Problems with Bills
Moving into a new property isn’t always plain sailing and sometimes you might be met with challenges or things can go wrong. This webpage contains some information and advice around unforeseen difficulties receiving bills that:
- You weren’t expecting, or
- That aren’t actually for you, or
- You can’t afford.
Not my bill?
There are occasions when you may receive an outstanding bill that isn’t yours. Even though its not addressed to you, try not to ignore it as it won’t go away.
Non-payment of bills, even if is not your bill, could lead to a call or visit from a Debt Collection Agent.
Debt collection agencies are companies that collect unpaid bills that have not been paid to the company to which they are owed. A Debt Collection Agency will be instructed by the company to contact you to discuss options for repayment. There is usually a cost for using a Debt Collection Agency and this is likely to be added to your outstanding debt.
To avoid contact from a debt collection agency:
- 1. If your landlord manages your property, you can contact your landlord to ask that they make your bills providers aware of the date that you have moved into the property, and therefore been responsible for bill payments.
- 2. If your letting agent manages your property, you can contact your agent to ask that the landlord make your bills providers aware of the date that you have moved into the property, and therefore been responsible for bill payments.
- 3. You could contact the company to advise them when you have taken over the tenancy and let them know of the date that you moved in and the meter readings.
If you are presented with a bill addressed to “The Occupier” do not pay it or accept responsibility for the bill until you have checked the details:
- Is the charging period during your tenancy?
- Are the meter readings correct?
If a debt isn’t yours, you can file a dispute claim to make sure that the provider doesn’t pursue you incorrectly. Make sure that you take action on a debt validation letter within 30 days; if you take longer than this to respond, the provider can move forward with the collection process.
If a collector is calling you about your charges, we would advise you to:
- 1. Request validation straight away
- 2. Prepare proof that the debt isn’t yours and that they have made a mistake.
The company will need to evidence that the debt is yours to take action, and submitting a bill addressed to “the Occupier” is insufficient. The Money Nerd site Disputing a Debt provides further advice regarding challenging a debt, and/or you can contact the Citizens Advice Bureau if you are concerned.
If a Debt Collection Agency should call to your home, you do not necessarily let them in; debt collection agencies do not have right of entry to your property without a court order. If they arrive at your property without a court order, refer them to your Landlord and/or Letting Agency who should be able to provide them with the forwarding address of the previous occupants.
Can a Debt Collection Agency pursue me?
There are two scenarios through which a debt recovery agency could pursue you:
- The provider has hired a debt recovery company to recover an outstanding debt.
- The provider has ‘sold on’ the debt to the Debt Collection Agency who are now the legal owner of the debt.
Debt Collection Agencies are regulated by the Financial Conduct Authority:
- They are not allowed to call you on weekends or at irregular hours.
- They cannot visit you at your home if you tell them not to.
- They are not allowed to take your possessions forcibly in order to cover your debt.
However, they are able to take you to court if you do not pay legitimate debts.
I don’t know who my energy provider is?
If you’re having problems finding out who your energy supplier is, contact Ofgem, Find My Supplier or The Energy Shop.
It’s really important to make sure that you know:
- Who your supplier is
- How much they charge and
- the bills are in your name with the correct details.
Failure to do so could lead to a large bill or, in a worst-case scenario, threatened with recovery action. Ultimately, the energy supplier may threaten to cut off the supply.
In this case, act swiftly and provide them with details of your move in date and meter readings and supply them with the details of the landlord and or letting agent. The supplier may ask you for details of the previous tenants, refer them to your landlord or agent who will have their details.
If you are experiencing difficulties with your supplier you may wish to raise a complaint with the Energy Ombudsman.
Falling behind on bills
If you find that you are unable to keep up with payments don’t panic. Speak to your landlord or agent if you are unable to make the full rental payment. Although this may not always be the case, they may be willing to negotiate a repayment plan* with you, but this would be at their discretion.
*A repayment plan is a change to your agreement so that you are able to pay your rent in smaller chunks over a prolonged period of time.
If you are finding it hard to pay your bills, there is help available. The Student Money and Advice Team are able to provide practical budgeting advice and support. In extreme cases you may be eligible to receive a small grant from the Money Support Fund as long as you meet the eligibility criteria. The University’s dedicated team will be able to advise on these financial issues including support, funding and budgeting tips.
If you fall behind on payment of your gas and electricity, be aware that your provider is able to cut off the supply. if you are struggling with your bills, to avoid the problem escalating contact the energy supplier directly. They may be able to assist you and discuss any hardship schemes that may be available to you. In the meantime, we would encourage you to check the Government website to see whether you are eligible for the Energy Bills Support Scheme.
Further advice on financial hardship is also available from Citizens Advice, StepChange and the Money Advice Trust.
Contact Student Advice
advice@cardiff.ac.uk
029 2078 1410