25:23exactly like Chris's case.
0:25:23 > 0:25:26As have the government-appointed body, Consumer Futures.
0:25:26 > 0:25:29There are three main types of complaints
0:25:29 > 0:25:31that Spark Energy customers had.
0:25:31 > 0:25:33Complaints about billing,
0:25:33 > 0:25:35complaints about switching,
0:25:35 > 0:25:39people who were prevented from switching, or that it took a very long time,
0:25:39 > 0:25:43and finally there were a lot of general complaints about customer service,
0:25:43 > 0:25:46people finding it difficult to get through to Spark Energy,
0:25:46 > 0:25:50or waiting long periods of time for their complaints to be resolved.
0:25:50 > 0:25:54But Spark Energy says:
0:26:01 > 0:26:03They insist they work closely with consumer bodies
0:26:03 > 0:26:07and regulators to put customers' interests at the forefront
0:26:07 > 0:26:11of what they do, and point to a series of improvements that will
0:26:11 > 0:26:14further enhance the overall experience.
0:26:14 > 0:26:17They are confident that Ofgem's investigation will find
0:26:17 > 0:26:19their systems and procedures fully compliant,
0:26:19 > 0:26:24and that many of their tariffs are amongst the cheapest on the market.
0:26:24 > 0:26:27And they say the issue which caused Chris's complaint has now been fixed,
0:26:27 > 0:26:31and the whole issue resolved to his satisfaction.
0:26:34 > 0:26:37Although that is not quite the end of the story, Chris did eventually
0:26:37 > 0:26:41manage to switch to the company he had wanted to be with all along,
0:26:41 > 0:26:44but he had a feeling that he had not heard the last of all of this.
0:26:44 > 0:26:46And he was right.
0:26:46 > 0:26:51I was relieved to finally leave Spark after a five or six month period,
0:26:51 > 0:26:55and I sort of thought it was all behind us.
0:26:55 > 0:26:59When I actually went to renew my lease I realised that the clause
0:26:59 > 0:27:03was written back into the new lease, in the new tenancy agreement.
0:27:03 > 0:27:06But Chris wasn't about to go through all of that again
0:27:06 > 0:27:08and demanded that the clause was removed.
0:27:08 > 0:27:12I was surprised at how stubborn the letting agency were
0:27:12 > 0:27:16and I thought that the second time around they would remove
0:27:16 > 0:27:20the clause quite quickly, quite easily, but I did have to
0:27:20 > 0:27:25phone my landlord up and get him to request for it to be removed.
0:27:26 > 0:27:30Letting agency Your Move told us that it is to
0:27:30 > 0:27:32make things easier and help the tenants that,
0:27:32 > 0:27:35in common with several other big-name letting agencies,
0:27:35 > 0:27:39they organise for Spark Energy to supply their rental properties.
0:27:39 > 0:27:42Although they admit that the company does pay them
0:27:42 > 0:27:46a small administration fee for the costs of facilitating the connection.
0:27:46 > 0:27:49But they say the tenancy agreement is not
0:27:49 > 0:27:52conditional on the arrangement and that tenants are not
0:27:52 > 0:27:56prevented from switching to an alternative supplier at any time.
0:27:58 > 0:28:02But Chris had almost given up on being able to choose his own
0:28:02 > 0:28:03energy supplier.
0:28:03 > 0:28:08And he found dealing with Spark Energy a long and stressful business.
0:28:08 > 0:28:10I think they treated us appallingly as customers,
0:28:10 > 0:28:12it is not something I would expect.
0:28:12 > 0:28:16They come across as a relatively big brand on their website
0:28:16 > 0:28:18and all the promotional material.
0:28:18 > 0:28:21But actually they have got quite a small company mentality.
0:28:21 > 0:28:25It was really consuming and occupied a lot of my time.
0:28:25 > 0:28:27Come on.
0:28:32 > 0:28:36Next, an estate where some of the residents are absolutely
0:28:36 > 0:28:38dreading the approach of winter.
0:28:38 > 0:28:41Their homes are fitted with an alternative energy system,
0:28:41 > 0:28:44and it is one that has been championed by Prince Charles.
0:28:44 > 0:28:47But it has not proved quite so effective for them.
0:28:48 > 0:28:51Britain's energy supplies are dwindling.
