How We Fixed a Care Home’s Incorrect Meter Readings

Energy Case Study

The Issue:

Our client, a care home, contacted us with multiple concerns regarding their energy bills and meter readings. They suspected inaccuracies due to a mismatch between their meter readings and the assumed meter type. Further complicating matters, an unauthorised energy broker had added their contact details to the care home’s supplier portal.

The Resolution:

We thoroughly reviewed the care home’s bills and meter readings and discovered a mismatch between the meter type recorded by the supplier and the actual meter at the property. A past upgrade to a 3-rate meter had not been fully programmed, which led to inaccurate billing. We arranged for an engineer visit to confirm the meter type and validate the readings, providing the evidence needed to challenge the supplier’s initial refusal to update the account.

We took ownership of supplier communications, pushing for urgent reprogramming and ensuring the client didn’t have to chase for updates. By stepping in, we saved the care home both time and frustration. During the process, we also identified and removed an unauthorised broker from the account after confirming it was not approved by the client. We implemented monitoring measures to stop future unauthorised access and ensure the care home retained control.

Throughout, we prioritised the client’s needs – delivering timely updates, resolving issues efficiently, and ensuring minimal disruption to the care home’s daily operations.

The Outcome:

Through proactive communication, diligent investigation, and persistent advocacy, our customer care team successfully:

Corrected the meter type mismatch.

Reconciled the disputed energy bills.

Ensured accurate meter readings and billing going forward.

Removed unauthorised broker access.

Provided peace of mind and saved the client valuable time and resources.

This case study exemplifies our commitment to providing exceptional customer care. We understand the critical role energy plays in healthcare settings, and we’re dedicated to ensuring our clients receive the reliable and cost-effective service they deserve. If you’re organisation could benefit from a helping hand with your energy management, utilise our services today. Our dedicated team are just a click away!