Understanding Your Energy Supply Disconnection
When your energy supplier tells you that your gas or electricity supply is at risk of being disconnected, it means they are considering cutting off your power – usually because of unpaid bills or unresolved issues with your account. Disconnection can have a serious impact on your daily life, so it’s important to understand why this might happen, what your rights are, and how to protect yourself.
Why Might Your Energy Supply Be Disconnected?
Energy suppliers in the UK can only disconnect your supply in certain situations, most commonly because of unpaid bills. However, they must follow strict rules before taking this step. Common reasons for disconnection include:
Unpaid energy bills: If you fall behind on payments and don’t agree a repayment plan, your supplier may consider disconnecting your supply.
Tampering with your meter: If your supplier believes you have interfered with your meter or stolen energy, they may disconnect you.
Safety concerns: If there’s a risk to health and safety, such as a dangerous gas leak or faulty wiring, your supplier may disconnect your supply until it’s safe.
If you’re dealing with other issues, such as billing errors or disputes, you can find more guidance under problems with your energy supply or supplier.
Legal Protections Against Disconnection
UK laws and regulations offer strong protections to prevent unfair or illegal disconnections. Your energy supplier must follow the rules set out by Ofgem – the energy regulator. Key protections include:
Advance notice: Your supplier must send you a disconnection notice at least 7 days before they plan to cut off your supply.
Vulnerable customers: Suppliers are not allowed to disconnect households during winter (1 October to 31 March) if everyone in the home is of pensionable age or under 18. They must also take extra care if you are elderly, disabled, or have a long-term health condition.
Last resort: Disconnection should only happen after your supplier has tried all other options, such as offering a repayment plan or installing a prepayment meter.
In many cases, it is illegal for suppliers to disconnect your supply without following these steps. If you believe your supplier hasn’t followed the rules, you have the right to challenge the disconnection.
Why It’s Important to Know Your Current Supplier
Sometimes, your energy supplier may change without you realising – this can happen if your supplier goes out of business and your account is transferred to a new company. If you receive a disconnection notice but are unsure who is responsible for your supply, it’s important to check who’s taken over your energy supply. Knowing your current supplier will help you contact the right company, understand your account status, and resolve any issues quickly.
Understanding these key points will help you protect your rights and take the right steps if you’re facing disconnection. For broader information about dealing with energy suppliers, see our guide on problems with your energy supply or supplier.
Your Legal Rights Regarding Energy Disconnection
Your Legal Rights Regarding Energy Disconnection
If your energy supplier has told you that your gas or electricity supply will be disconnected, it’s important to know your legal rights and the protections in place for consumers in the UK. Understanding these rights can help you challenge unfair or unlawful disconnections and ensure you receive fair treatment from your supplier.
Your Rights if Disconnection Is Threatened
Energy suppliers in the UK are regulated by Ofgem, which sets strict rules on when and how they can disconnect your energy supply. Generally, suppliers must treat you fairly and follow a clear process before any disconnection takes place. This includes giving you proper notice and considering your circumstances.
Key rights include:
Advance notice: Suppliers must give you at least 7 days’ written notice before disconnecting your supply for unpaid bills.
Fair treatment: You have the right to be treated fairly and without discrimination. If you believe you are being treated unfairly, you can learn how to fight discrimination by energy suppliers.
Dispute resolution: If you disagree with the disconnection, you can raise a complaint with your supplier and, if necessary, escalate it to the Energy Ombudsman.
Protections for Vulnerable Customers
There are extra protections if you or someone in your household is considered vulnerable. This includes people who are elderly, have a disability or long-term health condition, or families with young children. Suppliers must take reasonable steps to avoid disconnecting vulnerable customers, especially during winter months (October to March).
Additionally, if you receive certain benefits or are struggling to pay your bills, you may be eligible for getting extra support from your energy supplier. This could include payment plans, emergency credit, or being added to the Priority Services Register, which offers extra help for those most at risk.
Rules Suppliers Must Follow Before Disconnection
UK law sets out clear rules that energy suppliers must follow before they can disconnect your supply. Under the Energy Act 2013, Section 49, and consumer protection laws like the Consumer Rights Act 2015, suppliers must:
Attempt to contact you and offer ways to repay any debt, such as repayment plans or prepayment meters.
Take your circumstances into account, especially if you are vulnerable or have young children in the home.
Avoid disconnecting your supply during winter if someone in your household is of pensionable age or under 16.
Provide clear and accurate information about your rights and the reasons for disconnection.
If your supplier hasn’t followed these steps, the disconnection may be unlawful.
Identifying a Lawful Disconnection Notice
A lawful disconnection notice must:
Clearly state the reason for disconnection (usually unpaid bills).
Give you at least 7 days’ written notice.
Provide information on how to contact your supplier to discuss your options or dispute the notice.
Include details of any support or repayment options available.
If you receive a notice that doesn’t meet these requirements, or if you believe your supplier hasn’t followed the correct process, you should contact them immediately. You can also refer to Ofgem for more information on your rights and how to make a complaint.