0:28:51 > 0:28:55The race is on to find another source of power,
0:28:55 > 0:28:59one that is environmentally friendly, cost-effective, and renewable.
0:28:59 > 0:29:03Which is why energy supplied by biomass technology seems to
0:29:03 > 0:29:05tick all of these boxes.
0:29:05 > 0:29:09It works like a wood-burning stove, but on a huge scale.
0:29:09 > 0:29:13Biomass burns wood pellets, chips, or logs, to provide warmth
0:29:13 > 0:29:18in a single room, or to power central heating and hot water boilers.
0:29:18 > 0:29:21Even Prince Charles has a biomass boiler at Highgrove.
0:29:21 > 0:29:24So, could this be the answer to our energy problems?
0:29:24 > 0:29:28Katie Meeran certainly hoped so, when two-and-a-half years ago,
0:29:28 > 0:29:31she moved into her brand-new home.
0:29:31 > 0:29:34The housing association that runs the estate sold properties as being
0:29:34 > 0:29:36energy efficient.
0:29:36 > 0:29:39I moved here in January 2011,
0:29:39 > 0:29:45just before my daughter was due to apply for infant school.
0:29:45 > 0:29:50And I wanted to stay in this area, it is a stable start,
0:29:50 > 0:29:54to be in a nice area, with nice neighbours.
0:29:54 > 0:29:57The community is really nice and it is growing.
0:29:57 > 0:30:00So, yeah, I was really excited about it.
0:30:00 > 0:30:03Katie was particularly taken with the prospect of lower bills
0:30:03 > 0:30:06courtesy of a biomass system that was designed to provide
0:30:06 > 0:30:09energy to the entire housing development.
0:30:09 > 0:30:13The biomass heating system was a positive for me,
0:30:13 > 0:30:19if you like, because it gels with my beliefs that we should try to
0:30:19 > 0:30:22move towards more sustainable forms of energy.
0:30:22 > 0:30:25But it wasn't long before Katie realised that things were not
0:30:25 > 0:30:27working quite as they should.
0:30:27 > 0:30:30The week after we moved in, my daughter woke up
0:30:30 > 0:30:34at five in the morning crying because she was so cold.
0:30:34 > 0:30:38I was understandably really confused and concerned.
0:30:38 > 0:30:41The water wouldn't heat the radiators enough,
0:30:41 > 0:30:45so there was something wrong with the supply.
0:30:45 > 0:30:48There would be no hot water in the mornings,
0:30:48 > 0:30:51at peak times when you'd want to shower.
0:30:51 > 0:30:56And the heating would only get warm intermittently.
0:30:56 > 0:31:00As the problems continued, Katie and her daughter were forced to come up
0:31:00 > 0:31:04with alternative ways of staying warm and getting hot water.
0:31:04 > 0:31:06It was also quite frightening.
0:31:06 > 0:31:10Whenever there would be snow or frost or dips below zero
0:31:10 > 0:31:13at night on the weather forecast,
0:31:13 > 0:31:18we knew that we would not have enough heating to see us through.
0:31:18 > 0:31:24We would block off the sitting room, where we are now.
0:31:24 > 0:31:28Shut the door and line the bottom of the door with towels or rugs.
0:31:28 > 0:31:31I would also make sure the immersion was switched on all the time
0:31:31 > 0:31:33so we had hot water.
0:31:34 > 0:31:37And my daughter and I and the dog
0:31:37 > 0:31:42basically slept in my bed with my mum's old electric blanket on.
0:31:42 > 0:31:45So you can imagine my electricity bills being quite high.
0:31:45 > 0:31:48Katie isn't the only person living on this estate to have
0:31:48 > 0:31:50the same problem.
0:31:50 > 0:31:54Michelle Holder has struggled with her biomass system too.
0:31:54 > 0:31:56It was a really hard winter and there was snow,
0:31:56 > 0:31:59and it just got cooler and cooler.
0:32:00 > 0:32:03Eventually the radiators were really not working.
0:32:03 > 0:32:06It was horrible not being able to walk around and be comfortable
0:32:06 > 0:32:09and having to stay really wrapped up all the time.
0:32:09 > 0:32:13I ended up spending a lot of time at my parents' house, at work,
0:32:13 > 0:32:17at the gym, at friends' houses, borrowing heaters,
0:32:17 > 0:32:19borrowing more blankets.
