Understanding Your Energy Supply When Moving Home
When you move home in the UK, it’s important to understand your rights and responsibilities regarding your gas and electricity supply. Managing your energy accounts correctly helps you avoid unexpected bills, ensures your new property has power from day one, and protects you from being overcharged for someone else’s usage.
Your Rights and Responsibilities
As a consumer, you have the right to choose your energy supplier and to receive accurate bills based on your actual usage. You’re also responsible for notifying your supplier when you move, providing final meter readings, and settling any outstanding balances. If you don’t inform your provider promptly, you could end up paying for energy you haven’t used, or face delays in setting up supply at your new address.
The legal framework protecting your rights is set out in key legislation such as the Energy Act 2013, which aims to ensure fair treatment for energy customers and secure, reliable supply. This Act introduced important measures to improve the way energy is supplied and billed, giving you more control and transparency during the moving process.
Why Managing Your Energy Accounts Matters
Failing to manage your energy accounts when moving can lead to a range of problems. You might be billed for energy used by new occupants at your old address, or arrive at your new home to find the power has been switched off. By taking a few simple steps – such as reading your meters on moving day, contacting your supplier, and updating your account details – you can avoid these issues and make your move much smoother.
Notifying Providers and Handling Accounts
The process typically involves:
Contacting your current energy supplier before you move to let them know your moving date.
Taking final meter readings on the day you leave and providing these to your supplier, so your final bill is accurate.
Settling any outstanding bills to close your account at your old address.
Setting up supply at your new home – either by transferring your current account or choosing a new supplier.
If you’re unsure about any step, your supplier can guide you through the process, or you can refer to broader energy supply considerations when moving home for more detailed legal and practical advice.
Understanding these basics will help you avoid common pitfalls and ensure a hassle-free move, leaving you free to settle into your new home with confidence.
Notifying Your Energy Provider
When you’re planning to move home, it’s important to let your current energy provider know as soon as possible. Early notification helps prevent any misunderstandings or unexpected bills, ensuring a smooth transition at both your old and new addresses.
When to Inform Your Provider
Ideally, you should contact your energy supplier at least 48 hours before your moving date. Some providers may ask for more notice, so check your contract or contact them directly for their specific requirements. This gives your supplier enough time to process your change of address, close your old account, and set up a new one if necessary.
How to Notify Your Energy Provider
Most energy companies allow you to notify them by phone, online through your account portal, or via email. When you get in touch, be ready to provide:
The date you’re moving out
Your new address (for final bills or refunds)
A forwarding address if the new property won’t be your permanent home
Notifying your supplier is similar in some ways to switching service providers for your phone, internet, or TV – you need to give notice, settle any outstanding balances, and confirm your new contact details.
Meter Readings on Moving Day
On the day you move out, take a clear and accurate meter reading for both your gas and electricity meters. Submit these readings to your energy supplier as soon as possible. This ensures your final bill is based on your actual usage, not an estimate, helping you avoid being overcharged or paying for energy used by the next occupant.
If you forget to provide a meter reading, your supplier may estimate your final bill, which can sometimes lead to disputes or overpayments. Keeping a dated photo of your meters on moving day is a good idea, as it provides proof if there are any questions later.
Why Early Notification Matters
Giving your energy provider early notice helps you avoid:
Paying for energy you haven’t used after you’ve left
Delays in closing your account or receiving refunds
Confusion over who is responsible for bills at your old address
It also ensures the new residents can set up their own account smoothly, preventing any interruption in supply.
Further Guidance
For more detailed advice on managing your energy supply when moving, including how to connect your new property or change suppliers, the energy regulator Ofgem provides comprehensive guidance. Their resource covers everything from notifying your provider to setting up energy at your new home or business premises.
By following these steps and informing your energy provider promptly, you can make your move as stress-free as possible and avoid common pitfalls with your gas and electricity accounts.
Transferring or Closing Your Energy Account
When moving home, it’s important to deal with your energy supply promptly to avoid unnecessary charges or disruption. You typically have two options: transfer your current energy account to your new address, or close the account at your old home and set up a new one.
