Energy Billing Errors
Energy bill look wrong? It probably is.
At a Glance
| Difficulty | ⭐ Easy–Medium |
| Time to DIY | 1–2 hours |
| Potential Saving | £100–£1,000+ |
| Time Limit | Back-billing limited to 12 months |
| Escalation | Energy Ombudsman |
What Is It?
Energy billing errors include:
- Incorrect meter readings (estimated too high)
- Wrong tariff applied
- Charges for the wrong property
- Meter faults
- Billing for period you weren't responsible
- Standing charge errors
You have the right to accurate bills and can challenge errors.
The Back-Billing Rule
Key protection: Energy suppliers can only back-bill for 12 months if they've been billing incorrectly.
If they suddenly claim you owe money from 2+ years ago because of their mistake, you only have to pay for the most recent 12 months.
Common Billing Errors
| Error | What Happens | Solution |
|---|---|---|
| Estimated readings | Bill based on guess, not actual usage | Submit actual readings |
| Wrong tariff | Charged at higher rate than agreed | Request tariff correction and refund |
| Meter fault | Meter recording wrong usage | Request meter test |
| Wrong property | Billed for neighbour's usage | Clarify meter point reference |
| Moved home | Still being billed after leaving | Provide move-out date and readings |
Step-by-Step: Disputing a Bill
Step 1: Gather Evidence
- All bills for disputed period
- Meter readings (photos help)
- Contract/tariff confirmation
- Correspondence with supplier
Step 2: Submit Actual Readings
- Take photos of your meter
- Submit via app, website, or phone
- Note date and readings
Step 3: Contact Supplier
- Explain the error
- Provide evidence
- Ask for correction and refund if applicable
Step 4: Formal Complaint
If not resolved:
- Put complaint in writing
- Reference specific errors
- State what resolution you want
Step 5: Escalate to Ombudsman
If unresolved after 8 weeks:
- Energy Ombudsman (energyombudsman.org)
- Free service
- Can award refunds and compensation
Requesting a Meter Test
If you suspect your meter is faulty:
- Request a meter test from your supplier
- They may charge a fee (typically £20–£50)
- If the meter is faulty, fee is refunded and bill adjusted
- If meter is accurate, you pay the fee
Energy Ombudsman
If your complaint isn't resolved within 8 weeks (or you get a "deadlock letter"):
- Website: energyombudsman.org
- Free service
- Can order: Bill corrections, refunds, compensation up to £10,000
- Binding on supplier: They must comply with the decision
Smart Meter Issues
Smart meters can have their own problems:
- Not communicating readings
- Switching to "dumb" mode after supplier switch
- Incorrect readings displayed
If your smart meter isn't working properly, your supplier must fix it or accept manual readings.
Common Questions
Q: They say I owe £2,000 from 3 years ago – do I have to pay?
No. The back-billing rule limits this to 12 months of any under-billing due to supplier error.
Q: My bill doubled overnight – what do I do?
Submit actual meter readings immediately. If usage is genuinely that high, request a meter test.
Q: I've switched suppliers – who do I complain to?
Complain to whoever sent the incorrect bill. If it relates to when you were with the old supplier, contact them.
Q: Can I get compensation on top of fixing the bill?
Yes. The Ombudsman can award compensation for distress and inconvenience caused by billing errors.