0:32:19 > 0:32:23I couldn't have people round in the winter because it was too cold.
0:32:23 > 0:32:25I didn't want to put my friends in that situation
0:32:25 > 0:32:28so we would go out to the pub or go out to a restaurant rather
0:32:28 > 0:32:31than come to my very nice new home that I loved.
0:32:31 > 0:32:36Some of the other neighbours have a similar story, leading them
0:32:36 > 0:32:38to rely on less sophisticated
0:32:38 > 0:32:42and more expensive ways of heating their homes.
0:32:42 > 0:32:45We have got electric heaters round the house so they are touching them.
0:32:45 > 0:32:48Two of them are toddlers so it is quite hard to keep their fingers
0:32:48 > 0:32:50and try and watch them all the time.
0:32:50 > 0:32:52It is quite hard to keep all the rooms the same
0:32:52 > 0:32:54sort of temperature so they are not going from one to the other,
0:32:54 > 0:32:57like one is really hot and one is really cold.
0:32:57 > 0:32:58So that is quite a hard balance.
0:32:58 > 0:33:02As well as not having reliable heating and hot water, like many of
0:33:02 > 0:33:06the residents on the estate, Michelle has never received a bill for all
0:33:06 > 0:33:09of the heating and hot water that she has used since she moved in.
0:33:09 > 0:33:12Although that may sound like a bonus, the fear of a large
0:33:12 > 0:33:15unexpected bill landing on the doorstep is a big worry.
0:33:15 > 0:33:18I think after six months, a lot of us
0:33:18 > 0:33:21were curious of when the first bills were going to come through.
0:33:21 > 0:33:25Was it six monthly? Was it once yearly? None of us really knew.
0:33:25 > 0:33:28And we still haven't been given any indication when we are going
0:33:28 > 0:33:31to be getting a bill, let alone how much it is actually going to be.
0:33:31 > 0:33:34None of us know if it is £5 a month, £20 a month,
0:33:34 > 0:33:38£50, we don't have any idea of how much the bills are going to be
0:33:38 > 0:33:41and how far back they are going to go.
0:33:41 > 0:33:44So why has this system been so problematic for these residents?
0:33:44 > 0:33:47Engineers who have looked at their systems have questioned
0:33:47 > 0:33:50whether it was installed correctly, and also told Katie
0:33:50 > 0:33:52and Melissa that the pipes made to deliver hot water
0:33:52 > 0:33:55and heat to their homes are blocked with soot
0:33:55 > 0:33:56and by-product from the system,
0:33:56 > 0:34:00which might explain why most of the residents on the estate haven't had
0:34:00 > 0:34:05any difficulties and say the system is working fine in their homes.
0:34:05 > 0:34:08Experts say that with technology as new as this,
0:34:08 > 0:34:09there's bound to be teething problems.
0:34:09 > 0:34:12But for the residents that we spoke to,
0:34:12 > 0:34:15they just don't see much benefit in having an energy system that,
0:34:15 > 0:34:19for them so far, has not proved very efficient at all.
0:34:19 > 0:34:23It has been really frustrating for the last two years that
0:34:23 > 0:34:27I love my flat when I moved in, and you kind of get to the point,
0:34:27 > 0:34:29I don't like it as much as I did.
0:34:29 > 0:34:31It is not a place I want to come home to.
0:34:31 > 0:34:36It is not warm, it is not what I thought I was buying.
0:34:36 > 0:34:39We contacted the housing association, the developers
0:34:39 > 0:34:41and the estate's managing agents,
0:34:41 > 0:34:44all of whom are "working to get the problems resolved".
0:34:44 > 0:34:47They are confident that the system was "installed correctly".
0:34:47 > 0:34:50Although the number of people affected is bigger than
0:34:50 > 0:34:53initially thought, it's because most residents have not had trouble
0:34:53 > 0:34:56and it was "difficult to identify the problem initially".
0:34:56 > 0:35:00It seems that the issues are down to "a gradual build up of residue".
0:35:00 > 0:35:02So no-one is going to be charged for their energy
0:35:02 > 0:35:05until remedial works are complete.
0:35:05 > 0:35:07The housing association has also made clear that
0:35:07 > 0:35:09when bills do go out, there will be,
0:35:09 > 0:35:12"a 50% reduction for residents who have been affected."
