Introduction to Gas and Electric Consumer Rights in the UK
The gas and electricity market in the UK is regulated to protect you as a consumer. Whether you’re switching suppliers, comparing tariffs, or dealing with billing issues, you have clear rights under laws such as the Gas Act 1986 and the Electricity Act 1989. These laws, along with rules set by Ofgem (the energy regulator), ensure you get fair treatment, transparent pricing, and reliable service.
As a customer, you have the right to choose your energy supplier, receive accurate bills, and be informed about changes to your contract. Suppliers must treat you fairly and cannot discriminate against you based on protected characteristics – learn more about discrimination and consumer rights. You also have responsibilities, such as paying your bills on time and providing meter readings when needed.
Understanding your energy supply and bills helps you avoid overpaying and spot any problems early. This knowledge is especially important if you ever need to raise a complaint or seek support.
This page will guide you through the essentials of buying gas and electricity in the UK, helping you make informed decisions and resolve common issues. For a broader view of your consumer rights, you can explore our main consumer guidance section.
Choosing Your Energy Supplier and Tariff
Choosing the right energy supplier and tariff is an important step in managing your gas and electricity costs. In the UK, you have the right to select from a range of licensed suppliers, each offering different tariffs and services. The Energy Act 2013 sets out the legal framework that protects your rights and ensures fair competition in the energy market. Ofgem, the official regulator, oversees suppliers to make sure they follow these rules and act in your best interests. You can visit Ofgem for more on your rights as an energy consumer.
To find the best deal, it’s a good idea to compare UK energy suppliers and see what each one offers. Suppliers provide various types of tariffs – such as fixed, variable, or green energy options – which can affect how much you pay and how your bills are calculated. For help in understanding these options, see our guide on choosing your energy tariff.
If you decide to change your supplier, there are clear steps you should follow to ensure the process is safe, smooth, and legal. Our detailed guide on switching energy supplier explains what to expect and how to protect your rights during the switch.
Understanding and Managing Your Energy Bills
Understanding your gas and electricity bills is key to managing your energy costs and making sure you’re not paying more than you should. Your bill should clearly show how much energy you’ve used, the tariff you’re on, and any outstanding balance or credit. If you notice unexpected charges, estimated readings, or confusing information, these could be signs of common billing issues.
If you think you’ve been overcharged or there’s a mistake, you have rights under the Consumer Rights Act 2015](https://www.longmores.law/articles/consumer-rights-act-2015/) to receive clear and accurate billing. You may also be entitled to [claim back credit if you’ve paid more than you owe.
For practical steps on how to resolve mistakes, dispute charges, or get support with any ongoing billing concerns, visit our dedicated guide to problems with your energy bill. This will help you understand your options and what to do next if things go wrong.
Dealing with Problems in Your Energy Supply or Service
If you experience interruptions to your gas or electricity supply, or find your service is unreliable, your supplier has a legal duty to provide a consistent and safe supply under the terms of your contract and the rules set by Ofgem, the UK energy regulator. If your supplier fails to deliver the service properly – such as frequent outages, inaccurate billing, or poor customer support – you have the right to raise a complaint and seek a resolution.
Start by contacting your supplier directly to explain the issue. Keep records of your communications and any evidence of the problem. If your concerns are not resolved, you can complain about an energy company by following a formal process, which may include escalating your complaint to the Energy Ombudsman if necessary.
For more detailed advice on what to do about problems with your energy supply or supplier, including your rights under the Gas Act 1986 and the Electricity Act 1989, visit our dedicated guide. If you need further support, you can also get more help with consumer issues or learn about the role of the Energy Ombudsman in resolving disputes.
Energy Meter Issues and How to Resolve Them
Gas and electricity meters play a crucial role in ensuring you are billed accurately for your energy use. Common problems include meters giving incorrect readings, not recording usage at all, or displaying error messages. These issues can lead to unexpectedly high bills or disputes with your supplier. If you suspect your meter is faulty – such as if your bills don’t match your usage or the meter display seems wrong – it’s important to act quickly.
You have the right to request a meter inspection if you believe your meter is inaccurate. Under the Electricity Act 1989, suppliers must ensure that meters are properly maintained and provide accurate readings. If you experience ongoing problems, your supplier is responsible for investigating and, if necessary, replacing the meter.
For a step-by-step guide on how to identify, report, and resolve these problems – including your rights during the process – see our detailed page on issues with your energy meter.
