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Over 70% of E.on customers have problems getting FIT payments

Posted by Cathy Debenham on 21 December 2012 at 9:10 am

Earlier this year we found E.on had more disgruntled feed-in tariff customers than any other energy company. New research by Which?, with a bigger sample of 1,700 respondents, has come to the same conclusion.

More than a third of their members had problems with their FIT supplier, and of those, 82% reported delayed payments. One in five said payments took three months longer than they expected. The details are available in the table below.

Which? is calling for all companies to pay customers within the time agreed and that E.on and SSE should state in their contracts the deadline for payment. It says it  will share its findings with the Department of energy and climate change (Decc) and Ofgem.

In our research we found that the smaller energy companies generally got much better feedback that the big six which are featured here. We also found that it wasn't necessarily the time taken to pay, but the uncertainty about what it was, that upset customers. For example, Good Energy* was highly rated in our research, even though it is takes 10 weeks from the meter reading. This is probably because it communicates very clearly when to expect payments, and they generally arrive on time.

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Comments

13 comments - read them below or add one

Cathy Debenham

Cathy DebenhamComment left on: 25 November 2013 at 9:21 am

Hi Elizabeth

I'm sorry to hear that you are having such a bad time with E.on - although it's not a complete surprise.

You do not have to use the company that you buy electricity from as your feed-in tariff supplier. My advice would be to write to E.on to tell them you no longer want them as your supplier and re-register with one of the smaller, independent companies. Click this link to see which FIT suppliers came top for customer research in our survey (E.on came bottom). 

Your 20 years of payments start from when you register, so E.on may owe you a bit of money (if they have actually registered you). 

Click here for a blog on how to change your FIT supplier.

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Elizabethg

ElizabethgComment left on: 23 November 2013 at 11:49 am

We had solar panels fitted in July 2012.  Unfortunately, we thought the company which fitted the panels would contact our supplier.  After several months we contacted E-on to enquire about payments and they told us we had to apply ourselves and to download a form from their website.

We could not find the form so after contacting them again, they sent one by post.  I don't know if anyone else has experienced problems filling in this form but we had no idea what some of the terms referred to.  We filled in as much detail as we could find from our panel fitter's documents and sent the application off.

Months later, we had heard nothing from E-on and after contacting them several times they denied having received any paperwork but sent out a new application form.  We filled this in and received a letter telling us that details were missing and enclosing a new application form.  In short, after several attempts my husband finally demanded that they talk us through the form over the phone.  The E-on advisor he spoke to could not understand the form any better than we could and admitted that the form was complicated and unclear.  He had to seek help from another member of staff.

Having (we thought) correctly filled in the form, we are still waiting for any form of payment.  Having communicated with E-on several times regarding this matter we have received a different excuse each time.

We don't know what to do now.

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Cathy Debenham

Cathy DebenhamComment left on: 4 November 2013 at 10:46 am

Hi Dave

The energy companies pay the feed-in tariff quarterly in arrears. How quickly they do so varies considerably, but still I would have thought that you would have heard something by now. Mostly they ask for a meter reading, but as you are on a smart meter, they won't need to do so. 

Most of the companies have a feed-in tariff team that is separate from the energy supply customer services, so I'd ring them and check that they have all the relevant paperwork and that it's all correct. Sometimes they can be very slow at coming back with mistakes.

If your application got in before the end of June, then you will get 15.44p per kWh generated, and 4.64p for export. If it arrived after 1 July, then the generation rate is 14.9p.

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davehillside

davehillsideComment left on: 3 November 2013 at 5:15 pm

I had solar panels installed on June 27th 2013 and at the present time my meter indicates that the system has generated 1250 units. I am dual fuel customer of British Gas and have a Smart meter which indicates an export total as 855 units. Questions: Firstly figure what will the FIT payment be based on? I have heard nothing from British Gas about Fit payments, should I have done so by now? I have an BG internet account and I have asked twice tusing my electronic account about the Fit payments but have recieved unhelpful standard answers not specific to my questions. I have also spoken to them as they tried to increase my monthly debit payment four days after the installation and I explained that I had just has solar panels installed and they agreed to leave my p[ayment as it is.  I did not use British Gas to install the system as their response to my enquiries did not give me confidence. The installer I used has assured me that the FIT paperwork was sent to British Gas before July 1st. 2013. Any advice would be appreciated

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Cathy Debenham

Cathy DebenhamComment left on: 30 April 2013 at 4:30 pm

Hi Bigden

I think E.on has pulled its socks up recently, the early days weren't as good.

