Help if you cannot pay gas and electric bills

Prepayment meters are more expensive than Direct Debit payments.

Any arrears are added to the meter and a set amount deducted each week. You must pay the arrears or risk being cut off.

Call your supplier but check these things first:

• Is the current meter reading correct?

If your bill is estimated, you can provide up-to-date readings to your supplier.

Correct readings are better in the long run even if:

• The current reading is higher
• The new bill is more
• Were your previous meter readings correct?

For example: If the last bill was a low estimate, your new high bill may be ‘catching up’

• Is the bill for the same meter?

There can be confusion about which meter to read, especially in flats.

• Write down the serial number (the mix of numbers and letters printed on the meter)
• Write down the current meter reading
• Contact your supplier with these details
• Are there any new appliances?

Some appliances, like heaters, use a lot of energy.

Older appliances can use a lot of electricity too, especially if they’re faulty.

• Spend a day checking units used whenever a certain appliance is on
• Turn it off the next day
• Compare the amount of units used

You could also:

• Take a meter reading at the same time each day for a week
• Work out your average daily usage
• Call your supplier with this information

No.

In 2018, Ofgem ruled that energy suppliers cannot ‘back-bill’ customers for energy used over a year ago.

Back-billing is when:

1. A supplier does not have regular or accurate meter readings
2. They decide to estimate a bill instead
3. Later meter readings show the estimate was
4. The supplier sends a “catch-up” bill to get what they lost

The only exception is if a customer stops an energy company from taking accurate meter readings, like by refusing access to the meter.

If you get a bill from over a year ago and do not think you owe it you can:

• Lodge a complaint with the company
• Escalate your complaint to The Energy Ombudsman

You must not ignore letters about energy bills.

You may owe money even if:

• You disagree how much
• It is from an old supplier

The company may consider enforcement action.

Read about court action in Scotland here.

Smart meters are compact devices with a screen that tells you:

• How much energy you are using
• How much it will cost

They also tell your supplier:

• How much energy you use each month
• What your bill should be

Many energy companies recommend smart meters to help people save money on energy bills.

Small changes to energy consumption should appear quickly on smart meters.

Visit the Smart Energy GB website for more information.