Npower was recently fined £2m by Ofcom for breaching the regulations that are set out to deal with customer complaints. The breach by Npower included them failing to record all the details required in relation to customer complaints as well as failing to give customers important details about the Energy Ombudsman’s redress service. This fine follows a similar one given to British Gas in July for a comparable breach of regulations and it has come to light that EDF energy is also being investigated.

It has transpired from Ofcom that there has been a huge rise in customer complaints with over 530,000 received this year. Statistics show this year (to the end of September 2011) that the most complaints were against British Gas who had 197,682 complaints (12.37 per 1,000), Scottish & Southern Energy with 106,444 complaints (12.1 per 1,000), EON with 60,798 complaints (12.16 per 1,000) and EDF Energy had 48,730 complaints (8.86 per 1,000).

It should be noted that a complaint is defined as a problem that hasn’t been dealt with or resolved by the end of the next working day from when it was made – and the reason for all these complaints? It appears to be along the common themes of being billed incorrectly, problems with getting through to the call centre and poor treatment received by the staff at the energy company.

It is no surprise then that consumers are becoming increasingly disillusioned with energy companies as it appears that they aren’t dealing with complaints satisfactory as well as having increased their energy prices. These increased prices during this economic recession means many households face a tough winter and a difficulty paying fuel bills which will plunge many households into fuel poverty.

It is therefore an ideal time for an energy company to start convincing consumers that they understand their plight, needs and complaints. Energy companies currently have a bad reputation and they need to start showing consumers that they can be trusted. It isn’t much for consumers to ask that energy companies comply with all regulations and standards, and look to their needs.

Interestingly, the industry regulator has suggested that new operators should be brought into the sector to help reduce ‘structural inadequacies’. Currently the smaller, lesser known energy companies are performing well and shaming the larger energy companies. Companies such as Ecotricity who had just 0.55 complaints per 1,000 are leading the way. So with a shake-up and additional competitors in the energy sector will this help ensure consumer welfare for all?

Guest Article by Sarah Wain

If you are looking at ways to save money on your fuel bill then one of the easiest and quickest ways is to review your current energy provider and consider switching either your supplier or tariff to get a better rate.

How To Switch

Firstly, you need to do some research into the best supplier and tariff for you. The best way to do this is to look at some online comparison websites that allow you to compare the different energy prices and services online. This will detail all the suppliers and tariffs available and allow you to compare all the available rates.

You can also visit the individual supplier websites or call them to gain a better understanding of what they offer, as well as talking to sales people from energy providers who often come to your door or can be found in local shopping centres. It is also worthwhile letting your current supplier know that you are thinking of leaving them as they often will discuss and renegotiate the deal that you are on. However it is also important to note often the best deals are only available online as some tariffs will not be available to those who phone up for the offers.

Thinking Of Switching? Get In Fast!

The best advice at the moment, if you are worried about your electricity bill, is to find a cheap fixed tariff. But you have to be quick because many energy suppliers have a maximum subscription volume which, once met, means they pull the tariff.

So Many Tariffs, So Little Time

Most suppliers offer a variety of tariffs, which include:

• Electricity Economy 7

This basically means you pay a lower amount during the 7 hour night period.

• Online Tariffs

These tend to be the cheapest as suppliers try to incentivise people not to call and handle their accounts online. You generally have to provide your own meter readings and pay your bills online. However, be warned if you forget to provide a reading you run the risk of receiving a hefty estimated bill which can be annoying.

• Dual Fuel

You can obtain discounts for using one supplier for both gas and electricity. All the major suppliers offer this tariff which is useful if you want to make life easier.
 

• Fixed Tariffs

These are fixed for a set period normally a year or two but sometimes more. At the moment these seem to be the safest bet. As the market changes over the mid to long-term the benefits could be lost if prices fall.

There are a few other tariffs which offer benefits of their own depending on your usage and when you need to use the most electricity. Before signing up to a new supplier you should think about your current usage and find out which tariff will best suit your needs, especially if you have a large family or work from home. When comparing the different tariffs make sure you know how much energy you currently use by looking at a previous energy bill that you have received. Also if you have a dual energy supply then look at whether it is better to have the same supplier for gas and electricity or a different one providing each service.

Next you need to consider how you want to pay your bill as often savings can be made this way. Many companies charge you extra if you choose not to pay online or via direct debit, so this is a key consideration. Also when you get a quote then make sure whether this includes VAT as this is an extra expense that you may not have budgeted for.