Transferring Your Energy Account
If you’re happy with your current energy provider, you may be able to transfer your account to your new property. Contact your supplier as soon as you know your moving date – most providers require at least 48 hours’ notice, but giving more time is always better. Let them know your new address and the date you’ll be moving in. They’ll guide you through any steps needed to continue your supply seamlessly at your new home.
Remember, energy tariffs and rates can vary by region. Your current deal may not be available at your new address, so ask your supplier if your tariff can be transferred, or whether you’ll need to choose a new one.
Closing Your Energy Account
If you decide to switch to a different supplier at your new address, or if you don’t want to continue with your current provider, you’ll need to close your existing account. Notify your supplier of your moving date and provide a final meter reading on the day you leave. This ensures you’re only charged for the energy you’ve used.
When closing your account, make sure your supplier has your forwarding address so they can send your final bill or any refund due. Pay any outstanding balance promptly to avoid late fees or negative marks on your credit file.
Switching Energy Providers
Moving home is a good opportunity to review your energy options and potentially save money by switching suppliers. You’re not obliged to stay with the provider at your new address, even if there’s an existing contract in place from the previous occupant. Compare tariffs and consider your energy usage to find the best deal for your new home.
If you’re unsure about the process, you can find more information on how to manage your energy account transfer or closure, which offers practical steps similar to switching phone or internet providers.
Ensuring Accurate Final Bills
To avoid overcharges, take clear meter readings (ideally with a photo as evidence) on the day you move out and again when you move in to your new home. Share these readings with your supplier immediately. This will help ensure your final bill is accurate and that you’re not charged for energy used by the next occupant.
Suppliers are required by Ofgem, the UK energy regulator, to issue your final bill within six weeks of your account closing. If you’re owed a refund, it should be processed promptly. If you notice any errors or delays, contact your supplier as soon as possible to resolve the issue.
By staying organised and communicating clearly with your energy provider, you can make your move smoother and avoid unnecessary stress or costs.
Getting Your New Home Connected to Gas and Electricity
If you arrive at your new home and find it isn’t connected to gas or electricity, it’s important to act quickly to get your supply set up. Here’s what you need to know and do:
What to Do If Your New Home Isn’t Connected
First, check if the property has ever had a gas or electricity supply. If it’s a newly built home or has been vacant for a long time, it may not be connected to the mains. You can usually tell by looking for a meter or asking the seller, landlord, or letting agent. If there’s no existing supply, you’ll need to arrange a new connection.
Arranging a Connection
To get connected, you’ll need to contact the relevant network operator for your area. For electricity, this is your regional Distribution Network Operator (DNO); for gas, it’s the Gas Distribution Network (GDN). They are responsible for physically connecting your property to the local mains network. After the connection is in place, you can then choose an energy supplier to set up your account and get your meter installed.
For step-by-step guidance, see our detailed page on getting your home connected to gas or electricity.
Legal Rules and Your Rights
Network operators and suppliers must follow strict rules when connecting homes to mains gas and electricity. The main laws covering these obligations are the Electricity Act 1989 and the Gas Act 1986. These Acts set out the duties of suppliers and operators, including the right of consumers to request a connection and the requirement for connections to be made within a reasonable timeframe.
How Long Does It Take?
The time it takes to get connected can vary. For properties that have never had a supply, the process can take several weeks, as it may involve digging up roads or footpaths and installing new pipes or cables. For homes where the supply has simply been disconnected, reconnection is usually quicker, often within a few days, provided all safety checks pass.
You may need to provide proof of ownership or tenancy, pay connection fees, and arrange access for engineers. It’s a good idea to contact your network operator as soon as possible after exchanging contracts or signing a tenancy agreement to avoid delays.
What to Expect During the Process
Site Survey: An engineer may visit to assess what work is needed.
Quotations and Agreements: You’ll receive a quote for the connection work, including any excavation or meter installation.
Work Schedule: Once you accept the quote and pay any fees, the operator will schedule the connection work.
