Ipswich café owner hit with £6,000 energy bill for a month

Zoe Hayman-Cox opened Sweet William's Bakery and café in 2021 and is questioning bills demanded by independent energy supply company BES Utilities. 

This newspaper reported last month how BES Utilities first billed £6,000 for one month, then for six months, and then from 2021 to 2023.

Worries grew this week when the business owner was told that she was threatened with disconnection once more if she did not pay £735.59, which includes a charge for a 'pre-disconnection' visit of £569.41.

Ms Hayman-Cox had been told she must enter into a payment plan by Friday or be cut off, and that there is no way to end her 60-month contract early.

However on Wednesday after this paper reached out for comment BES Utilities said the matter had been resolved.

BES Utilities said that between June 2021 and September 2023 the business was "significantly underbilled" due to the absence of meter readings.

Then when a reading was received in October 2023 a larger than expected "catch up bill" was generated and conisdered all unbilled electricity the business had used.

A BES spokesman said: “Mrs Hayman-Cox’s account was subject to our backbilling policy which means instead of charging for the full three-year period, we charged Mrs Hayman-Cox for just 12 months of the unbilled consumption.

“We are pleased to confirm the debt balance has been resolved, we have ceased all debt collection activity and we have arranged a refund for any late payment and disconnection charges.

“We encourage all customers to provide regular meter readings to ensure accurate billing, alternatively, like Mrs Hayman-Cox has, contact us to arrange the installation of an advanced smart metering system”.

Sweet William’s Bakery founder Zoe Hayman-Cox with ten-month-old daughter Lucy. (Image: Zoe Hayman-Cox)

The mum-of-two had paid a bill of £2,900 prior to receiving the notice this week and did not think there was anything else owing as she had since been paying for her monthly usage.

Ms Hayman-Cox, who works with ten-month-old baby Lucy and also cares for five-year-old daughter Emilia, said: "It was a complete shock. I was told that £2,900 was the full amount owing.

"I spent the whole of yesterday feeling as though I was going to pass out. I thought I was out of danger, and was taking orders and trying to get back on track after paying everything. I'm now scared I won't be able to complete those orders."

She added that the only way to leave her contract is to leave the premises which would potentially cause her to lose the custom that she had built over three years.

Ms Hayman-Cox set up the bakery in memory of her first child, who sadly passed away just two hours after birth in August 2017, after being diagnosed with a rare condition known as Edwards Syndrome.

Following BES Utilities statement Ms Hayman-Cox said while she is pleased the company has decided not to pursue the matter any further, she will need to go over the figures herself before she is able to finally relax.

“I’m not jumping up and down about it just yet, because I still want to have a good look at the figures,” she said.

Ms Hayman-Cox said that “a weight has somewhat lifted”.

“I’m not 100% certain that I am satisfied just yet,” she said.

“I’m content that it’s moving in a positive direction, but I’m not comfortable to relax just yet.

“I’d like to see it with my own eyes and be reassured that what they have done is correct.”

MP Tom Hunt said he is saddened and angered by the situation. (Image: Tom Hunt)

Her fight has been picked up by Ipswich MP Tom Hunt who has called out the "callous practice" of faceless corporations. 

Read more: MP fights on behalf of Sweet William's Bakery, Ipswich

Mr Hunt had planned to write further to the utility company before it announced that bill collection would cease.

He had also previously contacted Amanda Soloway MP, Minister for Affordability and Skills, and  Penny Mordaunt MP, in order to support the business owner.

The MP said: "Just today I rang her to discuss her situation, and how I could continue to support her and her business, after she had been told that she would be cut off by her utility company, and I glad that the continued pressure has finally led to what seems to be a positive conclusion.

"I will be keeping an eye on this situation going forward, to ensure that the situation is completely resolved, and we will be getting in touch with Zoë again next week, once she has had a chance to go through her figures.”