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Southern Electric Gas response 01

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Scottish and Southern
Grampian House
200 Dunkeld Road
Telephone: 0800 0483 500
Facsimile: 01738 453837
Email: natalie.mclean
Date 2010

Dear Mr & Mrs Keeling


Thank you for your recent letter dated 20 March 2010 addressed to our Customer Relations department. I have been asked to respond to the queries raised, please accept my apologies for the delay in my reply.

Firstly, I would like to confirm that the balance of £154.94 that Buchanan Clark and Wells are pursuing you for is not a correct balance. You are not responsible for payment of the balance, this has been an error on Southern Electric's part. Please accept my most sincere apologies for the inconvenience that you have experienced while attempting to resolve this matter.

It may help if I explain how this error happened. When your account closed on 26 October 2008 you initially received an estimated bill to a meter reading of 2911. Upon receipt of this bill I can see that you were contacted with a confirmed meter reading of 3032, ensuring that you paid for the gas that you had used.

When an account closes, a new account opens. To ensure continuous billing the meter readings must be the same. If there is a discrepancy in the figures then each account has to be updated to show the same meter readings.

On the day that you called to provide the correct meter reading to close your account, I can confirm that the information was updated and a new bill was sent to you, which was paid.

However, the new account that was set up had not been updated correctly. This resulted in bills being issued, showing the account began billing from the estimated meter reading of 2911. Initially this account was in the landlords name and I have no records to confirm what happened next, but I believe that we were contacted by the landlord or letting agents. As the meter reading had not been updated it would appear to them that you were responsible for the balance, therefore the account was changed into your name and collection procedures began.

After investigation it is clear that this is not the case and you are not responsible for the balance. One again please accept my apologies and I trust that this explains how this occurred. I have passed on the necessary feedback in order to ensure that any training issues are addressed.

The agents, Buchanan Clark and Wells have been notified that you are not responsible and any further action will be cancelled. Should you receive any correspondence dated before today then please understand that this has already left the office and I have been unable to stop being sent.

I have also taken on board your request for compensation and am happy to apply a credit of £30.00 to your electricity account at your current address. I have arranged for this to be paid directly into your bank account and will show on your statement within 3 working days.

It is important to let you know about our complaint handling procedure which can be found on our website:


I trust that this helps explain the situation and clarifies the matter for you. I will continue to monitor your account until 10 April 2010, if I do not hear from you before this date then I will assume you are satisfied with the action taken and you no longer wish for me to pursue your complaint further. Should you have any further queries please feel free to contact me on the above free phone number or e-mail address.

Yours sincerely

30-3-2010 Natalie Mclean
Customer Relations