Cutting Your Electricity Bills

What many people don’t realise is prices are different all over the country. Specific suppliers that once held a monopoly in a region often charge more. If you are using a local supplier you could save money by going with someone else.

It’s Not Always About Price

For the elderly or disabled it is not always about the price because some big suppliers offer special services which are helpful to those that need them. For example, N-Power offers a unique password service so customers can identify employees, which is great for security. They also offer Braille bills and you can even arrange for your bills to be sent to another address.

Finally when you have all the information and have made a decision about which supplier and tariff to use you can start the switching process. This process can take 4-6 weeks after your request so this may be something you will need to factor in.

Remember that at no point will you be without gas or electricity during the switching process, so there is no better time to switch if you are thinking of doing so. Your chosen energy provider will do all the work in switching your current supply and the only difference that you will experience is a change in the company name that sends you your bill.

Guest Article by Sarah Wain

The Energy Trust believe that a quarter of all UK homes have an energy inefficient boiler which is more than ten years old.

These energy inefficient boilers therefore mean that homes with these installed will be experiencing higher energy bills and polluting the environment with more carbon gas emissions.

If you have any concerns over the efficiency of your boiler then you should look into how you can tell whether your boiler is energy inefficient or not.

The best way to do this is by checking the efficiency of your boiler against the boiler efficiency rating that highlights how well your boiler works. Currently, the efficiency ratings are classified as follows (note: the higher the percentage the more efficient the boiler) –

A = 90% and above
B = 86% – 90%
C = 82% – 86%
D = 78% – 82%
E = 74% – 78%
F = 70% – 74%
G = Below 70%

To check the efficiency rating of your boiler you can look this up on the boiler efficiency database that is available on the SEBUK (Seasonal Efficiency Boilers in the UK) website. This database lists all the different types, makes and models of boilers and its aim is to identify the different efficiencies between boilers. The data is developed with boiler manufacturers and is updated on a monthly basis so the information that you deem from this research will be relevant and up-to-date.

The information on the SEBUK website is also used by the government to calculate Standard Assessment Procedure (SAP) ratings which is how they calculate the energy performance of houses.

Therefore, SEBUK is a very good way to gauge whether your boiler is efficient or not as well as being a method for comparing newer boilers and deciding whether you would be better off replacing your boiler if it has a low efficiency rating. The SEBUK website also offers a free online calculator to give you an approximate estimate of how much your annual fuel costs will be. Again, you should use this to compare against newer boiler types.

If you discover that your boiler is rated lowly on the chart then it is likely to be inefficient and you should consider replacing the boiler. Remember, boiler usage accounts for over 60% of what households spend on energy each year so changing from an energy inefficient boiler can make a huge difference to your household.

Guest Article by Sarah Wain

Looking after your boiler is important to ensure that it is running safely and efficiently.

Not only that but a well looked after boiler should help you save money or your fuel bill as well as being less likely to breakdown especially when you need it the most over the winter months. It is therefore recommended that to keep your boiler well maintained you should follow the tips that are detailed below –

Get your boiler serviced regularly

The best tip for boiler maintenance is to ensure that your boiler gets regularly serviced by a qualified and registered company or engineer. This regular service will highlight any problems with the boiler before they happen and deteriorate into an expensive repair or fault. They will also ensure that the boiler is energy-efficient and safe to use.

Don’t cover the boiler

It is important to ensure that you don’t cover the boiler so that it is poorly ventilated as this can cause health and safety issues for your household. This also includes covering up an external ventilation grills and outside flues that may be in operation.

Don’t open the boiler cover

You should never open the boiler cover or attempt to try and fix a problem yourself. Boilers should not be tampered with and if a fault is being experienced you should call a qualified company or engineer to come and investigate the problem.

Check the boiler over the summer months

During the summer months we tend to forget about the boiler and central heating system however we should check the boiler at least once a month during this period. This not only reassures us that the boiler is still working but it can also help reduce any build-up of dirt that can accumulate in the boiler.

Time the heating to come on if you are away for a long period

If you decide to go away over the winter months it is recommended that you time your boiler to come on, on a low temperature during this period. This will ensure that the boiler is regularly worked and it will ensure that pipes within your home are less prone to freezing or bursting.

Install a carbon monoxide detector

It is important to have a carbon monoxide tester installed in your home as this is a system to warn you and your family if there is a carbon monoxide leak in your boiler. It will not only alert you to the fact that there is a fault with your boiler but it can also save you and your family’s lives.