Remember, you have strong legal protections against unfair or illegal disconnections. Knowing your rights, seeking support, and understanding the rules energy suppliers must follow can help you stay connected and ensure you are treated fairly. For more on your legal protections, you can review the full texts of the Energy Act 2013, Section 49 and the Consumer Rights Act 2015.
Steps to Take if You’ve Been Told Your Energy Supply Will Be Disconnected
If you’ve received a notice that your gas or electricity supply will be disconnected, it’s important to act quickly. Disconnection is usually a last resort, and there are steps you can take to protect your rights and keep your energy supply.
1. Read the Disconnection Notice Carefully
Energy suppliers must follow strict rules before disconnecting your supply. They’re required to give you advance notice – typically at least seven days – explaining why they plan to disconnect you and how you can avoid it. Make sure you understand the reason, the date they plan to disconnect, and any actions you can take to stop it.
2. Contact Your Energy Supplier Immediately
Get in touch with your supplier as soon as possible. Explain your situation and ask if there’s anything you can do to avoid disconnection. If you’re struggling to pay your energy bills, your supplier is required by law to offer you help, such as a payment plan or advice on managing your bills. They must also consider your circumstances, especially if you or anyone in your household is vulnerable due to age, disability, or health conditions.
3. Challenge the Disconnection if It’s Unfair or Incorrect
Suppliers cannot disconnect you without following the proper process. It’s illegal to disconnect certain groups, such as households where all residents are of pensionable age or if someone has a severe health condition. If you believe the disconnection notice is a mistake or you’re being treated unfairly, tell your supplier straight away and provide any evidence you have.
4. Make a Formal Complaint if Necessary
If you can’t resolve the issue directly with your supplier, you have the right to complain. Start by following your supplier’s complaints procedure. If you’re not sure how to do this, our guide on complaining to your energy supplier about a problem explains the steps you should take, what information to provide, and what to expect.
5. Seek Help from External Organisations
You don’t have to deal with this situation alone. There are independent advice services that can help you understand your rights and negotiate with your supplier. If you’re at risk of disconnection due to financial difficulties, check if you’re eligible for grants and benefits to help you pay your energy bills. These could help you clear arrears and avoid disconnection.
Key Legal Protections
UK energy suppliers are regulated by Ofgem and must follow rules set out in your supply contract and the Electricity and Gas (Consumer Protection) Regulations. They must:
Give you reasonable notice before disconnecting your supply
Offer support if you’re in financial difficulty
Not disconnect you in winter if you’re vulnerable (such as elderly, disabled, or chronically ill)
Not disconnect if you’ve raised a genuine dispute about your bill
If your supplier isn’t following these rules, make sure to raise this with them and, if needed, escalate your complaint.
Taking these steps quickly can make a big difference. Acting early gives you the best chance to keep your energy supply and find a solution that works for you.
Special Considerations for Different Types of Energy Supply
If you’re facing the risk of energy disconnection, the type of supply you have can make a big difference to your rights and the steps you need to take. Here’s what you need to know about different situations:
Prepayment Meters and Disconnection Risks
If you have a prepayment meter, your energy supply can be stopped automatically if you run out of credit. This is known as “self-disconnection”. Suppliers must follow strict rules to protect customers, especially those who are vulnerable. If you’re struggling to top up your meter due to financial hardship, health issues, or because you can’t physically get to a top-up point, you have the right to ask your supplier for help. They may be able to offer emergency credit, friendly credit (so your supply stays on overnight or at weekends), or additional support.
Learn more about what to do if you have problems getting to or topping up your prepayment meter.
If Your Home Is on a Heat Network
Living in a property supplied by a communal or district heat network brings its own set of rules. Heat networks are not always regulated in the same way as traditional gas or electricity supplies, so your protections may differ. If you’re facing disconnection or have concerns about your rights, check the terms of your heat supply agreement and be aware of your protections under the Heat Networks (Metering and Billing) Regulations 2014.
For a practical overview, see what to do if your home is on a heat network.
If Your Energy Supplier Has Gone Bust
If your supplier goes out of business, your energy supply will not be cut off. Ofgem, the energy regulator, will automatically move you to a new supplier. While the process is underway, your gas or electricity will continue as normal. You should take a meter reading and wait for your new supplier to contact you before switching or making payments.
Find out what to expect and your rights if your energy supplier has gone bust.
Landlord Responsibilities and Energy Charges During Tenancy
If you rent your home, your landlord has certain responsibilities regarding your energy supply. In most cases, if you pay the supplier directly, you have the same rights as any other customer. If your landlord manages the energy supply and charges you, they must follow rules about fair pricing and billing. They cannot disconnect your supply without following proper legal procedures.
For more details on your rights and your landlord’s obligations, see our guide to utilities and energy supply in UK rentals. You can also learn more about what your landlord can charge for energy.
