The mystery of the obstacle course Kathy Ford encountered when she downsized and moved into a retirement property has been solved with the iron will of the two pensioners and help from Crusader. A common love of music brought Robin Clark and his wife together with Kathy, a talented pianist. Already helping her with her affairs, when she moved last summer and decided to stay with her supplier Utility Warehouse (UW) Robin did the meter readings in her new home, ensuring he included photos.
These were sent to the current supplier in the property, Ovo-owned SSE Energy Services and also UW. A few weeks later Ovo told her the information it had received from UW was wrong. From then on the confusion deepened.
“I was registered on Kathy’s account as representing her with both suppliers but then I got an email from UW saying I wasn’t, and getting through to customer services took ages. The mistake about my permission to help her was eventually acknowledged,” recalls Robin.
Three times he went through the process of applying for the switch to UW which was then rejected by Ovo.
When having to make a fourth application seemed likely, the two asked Crusader to get to the bottom of it.
“UW now has Kathy registered as a vulnerable person so we get an instant response and Ovo has someone taking charge of it which has also made a big difference,” said a relieved Robin.
It seems while he did send in readings for the two meters they were not forwarded together to Ovo and one didn’t make it.
If just one had been accepted that would have risked Kathy paying two suppliers for just one supply.
She was finally transferred this spring.
“Without you there was no end in sight,” the pair told Crusader.