A WOMAN in Dyserth has said she is contemplating relocating her family to a smaller home as her ongoing dispute with her energy provider regarding her bills remains unresolved.

Shereen Harrison told the Journal on December 24 that she was in almost £2,000 of debt with ScottishPower, who she changed to more than two years ago, and consequently could not celebrate Christmas, new year or her recent wedding anniversary.

Ombudsman Services recently completed an investigation into the complaint made by Mrs Harrison, who also cares for her husband Stephen, who suffers from numerous medical conditions and receives oxygen therapy.

In a letter shown to the Journal, Ombudsman’s report found that Mrs Harrison is due monthly payments of £340, rather than the £240 she has been paying, and suggested rectifying the situation via a written apology from ScottishPower for the shortfall in service, and a £40 gesture of goodwill.

The Ombudsman report added that she now owes ScottishPower £1,658.19.

Mrs Harrison contests the notion that her electric meter is working properly, and though she has until February 10 to decide, she does not intend to accept Ombudsman’s recommended resolutions.

She said: “They (Ombudsman) have believed everything that ScottishPower have said, even though I’m still taking meter readings.

“Yesterday, I didn’t use any extra devices, (yet) we used more electricity yesterday than the day before when I used every computer and did washing and drying.

“Is there a problem with the meter if I’m using more (electricity) when I’m not using extra devices?

“I had a person from the Ombudsman saying that they’re going to put a check meter in, and now they’re not going to do that.

“They’ve also stated that I have to start paying £340 a month. I’ve got to try and find another £100 (on top of the £240 monthly payments she is currently making).

“I don’t know where else I can go. I don’t want to move, but at this rate, the only way I’m going to be able to live is if I downsize. But then, it’s whether or not they’ve got properties for (the needs of) my husband.

“At the moment, we could still do with a four-bedroom property. We’ve got two boys still living with us, and for me to try to get a decent night’s sleep, I’ve got to have somewhere else to sleep, but I’ll even take a three-bedroom property because at this rate, I’m not going to get food on my plate.

“Even if it’s got a separate room downstairs that we could convert into a master bedroom so that he doesn’t have to use the stairs, so we don’t have a stairlift using the electricity.”

A ScottishPower spokesperson had previously said a Customer Liaison Officer has already carried out a “clamp test” at Mrs Harrison’s meter, which confirmed it was recording correctly.

Previously, billing errors also led to Mrs Harrison being advised that her payments should be £200 per week, for which ScottishPower has apologised and amended.

Mrs Harrison, who has lodged seven complaints to ScottishPower since May, has also been given an ultimatum by her husband: to keep his oxygen on and the heating off, or vice-versa.

She added: “It’s got to the stage now where both of us don’t want to be here. I’m banging my head against a wall, and I don’t know where else to go.

“They (Ombudsman) are saying that Scottish Power have done everything they can, but they haven’t. We’ve done everything that Scottish Power have told us to do.

“Everyone’s blaming it on the air source heat pumps. In the decision, it says we have to check our settings for the heating. About a month after we had this system put on, our heating was switched off at the wall, so there was no heating until recently, when we had the cold weather.

“We’ve got to get this resolved, one way or another. It’s affecting me. I’ve not slept the whole night, trying to pick my brains where I can go from here.”

Mrs Harrison previously received an apology from ScottishPower after the representative managing her complaint asked her why she didn’t temporarily turn off her husband’s oxygen machine.

Previously, ScottishPower offered £175 as a goodwill gesture, and had formerly offered to remove roughly £900 from her outstanding balance through the Hardship Fund.

Mrs Harrison, a tenant of Denbighshire County Council (DCC), said she has been in touch with DCC to see whether downsizing to a smaller property within the county is a viable option for her family.

She added: “The apology isn’t good enough; the damage has already been done. He knew how serious my husband’s health was because that’s the one thing I always say; that my husband’s health comes first.

“He’s been prescribed oxygen 24 hours a day. How am I supposed to turn it off for 24 hours? The doctor and the oxygen therapy team were appalled that he even suggested it.

“If Ombudsman’s not going to get them to put a check meter in, they’re not going to do anything.

“It’s also a bit cheeky that they’re saying they’ll put a £40 goodwill gesture. It’s not going to do anything.”

An Ombudsman Services spokesperson said: "We really appreciate the challenging circumstances the Harrisons are experiencing.

"We’ve been working with Mrs Harrison and her energy supplier to resolve their dispute and are currently in the process of reviewing the case following Mrs Harrison’s appeal.

"Once we’ve completed this process, we’ll talk it through with Mrs Harrison before being able to share any information she may wish us to share with you."

A DCC spokesperson said: “We are aware of this issue and are providing our tenant with advice and support.

“We offer all our tenants advice and guidance on household finances including income maximisation and managing outgoings and we encourage tenants to contact us as soon as possible if they are having difficulties.”

Attempts were also made to contact ScottishPower for a response.