[TelecomTower]

Hi, we moved into a Utilita-supplied property on 3-May. We submitted the Moving In form, and topped up as a guest a few times.

We were unable to see our balance during this period, as it took a long time for us to be issued with a new Customer Reference Number and register properly - finally this was supplied on 30-May and we got the app. working the next day.

But now we notice we have a Gas Debt of £45.95. I can only suppose this to be a left-over owed by the previous tenant - but surely that should have been 'cleared' when you processed our new Tenancy Agreement and issued the new Customer Reference?

[WilliamB]

Hi @TelecomTower,

I appreciate the confusion this might have caused. When we process a change of tenancy, we reset the meters to 50p of credit from the day you have moved in. This means the account will start fresh. However, in instances where the previous tenant has left credit on the meter that has been used since the move in date, this would be added as a debt. This is because the credit used belonged to the previous tenant and will need to be refunded to them. This sounds like what might have happened in this instance.

Thanks,
William

[TelecomTower]

Hi, thanks for the reply. It is all a little confusing :)

What worries me is that, as mentioned, we took possession of the flat at the start of May (actually 1st). In the 30 days until we got our new Cust Ref No on 30-May, we were topping up as 'guests', which would have appeared to be under the old Cust Ref No of the previous tenant.

So my suspicion is that much of this £45.95 credit was built up by ourselves, in the 1-30 May period. But because our 'move' was not processed until 30-May, it has now been allocated to the previous tenant, and taken from us through the 'debt repayment' system.

Our 'move' should have been backdated to 1-May and the balance on that day should have been allocated to the previous tenant.

What we really need to know is the exact balance on the meter as of midnight 1-May - and for adjustments to be made, if necessary, on the basis of that figure.

((please, please don't tell me I need to 'phone the call centre for this - I have the feeling I'd be on hold for an hour and end up speaking to someone who wouldn't really understand...))

[WilliamB]

Hi @TelecomTower,

You are correct that your account and top ups on the meter should be back-dated to 1st May, when you took over the property.

I have sent you a direct message in order to investigate exactly what's happening with the account, and where the debt has come from.

Thanks,
William