Supply Activation: After the physical connection, you’ll need to choose an energy supplier to activate your supply and set up billing.
Practical Tips
Keep all correspondence and quotes in writing.
Ask your supplier or network operator for updates if there are delays.
If you’re unsure about your rights, refer to the Electricity Act 1989 or Gas Act 1986 for further information on legal obligations.
Getting your new home connected to gas and electricity can seem daunting, but understanding the process and your rights will help ensure everything goes smoothly. For more detailed steps and advice, visit our page on getting your home connected to gas or electricity.
Avoiding Overcharges and Billing Problems During Your Move
Avoiding Overcharges and Billing Problems During Your Move
Moving home can be stressful, and dealing with your energy supply is often one of the trickiest parts. To avoid overcharges and billing problems, it’s important to check your energy bills carefully, know what to do if something goes wrong, and understand your rights.
Checking Your Final and Opening Energy Bills
When you move out, your current energy supplier should send you a final bill. When you move in, your new supplier (or the existing supplier for the property) will issue your first bill. Here’s how to check both for accuracy:
Take Meter Readings: On the day you move out, take a clear reading (and a photo, if possible) of your gas and electricity meters. Do the same when you move into your new home. This helps ensure you only pay for the energy you have actually used.
Compare with Your Bill: Check that the meter readings on your final and opening bills match the readings you provided. If the supplier has used estimated readings, make sure they are not higher than your actual readings.
Review Dates and Tariffs: Make sure the dates on your bills correspond with your actual move-out and move-in dates. Also, check that the tariff rates are correct and that you’re not being charged for periods when you weren’t living at the property.
Look for Extra Charges: Watch out for unexpected fees, such as exit fees (if you’re on a fixed-term contract), and ensure they are in line with your energy contract and the rules set by Ofgem, the energy regulator.
What to Do If You Think You’ve Been Overcharged
If your bill seems too high or you spot an error, take these steps:
Contact Your Supplier: Get in touch with your energy supplier as soon as possible. Explain the issue clearly, provide your meter readings, and keep a record of all communication.
Provide Evidence: Send copies of your meter readings (with photos if available), tenancy agreements, or completion statements to prove your move dates.
Request a Corrected Bill: Ask your supplier to issue a revised bill based on your actual meter readings and correct move dates.
Check Your Rights: Under the Energy Supply Licence Conditions and Ofgem guidelines, suppliers must issue accurate bills and correct mistakes promptly. If you’ve been overcharged, you are entitled to a refund or adjustment.
Keep Records: Save copies of all bills, emails, and letters. This paperwork will be important if you need to escalate the issue.
Who to Contact for Help with Billing Disputes
If you can’t resolve the problem directly with your supplier, there are further steps you can take:
Ask for a Formal Complaint: If your supplier doesn’t fix the issue, ask to raise a formal complaint. They must respond within eight weeks.
Contact the Energy Ombudsman: If the complaint isn’t resolved after eight weeks, or you receive a ‘deadlock’ letter, you can take your case to the Energy Ombudsman. The Ombudsman is independent and can require the supplier to correct your bill, apologise, or pay compensation.
Seek Advice: You can also get free advice from Citizens Advice or your local consumer support service. They can help you understand your rights and how to proceed.
By following these steps and knowing your rights under UK energy regulations, you can help ensure your energy bills are accurate and avoid unnecessary costs when moving home.
What to Do If You Encounter Problems with Your Energy Supply
What to Do If You Encounter Problems with Your Energy Supply
Moving home can sometimes lead to unexpected issues with your gas or electricity supply. Knowing how to handle these problems quickly and effectively will help you avoid unnecessary stress and potential extra costs. Below, we outline common issues, your rights, and the steps you should take if things go wrong.
Common Problems When Moving Home
Some of the most frequent issues people face with their energy supply during a house move include:
Supply interruptions: You may find that your new home has no gas or electricity when you arrive. This could be due to the previous occupant closing their account without arranging for continued supply, or because of an outstanding debt on the meter.
