Dealing with energy suppliers FAQs
Overpayment of energy bills
I pay my energy supplier by direct debit and have built up more than £100 of credit. Can I get a refund?
Yes, you are entitled to a full refund if your gas or electricity account is in credit. But you'll need to contact your energy supplier to ask for it back, as refunds are not usually made automatically.
If you are on a regular payment scheme, think twice before asking for money back during the summer. You should expect to be in credit during the summer, as you will probably use less energy. In the winter, your account will probably show a debit balance.
Estimated gas and electricity meter readings
My energy company keeps estimating my gas and electricity use. Are they allowed to use estimates for billing?
Your energy supplier should try to read your gas and electricity meters at least once every two years. In between they are allowed to use estimates. If you can, read the meters yourself and tell your energy supplier what they say.
Threatened with energy disconnection
I can't afford to pay my bill and my supplier is threatening to disconnect me. Can I get help?
If you're having difficulties paying your gas or electricity bill, speak to your supplier as soon as you can. All suppliers must hold a licence from Ofgem, the energy regulator. There are certain standards of service that they must meet as part of that licence.
Under these licence conditions your supplier has a duty to offer a range of payment options to suit your circumstances.
If you are of pensionable age, disabled, visually or hearing impaired or chronically sick, you are eligible for certain free services and protection. To access them, contact your supplier and join its Priority Services Register (PSR). If you're on this register your supplier is not allowed to disconnect you during winter months (October 1 to March 31), even if you have a debt (except if there is a safety-related problem).
Energy supplier switched without asking
My supply has been switched to another company without my permission. Can they do this?
Your energy supplier should never be changed unless you have agreed to the switch. If you discover that this has happened, write to either your original or the new supplier asking them to object to the transfer and return you to your original supplier. Under the Erroneous Transfer Customer Charter they are obliged to either stop or reverse the transfer. See our Sample Letters page in this report.
Missing gas and electricity bills
I haven't been charged for gas or electricity for ages. Do I still have to pay?
If you are not being charged for your gas or electricity supply, contact your energy supplier immediately to ask why. You are obliged to pay for any energy you have used.
However, if your supplier is a member of the Energy Retail Association, its code of practice says the company cannot charge you (‘backbill’) for energy you used more than a year ago, as long as you have made efforts to contact them.
Compensation for power cuts
If I suffer an electricity power cut can I get compensation?
It depends on the circumstances, but you are generally entitled to compensation if your electricity goes off for:
- more than 18 hours, or
- more than four times in a year for at least three hours each time.
If it’s your energy supplier’s fault, you're entitled to £50 for the first 18 hours, with £25 for each further 12 hours without power. If the power cut is the result of severe weather, you are entitled to £25 for the first 24 hours (severe weather category 1) or 48 hours (severe weather category 2) and £25 for each further 12 hours.
To claim compensation, write to your regional electricity distributor within three months of getting your power back on. Your regional electricity distributor is the company that owns the electrical wiring and infrastructure in your area – this may be different to your supplier.
If I have a gas cut can I get compensation?
It depends on the circumstances but in most cases, if you are without gas for more than 24 hours, you are entitled to compensation of £30 under the Gas Guaranteed Standards. You are also entitled to an extra £30 for every further 24 hours you are without gas.
Your gas transporter is obliged to tell you about your right to compensation and then pay you within 20 working days of your claim, either direct to you or through your supplier. Your gas transporter is the company that owns the gas pipes and infrastructure in your area. This may be different to your supplier.
Missed appointment
My supplier failed to turn up to an appointment to read my gas meter. I waited in all afternoon. Am I entitled to compensation?
You're entitled to £20 compensation if a gas or electricity supplier fails to turn up for a pre-arranged meter reading. If they don't pay up within 10 days, you're entitled to another £20.