Moving Home: Managing Your Energy Supply
When moving house, it’s important to take the right steps to manage your gas and electricity supply. You’ll need to inform your current supplier of your move, provide final meter readings, and make sure your new home’s energy is set up correctly. This helps you avoid unexpected bills or supply issues. Under Ofgem regulations, you have the right to choose your supplier and are responsible for settling your account at your old address.
To understand the full process, including how to avoid common problems and ensure a smooth transition, see our guide on moving home – energy supply considerations.
Getting Help with Your Energy Bills
If you’re having trouble keeping up with your gas or electricity payments, you are not alone. In the UK, there are several forms of support available if you’re struggling to pay your energy bills, including government schemes, supplier assistance, and ways to reduce your costs.
Depending on your situation, you might qualify for financial help such as the Warm Home Discount Scheme](https://www.gov.uk/the-warm-home-discount-scheme), which provides eligible households with a yearly discount on their energy bills. Energy suppliers are also required under Ofgem rules to offer extra support to customers in difficulty, which could include payment plans or advice on [getting extra support from your energy supplier.
To find out more about the help available, including how to apply for assistance and practical tips for managing your bills, visit our dedicated page on how to get help with your energy bills.
Energy Issues for Small Businesses
Small businesses face unique challenges when it comes to managing their gas and electricity. Unlike domestic customers, business energy accounts often involve different contracts, billing arrangements, and responsibilities. It’s important to understand your rights, how to resolve supply or billing issues, and where to find support tailored to your needs.
Your protections as a small business energy consumer are shaped by both general consumer law and specific provisions, such as those set out in the Small Business, Enterprise and Employment Act 2015. This legislation covers important areas like contract transparency and dispute resolution.
For in-depth guidance on choosing suppliers, understanding your contract, and dealing with problems, see our dedicated section on energy issues for small businesses. This resource is designed to help you navigate your rights and responsibilities, and find the right support if you face difficulties with your energy service.
Saving Energy and Reducing Your Bills at Home
Saving energy at home isn’t just good for the environment – it can also make a real difference to your monthly gas and electricity bills. Under UK regulations, including the Energy Efficiency (Private Rented Property) (England and Wales) Regulations 2015, homeowners and tenants are encouraged to take practical steps to improve energy efficiency and reduce unnecessary consumption. Even small changes, like switching off lights when you leave a room or using energy-efficient appliances, can add up over time.
Making your home more efficient benefits you as a consumer by lowering costs and helping you use energy more responsibly. If you want practical, step-by-step advice on how to save energy at home, visit our dedicated guide. You’ll find easy tips and ideas for reducing your energy use, as well as answers to common questions such as does unplugging appliances save energy.
For more ways to take control of your energy use, see our energy management tips and explore energy optimization techniques to make your home as efficient as possible.
Additional Consumer Resources Related to Gas and Electric
When managing your gas and electricity services, it’s helpful to know about other consumer protections and resources that can support your rights. Understanding these areas can help you make informed decisions and resolve issues effectively.
If you need to raise a concern or make a complaint to your energy supplier, using the right wording can make a difference. You can save time and ensure your message is clear by using letter templates for consumer law. These templates are designed to help you communicate issues such as billing errors, service interruptions, or contract disputes.
Unfortunately, scams targeting energy customers are becoming more common. To protect yourself, it’s important to stay alert to suspicious calls, emails, or offers. Learn more about how to spot and avoid scams that target energy users, including tips on what to do if you think you’ve been targeted.
Your rights as an energy consumer are part of a broader set of protections that cover many essential services. For example, you have similar rights when dealing with water suppliers, phone, internet & TV service providers, and post and mail companies. Understanding these can help you handle issues across different sectors.
You also have rights to refunds and compensation on purchases if things go wrong, not just with energy but with other goods and services. If you’re facing problems in other areas – such as issues with buying or repairing a car, insurance, travel and holidays – cancellations and compensation, parking fines and tickets, or even vets and pets – you’ll find that many of the same consumer laws and complaint procedures apply.
Lastly, be aware of your rights regarding nuisance calls from suppliers or third parties, as there are rules in place to protect you from unwanted marketing and harassment.
Exploring these related topics can give you a stronger understanding of your consumer rights, helping you to feel confident when dealing with your gas and electricity suppliers and beyond.
