[HannahD_EONNext]

Hi everyone

I've had a read through all of your comments on this thread and being totally honest, I'm really disappointed and quite embarrassed that the company I work for has got it wrong on so many occasions. We should absolutely be making things as easy as possible during such a difficult time, and I'm really sorry we've not.

Whilst reading these comments was tough, the thing I love about our community is we hear you loud and clear and can get things changed. I was able to speak to a couple of people who help lead on bereavement and share all your thoughts and comments.

We're now working on changing the process around what we need at the point anyone calls us to let us know someone passed away as you're right, if no one else asks for a Power of Attorney why are we? We're also working closely with other companies and agencies to see how we can make the whole process easier for customers, for example you let one company know and the information is then passed on for you, saving you ringing/emailing/writing to every company separately.

And finally, but most importantly, arranging re-training for all of our energy specialists whether they're answering the phones, letters, email or social media to make sure they are 100% aware of what we should (and should not) be doing in these circumstances.

I'm determined we get this right, so will leave the thread open as I want to make sure anyone experiencing any issues in the future has a space to talk about it.

If anyone has any account specific questions or concerns, please send me a Direct Message on here with the details so I can make sure these are looked into as a priority.

I'm genuinely sorry for any added stress, upset or frustration we've caused but thank you so much for taking the time to tell us.

Hannah

[meldrewreborn]

@HannahD_EONNext

On the Government web site it says this almost at the very top of the page entitled "Stop acting as an attorney"

The lasting power of attorney (LPA) ends when the donor dies.

It becomes pretty much worthless. That's why nobody else asks for it.


It is good that you have taken a lead on this as the problems were too common in nature and indicated a real failure on the part of eon Next.

It should be very easy to sort out. When the account holder dies their account should be frozen. If its in credit this will need to be held until the an appropriate person to pay it to is identified. That person will normally have to take on liability for any standing charges or consumption going forward and an account will need to be opened for them. The same person will have to pay, on behalf of the estate, any debit balances at time of death.

So its just like when one occupant moves out and a new occupant takes over in so many respects - one account is closed and another one opened.

[Frustrated]

@meldrewreborn I have emails and other evidence and in fact I even emailed the ceo. Even today I’m told power of attorney is needed really. We both understand how it works but eon ummmmm

[Frustrated]

@meldrewreborn one point you made is takin on a new account as this would make you personally liable for any debts. It should be frozen but another aspect is that the accounts seem to be automatically passed to Phillips and Cohen who although it’s stated by eon there not debt collectors, in fact they are as per there web site

[meldrewreborn]

@Frustrated

And you can't get a POA for somebody who is dead, can you?

[Frustrated]

@meldrewreborn only if I consult a clairvoyant

[meldrewreborn]

@Frustrated

Its essential that a new account is opened for the energy. If nobody is prepared to do this then the supplier would be within their rights to cut the supplies off!

The old account is in the name of the deceased. New charges will immediately arise through the standing charge, whether units of gas or electricity are consumed or not. If those dealing with the estate want the power/heating on then they have to accept liability for the charges.

I can see immediately that this might pose a small problem if the property was occupied as a sole rental, as the account would likely be needed for only a short time - landlords generally want their property back ASAP.

If the property was owned by the deceased and there is no surviving partner to inherit and occupy it, then the process of sorting out the estate is liable to go on for a long time - the quickest I've managed probate is 4 months. Some take years! And others like the local council and water company are going to want to be paid too. All organisations concerned will want new accounts set up and they will want to be paid. I think that's fair and reasonable.

If the estate is asset rich but cash poor that is always a difficult situation. Payment of IHT might be necessary before Probate is granted and that can involve the executor taking out a loan to settle the IHT, so that probate can then be issued and the property likely sold, thus converting the asset into cash for distribution to the beneficiaries.

[Frustrated]

@meldrewreborn as to probate I beat you there 20 days for IHT and 14 days for probate, it took me aback at the time it took, but it was very straight forward.

regarding the standing charge if no electricity is used then the charge is waived in fact that was confirmed during today’s exchange. And is also stated on the eon website.

no those who are dealing with an estate ie executor are not personally liable for debts it would be the estate of the deceased that are liable. That is why an account is put into executor status to allow time for probate if needed for bills to be resolved at some point. A new account is not necessary and indeed why should someone be forced into a new contract because of breavement.

the real issue is when probate is not required, which is often the case how do you prove you are authorised to deal with things.

[meldrewreborn]

@Frustrated

If Probate is not required then one of the beneficiaries should step forward to administer the estate. Or else employ (at significant cost) a solicitor.

If probate is not required then getting hold of the cash assets can be achieved by way of indemnity to the cash holding organisation. Some organisations require probate for very small amounts (less than £200!) while other are almost lax. If those administering the estate seek to avoid probate (its not mandatory) then In one sense its their decision and they must deal with the issues that arise.

If there is a will this identifies who is to deal with the estate. If there is no will then the laws of intestacy identify who the beneficiaries are and one of them should take on the task. And I've known local authorities to deal with things if there are no known relatives stepping forward.

Nobody is forced into a contract because of the death. But somebody has to accept responsibility for the new account - the old one is not at all suitable on an ongoing basis - in my opinion.

But getting probate does open up access to all the deceased's assets.

[Frustrated]

@meldrewreborn ah but then if as you say a new account is needed then you could change supplier.

No one has to accept responsibility of an existing account because if you do that It opens you up personally to any debts and all it entails.

in regards to probate in to my mothers estate, two banks didn’t require it two do want it and premium bonds didn’t want it. It seems that it’s all based on the amount held. There again to get a council tax refund they require probate so it can all be hit or miss. And as a side note premium bonds can be kept in the prize draw for up to 12 months and are kept in my mothers name