We've just switched from npower (who we've used for 15 years) to First Utility because of npowers incompetence. Our gas meter was replaced in early Nov 2013 and we were told the details would be updated within 6 weeks (but it could take up to 12 weeks). I waited and in the meantime couldn't subit readings for either gas or electric since the npower website required both at the same time. After three months I called to ask when the meter details would be updated and was advised they would sort it within a week. Six weeks later it hadn't been updated so I called again and was advised, again, they'd get it sorted. Several months passed and I still couldn't submit readings. A notice arrived in the post saying our payments were going from £67 per month to £287 based on estimated readings, so I called, waited 45 mins, explained I'd called previously and had been assured the details would be updated and still nothing had happened - "Can I please speak to a manager so we can get this sorted?". Manager makes the same promise and I leave it for another couple of months. Another call, another promise they'll sort it (after I'd rather heatedly explained this had all been promised before). By early November 2014, a year later, it still hadn't been updated so I made another call and refused to let them off with another promise of sorting it and insisted on speaking to someone who could make it happen. This person refuses to promise me anything saying that it wasn't their responsibility, but if I wanted to make an official complaint I could do and npower would have 56 days to respond (before the ombusman would entertain getting involved) - WHAT!!!? I make the complaint official and after 40 days call for a progress report. I'm told that they're working on it. I let the guy at the other end know that my patience it at its very end and when he tries to promise me he'll sort it I tell him I'm not interested as everyone else has said the same and no one cares. Three days later he calls me back to tell me it's all sorted. Wow. Would you Adam and Eve it. Over a year to sort, but at least now it's sorted (and we can move to another supplier!!!). I request a final bill and call First Utility (on the recommendation of my parents who moved easily and are now paying less - as well as a bit of Internet research of my own to confirm this).
Soooo ... we get the move to First Utility arranged for Dec 24th and, after further calls to npower to sort a final bill (which takes 3 goes to get right!!), we get settled-up and moved away. Yippee!! Well, sort of. The first time I login to First U to submit readings I can't put the gas meter digits in. Then I notice the serial number. Then I check the old (pre-Nov 2013) gas serial number and guess what? Yup - it's the
old meter. I call First Utility, explain what's gone on, she checks the national database and confirms the meter details have
not been updated, but very calmly and simply explains that she can do it, no problem, and it'll take a couple of weeks - don't worry - and "Yes!" she will sort it; in the meantime they'll put me on the old account system so I can submit readings.
True to her word she sorted it all out without any fuss or bother and called me back a couple of weeks later to let me know it had all been sorted. I logged in to check, and sure enough it was all updated with the new meter serial number and I've been submitting regular meter reads since (and their system allows you to submit gas or electric or both - result!).
We've not been with First Utility long enough to know whether they're greatly better than npower or any other supplier, but so far they've proved they're a hell of a lot less incompetent.