0:35:12 > 0:35:14They have also "provided additional heating
0:35:14 > 0:35:17"and been contributing £5 a day towards the cost."
0:35:19 > 0:35:21And since filming the developers have told us
0:35:21 > 0:35:24that repair works have now been carried out on the system,
0:35:24 > 0:35:27and that the heating and hot water issues
0:35:27 > 0:35:31that Katie, Michelle and Melissa experienced have now been resolved.
0:35:31 > 0:35:33Another cold winter, I think, is going to kill me.
0:35:33 > 0:35:35It is something I don't want to think about.
0:35:35 > 0:35:37Are we going to be back in the same situation
0:35:37 > 0:35:41we have been in for the last two years when winter comes round again?
0:35:41 > 0:35:43I'm just hoping it's not going to be a cold one.
0:35:48 > 0:35:51Most of the companies that you tell us about haven't set out to
0:35:51 > 0:35:55rip you off, so when you feel that is what has happened it may
0:35:55 > 0:35:58be their terms and conditions that weren't clear enough or there
0:35:58 > 0:36:01has been a genuine mistake that they have been slow to put right.
0:36:01 > 0:36:02Whatever the explanation,
0:36:02 > 0:36:06when things go wrong you need to know what to do and where to turn.
0:36:06 > 0:36:09So we've put together a guide of tips and advice.
0:36:09 > 0:36:12You can find a link to the free guide on our website:
0:36:15 > 0:36:18Or a hard copy will be sent if you send us a stamped,
0:36:18 > 0:36:20A5 self-addressed envelope to the address
0:36:20 > 0:36:23that we will give you at the end of the programme.
0:36:24 > 0:36:27Whether it's rising prices, confusing tariffs
0:36:27 > 0:36:30or because you're worried about how you'll pay your bills,
0:36:30 > 0:36:33energy remains one of the biggest issues
0:36:33 > 0:36:34filling the Rip Off Britain postbags.
0:36:34 > 0:36:38So I've once again come to the offices of Energy UK,
0:36:38 > 0:36:41the trade association for the energy industry,
0:36:41 > 0:36:44to see what they're doing to bring the number of complaints down.
0:36:44 > 0:36:47Every year I come to see this company, and every year you say
0:36:47 > 0:36:49it's going to be more simple, it's going to be less confusing.
0:36:49 > 0:36:51But it's not really.
0:36:51 > 0:36:53Well, the supply of energy from
0:36:53 > 0:36:55where it's generated or sourced
0:36:55 > 0:36:57to the domestic house,
0:36:57 > 0:36:59it is a complex journey.
0:36:59 > 0:37:01But we are working as hard as we can
0:37:01 > 0:37:04to make it less confusing for the consumer.
0:37:04 > 0:37:06It never seems complex in terms of your profits.
0:37:06 > 0:37:09And I think that's what really galls the customer most.
0:37:09 > 0:37:13We see big, big advertising of how much they've made every year
0:37:13 > 0:37:16for the shareholders, and yet our prices, the consumer prices,
0:37:16 > 0:37:19are just going up and up. That's difficult to equate.
0:37:19 > 0:37:22And nobody ever gives me an answer that satisfies me, anyway.
0:37:22 > 0:37:25Over the next decade or so, we have to invest
0:37:25 > 0:37:31over £110 billion in replacing our ageing energy infrastructure.
0:37:31 > 0:37:33And to be blunt about it, keeping the lights on
0:37:33 > 0:37:36and keeping us in warm, healthy homes.
0:37:36 > 0:37:40So to do that, you've actually got to have an industry
0:37:40 > 0:37:43- that is actually profitable.- But I never see a drop in your profits.
0:37:45 > 0:37:49The profits do drop on the supply side, and indeed in many cases
0:37:49 > 0:37:51you're looking at margins that are very, very low
0:37:51 > 0:37:53or are actually negative margins,
0:37:53 > 0:37:58so there is a lot of volatility in how those prices are run through.
0:37:58 > 0:38:02Over the big six, there were one and a half million complaints.
0:38:02 > 0:38:05One and a half million in the first three months of this year.
0:38:05 > 0:38:08So again, it takes us back to, whatever is being done,
0:38:08 > 0:38:11- is not being done quickly enough. - That is a big number.