Billing errors: Sometimes, you might receive a final bill that seems too high, or you could be charged for energy used by the previous occupant. Incorrect meter readings or delays in updating your account details can also lead to confusion.
Problems transferring accounts: You might experience delays or complications when trying to transfer your energy account to your new address, or when switching to a new provider.
Disputes over meter readings: If the readings you provided are not accepted, or if there is a disagreement about when responsibility for the supply changed, you could be charged incorrectly.
Your Rights and Responsibilities
Under the Gas Act 1986 and the Electricity Act 1989, energy suppliers must provide you with a fair and accurate service. Ofgem, the energy regulator, sets rules to protect consumers, including the requirement for suppliers to bill you correctly and resolve complaints in a timely manner. You are responsible for providing accurate meter readings when you move in or out, which helps ensure you are only billed for the energy you use.
How to Raise Complaints with Your Energy Provider
If you notice a problem, contact your energy supplier as soon as possible. Have your account number, meter readings, and any relevant documents ready. Explain the issue clearly, whether it’s a supply interruption, a billing error, or something else. Most suppliers have a dedicated complaints process – this can usually be found on their website or by calling customer service.
Suppliers are required to respond to your complaint within a reasonable time, usually within eight weeks. Keep a record of all communications, including dates, names of people you speak to, and copies of any correspondence.
Escalating Your Complaint
If your supplier does not resolve your complaint within eight weeks, or if you are unhappy with their final response, you have the right to escalate the issue. The next step is to contact the Energy Ombudsman, an independent body that can investigate your complaint and make a binding decision. The Ombudsman’s services are free for consumers.
You can also seek advice from Citizens Advice, which offers free, confidential guidance on energy issues. They can help you understand your rights and the best way to present your case.
Practical Tips
Always take meter readings on the day you move out and again when you move in to your new home. Take photos as evidence.
Notify your supplier of your move as early as possible, ideally giving at least 48 hours’ notice.
Check your final bill carefully and compare it with your own records.
If you have a prepayment meter and it’s not working, contact the supplier immediately – do not attempt to fix it yourself.
Dealing with energy supply problems can be frustrating, but by understanding your rights and following the correct procedures, you can resolve most issues quickly and fairly. If you need further help, remember that there are organisations and legal protections in place to support you.
Additional Considerations When Moving Home
When moving home, it’s important to look beyond simply transferring or closing your energy account. There are several additional factors to consider that can help you save money, avoid complications, and ensure a smooth transition to your new property.
Energy Efficiency Tips for Your New Home
Moving is an ideal time to review your energy usage and make cost-saving changes. Before settling in, check if your new home has energy-efficient features, such as double glazing, loft insulation, or a modern boiler. Even small changes – like switching to LED bulbs, draught-proofing doors and windows, or using smart thermostats – can make a noticeable difference to your bills. For more practical advice on reducing your energy costs, see these simple ways to save energy.
How the Home Buying Process Affects Energy Supply
If you’re buying a property, your mortgage lender may have certain requirements about the property’s condition, including its energy performance. When exchanging contracts, ask for the Energy Performance Certificate (EPC) to understand the home’s efficiency and potential running costs. The legal process of buying a home can also affect when you can switch suppliers or update your account details, so keep your solicitor or conveyancer informed about your energy plans. Remember, you are legally responsible for the energy used from the day you take ownership, so it’s vital to take meter readings as soon as you move in.
Special Considerations for Small Business Owners
If you’re moving business premises, managing your energy supply involves additional steps. Business energy contracts often have different terms to domestic ones, and failing to notify your supplier in time can result in higher charges or being placed on a deemed contract. It’s essential to check your current contract for notice periods and termination fees, and to arrange a final meter reading on the day you leave. For detailed guidance tailored to business moves, see our advice on energy supply for business premises moves.
By considering these extra factors, you can help ensure your move is as cost-effective and hassle-free as possible. Taking a proactive approach to energy efficiency, understanding your legal obligations during the buying process, and following the correct procedures if you’re a business owner will all contribute to a smoother transition into your new space.