Clean the boiler

Clean the boiler every six months to ensure that the cover doesn’t become rusty or rundown. To clean the boiler you just need to wipe it with a damp cloth. However, if there are any scratches on the painted metal then this should be cleaned by rubbing petroleum jelly over the mark and then wiping it off.

Ensure you have the boilers maintenance manual

If your boiler breaks down you may require the maintenance manual. You may also require the maintenance manual to ensure that you are getting the most out of your heating controls. It is therefore important to have a copy of the manual readily available. If you don’t you should download one from the manufacturer’s website.

Keep an eye on the pressure gauge

It is important for you to keep an eye on and understand the pressure gauge on the boiler as this pressure may need to be topped up or reduced. Ensuring the boiler is working at the correct pressure will ensure that the boiler is kept in good working order. If the pressure changes then you should call out a qualified engineer to check the boiler.

Adjust the controls

Knowing how to use the heating controls is essential for getting the most out of your boiler and ensuring that the maintenance that it receives is based on correct usage requirements. It also ensures you maintain regular use of the boiler.

Guest Article by Sarah Wain

When you decide to carry out improvements on your home and you need to hire a local tradesman it can be difficult to know where to start.

The decision of who to employ is crucial as you want to find someone who will carry out quality work without charging over the odds, so finding a tradesman who offers that value for money and service is important. However, advice is available and here are my top ten tips to find a reliable local tradesman and what to do once you find them –

Tip 1 – Get word of mouth recommendations from friends and family

You can’t beat a recommendation especially when it has come from a close friend or family member and this is often the best way to find a reliable tradesman. When looking for a certain tradesman you should speak to friends and family to see whether they had to employ someone in the same field to help them out and gain as many different views as possible. If they don’t know someone they will often know someone who does.

Tip 2 – Find out what previous customers are saying

As well as looking to gain word of mouth recommendations you should also look online to see independent customer reviews. Customer reviews are not just available for online products but for services and trades as well. It is worthwhile typing in the name of the tradesman or company you are considering using into Google to see if any further information can be deemed about their work and what other people are saying about their service. If you want further feedback and recommendations then speak to your chosen tradesman and see whether you can speak to any of their previous clients to get feedback from them.

Tip 3 – Look out for the government-endorsed schemes

The government has a Trustmark scheme which covers the repair, maintenance and improvement sector and gives trustworthy and reputable tradesman the approval to carry the Trustmark logo. The Trustmark logo means that tradesman have attained certain standards and had their skills independently assessed and checked. There are also official trademarks that reputable tradesmen can earn such as a logo from the Federation of Master Builders. So, look out for such logos to gain an understanding of the tradesman’s trustworthiness and reputation. 

Tip 4 – Fully explain what you want doing

It is important to know exactly what work you want undertaken by the tradesman. It is therefore an idea to write a specification or brief to ensure that all tradesmen who are invited to quote on the work have the same information and understanding.

Tip 5 – Get quotes

It will be imperative to get a number of quotes before choosing a tradesman as this will give you a shortlist of possible people to choose from. It is important to look at the quotes objectively and remember that the cheapest doesn’t mean it is the best quote. There are a number of tell-tale signs that you should look for in a tradesman when they come to provide a quote that tell you to avoid them. Signs such as someone offer an unusually low price, someone that wants to be paid entirely in cash, someone who criticises other local tradesman and someone that over exaggerates problems within your home.

Tip 6 – Make sure the tradesman is insured

It is necessary to ensure that the tradesman is insured against third party liability so you should ask to see a copy of their public liability insurance certificate and policy schedule. This will protect customers and third parties in case of injury, accident, negligence or inefficiency by the tradesman.

Tip 7 – Ask for a written contract

Once you have a chosen tradesman ask for a written contract which outlines what work is to be undertaken, the price (broken down and detailed in full) and the agreed start and end dates. If they don’t have a contract available then you should draw up a simple one and get the tradesman to sign it.

Tip 8 – Ask for warranties and guarantees

You should try to ensure the work that the tradesman carries out is covered by independent warranties or guarantees.

Tip 9 – Protect your payment

Consider how you are going to pay for the work that has been done. You don’t want to pay for the whole work upfront so ensure a payment schedule is defined and agreed. You should only pay for work when you are happy and pay with a credit card as this gives you greater protection if something goes wrong. For additional peace of mind you should use a payment protection scheme such as BondPay.

Tip 10 – Monitor progress

Once the work has started then it is important for you to monitor the work undertaken and this means being around when the work is being done as this gives you a greater understanding of how the work was undertaken. Monitor small jobs when they are completed and larger jobs on a daily basis if possible.

Guest Article by Sarah Wain