0:38:11 > 0:38:13But if you actually break it down,
0:38:13 > 0:38:18over 80% of those one and a half million contacts were dealt with
0:38:18 > 0:38:22on the same day or at worst by the close of the next working day.
0:38:22 > 0:38:25So that means an awful lot of those customers were actually
0:38:25 > 0:38:29having those problems solved by talking to the energy company,
0:38:29 > 0:38:31probably on the same phone call.
0:38:31 > 0:38:33So that is actually quite a quick turnaround.
0:38:33 > 0:38:35There is another important aspect here.
0:38:35 > 0:38:39It's only by talking to customers, it's only by actually understanding
0:38:39 > 0:38:42where a customer's problems are, that we as an industry can improve.
0:38:42 > 0:38:44Change doesn't happen overnight,
0:38:44 > 0:38:47but there's a heck of a lot of work going on amongst
0:38:47 > 0:38:50all of the suppliers to improve the relationship with the customer.
0:38:50 > 0:38:54Ofgem did a survey this year and found that 45% of people
0:38:54 > 0:38:57are totally dissatisfied with their energy companies.
0:38:57 > 0:39:00- That's a really poor show.- It is.
0:39:00 > 0:39:03And it shows that we've still got work to do.
0:39:03 > 0:39:06There's no arguing with that whatsoever.
0:39:06 > 0:39:11And I very much hope that every month that 45% gets reduced,
0:39:11 > 0:39:13so next month hopefully it'll be 44, and so on.
0:39:13 > 0:39:17All of the major companies and all the smaller suppliers
0:39:17 > 0:39:20take the relationship with the consumer very seriously.
0:39:20 > 0:39:23And we are on a road, we know we're nowhere near the end of that road,
0:39:23 > 0:39:27and we aim to make sure that over the next six months,
0:39:27 > 0:39:29the next 12 months, the next 18 months,
0:39:29 > 0:39:31we are putting the customer first.
0:39:31 > 0:39:34When I can't get through next time to a person to help me
0:39:34 > 0:39:36with my bill, I'm going to call you, Lawrence.
0:39:36 > 0:39:40- I look forward to speaking to you, Gloria.- Thank you very much, thanks.
0:39:42 > 0:39:47Here at Rip Off Britain we're always keen to hear more of your stories.
0:39:47 > 0:39:50And we're particularly interested in ones to do with food,
0:39:50 > 0:39:52for a new series next year.
0:39:52 > 0:39:56Confused by all those different labels on the supermarket shelves?
0:39:56 > 0:40:00Worried that products described as healthy may be nothing of the kind?
0:40:02 > 0:40:05Whatever is worrying you about the things we put on our plates,
0:40:05 > 0:40:07you can write to us at:
0:40:16 > 0:40:18Or send us an e-mail to:
0:40:22 > 0:40:26The Rip Off team is ready and waiting to investigate your stories.
0:40:29 > 0:40:32Well, as we've said before here on Rip Off Britain,
0:40:32 > 0:40:34there are some very large companies
0:40:34 > 0:40:37who just do not make it easy for their customers, and I think
0:40:37 > 0:40:40- we've had examples of that on today's programme.- Sure have.
0:40:40 > 0:40:43But do remember that with most utility companies,
0:40:43 > 0:40:45if you are not happy with either the service
0:40:45 > 0:40:47or indeed the prices that you're quoted,
0:40:47 > 0:40:50then you do have the right to take your business elsewhere.
0:40:50 > 0:40:54Now, the only one you're stuck with is your water company.
0:40:54 > 0:40:56None of us has any choice with that.
0:40:56 > 0:40:59But as we've seen in the story of Terry and his neighbours,
0:40:59 > 0:41:01that doesn't mean that they won't listen to you.
0:41:01 > 0:41:05And what a joy it was to hear about someone working so hard
0:41:05 > 0:41:08to get a better deal for other people as opposed to himself.
0:41:08 > 0:41:11Very inspiring. We've run out of time now,
0:41:11 > 0:41:13so I'm afraid that's where we have to leave it for today,
0:41:13 > 0:41:17but please do keep your stories coming and we'll see you soon
0:41:17 > 0:41:18to investigate more of them.
0:41:18 > 0:41:21Until then, thanks for your company, and from all of us here,
0:41:21 > 0:41:23- bye-bye.- Bye-bye.- Bye.
0:41:34 > 0:41:37Subtitles by Red Bee Media Ltd