News

Some customers have contacted us to find out whether to accept the supplier’s invitation to install a smart meter. One thing is for sure, by the end of 2020 every consumer domestic or commercial will need to have a smart meter installed. That means we are now in the last 18 months of the smart…

Just received notification from British Gas saying: we’ll soon be closing our email channel. Instead, our webchat team will be happy to help with your query. We strongly object to such a move as many customers prefer using emails than webchat. You would have to remember the log-in details and webchats are usually only open during…

Under a new OFCOM rule, telecom users must be alerted before their contract comes to an end to avoid customers paying excessive out-of-contract rates unnecessarily. Alpine Utilities have long campaigned to bring telecom contracts in line with energy ones. Although we would like to see contract end dates printed on bills as required on domestic…

In response to our recent complaint regarding supplier’s limit on their liability for causing customers to go out-of-contract, we received the following response: I can confirm that Ofgem does not approve suppliers’ terms and conditions of their contracts with their customers and this issue is outside of Ofgem’s remit. We strongly disagree with this statement…

Many customers are aware of the excessive cost of being out-of-contract. Often enough being out of contract isn’t the customer’s fault but the suppliers. Quite obvious in such a case the supplier should be liable to reimburse the customer in full. Yet Npower put a limit of just £1000 to its liability. We believe this…

Following a number of new entrants in the energy supply market going out of business, OFGEM is now introducing tougher entry tests for new applicants. OFGEM is also proposing new measures with the aim of raising standards of existing suppliers. We certainly welcome any program to improve customer experience within the energy market. However part…

Calling Npower regarding an unwarranted objection I was told they no longer speak to brokers and I would have to email instead. Firstly in many instances it is far too long until an email response is being received as often matter are of urgent nature. But in general we find such a policy totally unacceptable…

OFGEM has announced that it has issued a provisional order against Solarplicity, banning it from taking on new customers and increasing Direct Debits of vulnerable customers. Solarplicity, a supplier with 60’000 customers, has been warned by OFGEM to get its house in order within 3 months or face extension of the order or revocation of…

While we have successfully submitted hundreds of LOA’s (letter of authority) ever since joining the industry 19 years ago, over the past few weeks Npower has made it a sport to systematically reject almost all of our LOA’s presented, citing the new GDPR regulations. While we strongly support data protection, business has to continue to…

In less than 4 weeks into the new year the 2nd energy supplier Our Power with 38’000 domestic customers out-of-business. Perhaps time for OFGEM and the DTI to do some soul-searching and demand some rigorous tests before granting a license to a new energy supplier. Allowing  one supplier after the other to go out of…