Understanding these special considerations can help you protect your energy supply and know where to turn for support if you’re at risk of disconnection. If you’re ever unsure about your rights, it’s important to seek advice as soon as possible.
Preparing for Possible Disconnection and Power Cuts
If you’ve been told your energy supply may be disconnected, it’s important to take steps to prepare and understand your rights. While you should do everything you can to prevent disconnection, being ready for a potential power cut can help protect your household and reduce disruption.
How to Prepare for Power Cuts
Start by making a plan for what you and your family will do if your gas or electricity is cut off. Think about essential needs, such as keeping warm, preserving food, and having access to lighting and communication. For practical guidance, visit power cuts – preparation and tips for checklists and advice on how to get ready, including:
Keeping torches and batteries in an easy-to-find place
Charging mobile phones and power banks in advance
Storing some bottled water and easy-to-prepare food
Making arrangements for anyone in your home who relies on medical equipment or has special needs
Minimising the Impact on Your Household
If you know disconnection is likely, try to use up food in your fridge and freezer, as these may spoil quickly without power. Make sure you have warm clothing and blankets available, especially during colder months. If you or someone in your household is vulnerable – such as elderly people, young children, or those with health conditions – consider asking friends or family if you can stay with them temporarily.
You should also let your supplier know if anyone in your home is vulnerable. Energy suppliers in the UK are required by law to take extra care with customers who are in vulnerable situations, and they may be able to offer additional support or delay disconnection.
Your Rights to Compensation
If you experience a power cut, you may have the right to compensation, depending on the circumstances. For example, if the power cut lasts longer than a certain period or is due to a fault on the network, you could be eligible for a payment. The rules around compensation are set out by Ofgem, the energy regulator. To find out if you qualify and how to claim, see get compensation if you have a power cut.
Where to Find More Advice
Managing without gas or electricity can be challenging, but support is available. For more detailed advice on staying safe and comfortable during a power cut, including how to access emergency help and what to do if you rely on medical equipment, check the power cuts – preparation and tips resource.
Remember, if you believe your disconnection is unfair or you are being threatened with disconnection despite being vulnerable, you have rights and protections under UK law. Always speak to your supplier and seek advice as soon as possible if you are worried about your energy supply.
Additional Issues Related to Energy Supply Disconnection
If you’re facing the possibility of your energy supply being disconnected, you may also be dealing with other issues related to your energy account or supplier. Understanding these additional concerns can help you protect your rights and take the right steps to stay connected.
Concerns about Switching Energy Suppliers Without Consent
Sometimes, customers discover that their energy supplier has been changed without their permission. This is known as an "unauthorised switch" or "erroneous transfer." It can happen due to administrative mistakes, miscommunication, or, in rare cases, fraudulent activity. If your supplier has changed and you did not agree to it, this could disrupt your service or lead to confusion over bills and payments.
An unauthorised switch does not automatically mean your energy will be disconnected, but it can create complications – especially if there are payment disputes or confusion about who is responsible for your supply. If you suspect you’ve been switched without your consent, it’s important to act quickly. You can find guidance on what to do if you didn’t agree to switch energy supplier.
How Unauthorized Switches Relate to Disconnection Risks
If your supply has been switched without your knowledge, you might not receive bills or important communications from your new supplier. This can lead to missed payments, which could put you at risk of disconnection. Additionally, if your account is in dispute because of an unauthorised switch, your previous supplier may also threaten disconnection if they believe you owe them money.
To avoid these risks:
Check your bills and correspondence regularly for any signs of a supplier switch you didn’t authorise.
Contact both your old and new suppliers immediately if you notice any unexpected changes.
Keep records of all communications and any evidence that you did not request the switch.
Other Issues That May Arise with Your Energy Supply or Supplier
Apart from unauthorised switches, there are several other issues that could make disconnection more likely or cause problems with your energy supply:
Billing errors: Mistakes in your bill, such as being charged for someone else’s usage or incorrect meter readings, can lead to unexpected debts.
Disputes over debt: If you disagree with your supplier about how much you owe, it’s important to raise the issue as soon as possible. Suppliers are required to follow clear rules before disconnecting your supply, especially if the debt is disputed.
Problems with prepayment meters: If your prepayment meter is faulty or you’re unable to top up, you could lose supply. Suppliers must offer support and should not disconnect you unfairly.
Vulnerability and extra protections: If you or someone in your household is considered vulnerable (for example, due to age, disability, or long-term illness), your supplier has extra responsibilities to avoid disconnection. Make sure your supplier knows about your circumstances.
If you experience any of these issues, it’s important to contact your supplier as soon as possible. Suppliers must follow industry rules set by Ofgem and the Consumer Protection from Unfair Trading Regulations 2008. They are required to treat customers fairly, give proper notice before disconnection, and offer support if you’re struggling to pay.
Understanding your rights and acting quickly can help prevent unnecessary disconnection and make sure your energy supply remains secure. For more information on specific issues like unauthorised supplier switches, see our advice on if you didn’t agree to switch energy supplier.
