Originally Posted by Marc
I sent her an email last week and again yesterday. I’ve had no response. Please can I have a phone number to call so that I’ve got some control over the complaints process?
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Originally Posted by Wirralian
I’ve just checked my emails and Lorelei failed to mention to you that I replied to her 4th March email the same day. Here is a copy of my email:
Thanks for your detailed reply. Here are my responses:
1. You sent a screenshot of the monitoring system which shows 'production' (is this total generation?) of 337.74kWh, this also shows self consumption of 39.6% of this, which would be 133.75kWh. However the 'consumption' chart adjacent shows 109.42kWh total, of which 85.3% - 93.34kWh is self production.I'm unclear how the self-consumption figure could be higher than the total household consumption. Answer: My understanding is that the self-consumption figure (pie chart on the left) is the sum of solar energy consumed by appliances and solar energy sent to the battery for storage, the self-production consumption figure (pie chart on the right) is only the solar energy consumed by appliances. Which is why the second figure is lower by approximately 40kWh. This is the solar energy sent to the battery for storage. See attached spreadsheet.
2. I'd like to do a year-on-year comparison of your consumption - would it be possible for you to forward any statements you have from your previous supplier showing your consumption at the same time of year - prior to the panels being installed please? Answer: Attached are three statements from EDF covering the period 21 November 2017 to 21 November 2018. The panels were installed on 10 January 2019. Pure Planet has the statements covering the period in between.
3. We can arrange a meter accuracy test as you've requested. The charge for this is £252. Answer: Following your thoughts, I don't want to go ahead with a meter accuracy test. I don't think it would pick-up the issue. Like you, I suspect the meter may need to be replaced with one that is compatible with a Solar PV system.
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I sent a 2nd email on the 4th March. Here is a copy of that email:
Also bear in mind what I said, that there are only two people in the house and that during this particular month we were away most of the time. Most of the consumption was met either directly from the solar panels or by the energy stored in the battery.