Double billing can occur when changing energy supplier and involves both the new and old supplier charging for energy usage in the overlap between the end of one contract and the beginning of another. In short, the user is paying for the same energy twice.

One of the major causes of this are incorrectly processed meter readings where the new supplier makes an estimate of usage but the old supplier, for whatever reason, does not receive them or does not process them correctly. This can lead to a final account figure missing on the old supplier’s system and therefore the old supplier will keep billing the customer until a final official reading has been logged in the system from the new supplier.

The client can read the meter themselves but there is a specific time window for this. If the current supplier has already begun the current billing process then they will not accept a client’s own meter reading. The client must read the meter on or just before the contract start date. If the client does not supply a meter reading then the two energy companies will agree an estimated meter reading – this process is usually based upon previous billing and usage.

With some careful planning you can reduce the chances of overlapping billing significantly.

• Taking a reading on the date of transfer. Submit this as a closing read to the ‘old’ supplier and as an opening read to the ‘new’ supplier- this can be done directly or through Torse.
• When final bill arrives from ‘old’ supplier check this against your first bill from your new supplier, if dates overlap contact Torse.
• Fax relevant bills over to us on 0115 824 9190 for Torse to investigate and if necessary arrange with the supplier to raise a refund.