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Bigden

BigdenComment left on: 29 April 2013 at 11:13 pm

I am surprised with the negative comments about Eon FIT payments. I am about to put in my 5th reading after they have reminded me twice, their second reminder states 'We'll process your reading and you'll receive your FIT payment within 5-10 working days. Your FIT statement will follow in the post.' My experience with 3 of the previous 4 payments is they actually pay quicker than this. The exceptional slow payment came as they changed from manual to a computerised payment system. On that occasion they warned me at meter reading time that the payment would be about 4 weeks and they were just within their dedline. So I had no complaint. My previous 3 payments were from BG, they were 2 months each time and actually only precessed the payments when I complained. But I believe now Eon FIT will only take Eon power  customers.

about

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Cathy Debenham

Cathy DebenhamComment left on: 17 January 2013 at 9:54 am

Mikey It's probably fine - but a phone call just to check that they are working on it, and to hurry them along might be worth the effort.

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Mikey_m

Mikey_mComment left on: 16 January 2013 at 6:44 pm

I sent my documentation to British Gas a month ago to register for the FIT. I have heard nothing from them yet. Should I be worried?

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Cathy Debenham

Cathy DebenhamComment left on: 7 January 2013 at 9:39 am

Thank you Rusty Blades and jkpaul. It's nice to read comments from happy customers for a change!

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Rusty Blades

Rusty BladesComment left on: 3 January 2013 at 7:28 am

I have been with SSE for just over a year and have had NO problems. I enter my FIT details online (through a website that appears to be owned by SWALEC!!) and get an immediate promise to pay within 28 days. So far the payments have come through on time - although, I have to say that the paperwork that they send me as confirmation is somewhat confusing in places.

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jkpaul

jkpaulComment left on: 2 January 2013 at 1:48 pm

Having been with E.on since we installed our Solar PV system in Nov 2011 I can certainly speak with feeling from experience of their very poor service to customers / micro-generating suppliers / FiT clients during the middle of 2012.  

I do believe in giving credit where it is due though - my belief is that E.on have now sorted out their system and are exemplary in their performance.

Here's our FiT payment history:

Our 1st payment was requested on 22nd Feb and received 34 days later.

Our 2nd payment was requested on 22nd May and received 48 days later after much chasing and hassling.  This payment was handled manually because I was making myself a pain in the neck to the FiT team and I did get the feeling it could have taken weeks or even months longer if I'd waited passively.  At this time I requested to be put onto their new automatic payments system and this was confirmed.  Again, I was under no illusion that this would have been done quickly anyway - it could have been that our next payment would otherwise have been done manually instead of automatically, had I not chase and requested it.

Our 3rd payment was requested on 22nd Aug and received 4 working days later ... an incredible improvement and a real turn-around from where things were just 3 months before.

Our 4th payment was requested on 22nd Nov and received 4 working days later.

I imagine that 4 working days wil not imrpove or reduce - it's likely to be the best that a large company can realistically do with thousands of small suppliers - I'm certainly very satisfied now and hope that others are too.

To anyone still having problems I'd recommend speaking to the FiT Team at E.on, although their hands were tied for much of 2012, they were helpful and human and did their very best to help in whatever way they could.

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mcadavies

mcadaviesComment left on: 22 December 2012 at 11:17 am

Utility Warehouse are great - the FIT meter counts as a "negative" electric meter. Put in monthly readings - your utility bill gets credited monthly!

Plus currently they are adding 2p/kwh to the credited FIT payments.

Michael

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davejones79

davejones79Comment left on: 21 December 2012 at 9:36 pm

We submitted our reading to EDF Mon 10th Dec, payment was in our bank account Friday 14th. One day quicker than previous quarterly payment. Hats off to EDF who have certainly improved massively over the past year.

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