British Gas 'ignored' meter readings of dad who was wrongly billed £1,061

19 February 2024 , 14:36

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Keir Waugh is in dispute with British Gas over his bill (Image: Newcastle Chronicle)

A dad has been left fuming after receiving a £1,061 energy bill from British Gas - with the energy giant admitting it had been 'ignoring his meter readings'.

Keir Waugh, a father-of-two from North Tyneside, was initially billed for more than £20,000 by the company. After the issue was highlighted in the media, the bills were withdrawn, but Keir then received a final bill of £1,016.61, despite British Gas using estimated meter readings for six times between April 2021 until September 2023 - with the seventh not being taken.

Keir made an official complaint to British Gas, which led to an investigation. An email sent to Keir confirmed that British Gas "ignored the meter readings" he had submitted.

British Gas have encouraged Keir to go to the Ombudsman (Newcastle Chronicle)

After the previous mistakes, Keir was entitled to back-billing with his account rebilled from October 2021 to September 2023 using the actual meter readings, not the estimates, reports Chronicle Live. As a goodwill gesture, British Gas took £100 off Keir's total bill following the huge bills he received in error when he was moved onto their new system. The energy giant has now confirmed it will apologise to him and reduce his balance by a further £405.

Keir believe his huge energy bill should be cancelled entirely. He said: "I've paid in good conscience, I've paid what the company have told me I owe them. I've provided the meter readings, I've done as a customer what I'm legally bound to do.

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"British Gas has sent me a bill on the back of that. It's not my fault two years later that they've made this catastrophic error and think they can call it in like that."

The 38-year-old charity worker said people should always check their bills on the app, even if they've given a meter reading. He added: "It's really important to stress at this point that when you provide a meter reading and log onto their app, you don't have to look at your bill. You never see the word 'estimated' anywhere (on the app). They have a fundamentally flawed system and it might be naive on my part. But if they've acknowledge my meter reading then they've provided a bill, why would I then open it?"

British Gas told Keir he could talk to the Ombudsman about his bill, but he said he's worried it won't fix the issue. He added: "I'm frustrated that there are still no apologies for all the bills, but it's now more of a worry because I've got to go to the Ombudsman, and they've given me 12 months to sort it out. I don't want to be sitting here in six months and they say British Gas are completely in the wrong, but you still need to pay it. It's them who have failed, and there comes a point where event as a utilities company, you have to accept your own fault."

A spokesperson for British Gas said: "We're very sorry for the frustration caused as the bills Mr Waugh received were based upon estimated meter readings. In October last year we rebilled his account to actual meter readings and applied a back billing credit which reduced his balance."

"We spoke with Mr Waugh in January to apologise and we're reaching out to him again to confirm that we'll reduce his balance by £405 and will discuss any further help and support that may be available."

Rom Preston-Ellis