Understanding Problems with Your Energy Supply or Supplier
When you have a problem with your energy supply or supplier, it can be stressful and confusing. Common issues include mistakes on your bills, unexpected power cuts or interruptions to your gas or electricity, and difficulties getting help or clear answers from your energy company’s customer service team. These problems can disrupt your daily life and may even affect your safety or finances.
As an energy consumer in the UK, you have important rights and protections. Energy suppliers must follow strict rules set out by Ofgem, the energy regulator, and must treat customers fairly. Under the Consumer Rights Act 2015, you are entitled to services that are provided with reasonable care and skill. If your supplier fails to meet these standards – for example, by overcharging you, providing inaccurate bills, or not responding to complaints – you may be able to seek a correction, compensation, or a refund.
It’s not always easy to tell whether the issue is with your supply (such as a local power cut) or your supplier (such as a billing error). If you’re unsure, it can help to check if your neighbours are affected or to contact your supplier for clarification. Knowing exactly who your current supplier is is essential, especially if you’ve recently moved or haven’t switched providers in a while. If you’re unsure, you can find out who your gas or electricity supplier is.
If you do experience a problem, there are several options available to help you resolve it. You can start by contacting your supplier directly to explain the issue and request a solution. If you’re not satisfied with their response, you may be able to escalate your complaint to an ombudsman or seek compensation, depending on the circumstances.
For more information on your gas and electric rights and responsibilities, and to learn about the steps you can take to resolve specific issues, explore the related sections on this site.
Common Issues You Might Face
When dealing with your energy supply, there are several common problems you might encounter. Understanding your rights and knowing what steps to take can help you resolve these issues more effectively.
Billing errors or unexpected charges
Mistakes on your energy bill, such as being overcharged or billed for the wrong period, are unfortunately quite common. Energy suppliers are required to follow the rules set out by Ofgem, the energy regulator, and must provide clear, accurate bills. If you spot a mistake or don’t understand your bill, you have the right to challenge it and ask for a correction. For more detailed advice on this topic, see our guidance on problems with your energy bill.
Unexpected power cuts or supply interruptions
If you lose your gas or electricity supply without warning, your network operator is usually responsible for fixing the issue. Suppliers and network operators must follow guaranteed standards of service, which may entitle you to compensation if the problem isn’t resolved within a set timeframe.
Problems with meter readings or prepayment meters
Incorrect meter readings can lead to inaccurate bills, while faulty prepayment meters or issues topping up can leave you without energy. If you’re having trouble with your meter, your supplier must investigate and resolve the issue. For specific help with prepayment meters, see our advice on problems with prepayment meters.
Poor customer service or communication
Energy suppliers are required to handle complaints fairly and communicate clearly. If you’re struggling to get answers or your complaint isn’t being taken seriously, you can escalate the issue within the company and, if needed, take it to the Energy Ombudsman.
Unauthorized switching of your energy supplier
You should never be switched to a different energy supplier without your consent. If this happens, there are rules in place to protect you and help you return to your chosen supplier. Find out what to do if you didn’t agree to switch energy supplier.
Threats of disconnection or actual disconnection notices
Suppliers can only disconnect your energy in specific circumstances and must follow strict procedures, including giving you proper notice and offering support if you’re in financial difficulty. If you’re at risk, read our advice on what to do if you’ve been told your energy supply will be disconnected.
Supplier going out of business
If your energy supplier goes bust, Ofgem will automatically move you to a new supplier to ensure your supply continues. For guidance on what to expect and how to protect your rights, see what to do if your energy supplier has gone bust.
If you’re facing any of these problems, remember that you have legal protections under the Gas Act 1986, the Electricity Act 1989, and Ofgem’s supply licence conditions. Taking prompt action and knowing your rights can make it easier to resolve your energy supply issues.
What to Do If You Have a Problem with Your Energy Supply or Supplier
If you notice a problem with your energy supply – such as a sudden power cut, incorrect bill, or poor service – the first step is to check if the issue is isolated to your home or affects your area. For billing issues, review your latest statements and take up-to-date meter readings. Collect any relevant information, such as previous bills, payment records, and details of the problem, to help support your case.
Next, contact your energy supplier directly to explain the issue. Clearly state what’s wrong and provide any evidence you have gathered. If you need guidance on how to do this, see our advice on complaining to your energy supplier about a problem.
If your supplier does not resolve the issue or you are unhappy with their response, you have the right to escalate your complaint. You can follow the formal process to complain about an energy company, which may involve contacting the energy ombudsman if necessary.
You may be entitled to compensation or a refund in certain situations. For example, if you have experienced a prolonged power cut, you could get compensation if you have a power cut. If you have been overcharged or have a credit balance, you can claim back credit from your supplier.
If you’re struggling to pay your energy bills, there is help available. You might be eligible to get help with your energy bills or consider getting extra support from your energy supplier.
Your rights as an energy consumer are protected by law, including the Energy Act 2013, which sets out key rules for suppliers and customers. Knowing your rights and following the correct steps can help you resolve most energy supply problems quickly and fairly.
Special Situations and Additional Support
If you’re facing energy supply problems, certain situations may require extra support or have unique rules. Here’s what you need to know about special circumstances and the help available:
Heat Networks
If your home is on a heat network, your rights and responsibilities differ from standard gas or electricity supply. Heat networks supply heating and hot water from a central source to multiple homes or buildings. You can find out more about your rights and what to do if you have issues if your home is on a heat network. For the detailed legal framework, you can also refer to the Heat Networks (Metering and Billing) Regulations 2014.
Prepayment Meters
Prepayment meters can present unique challenges, such as running out of credit or being unable to top up. If you’re having problems getting to or topping up your prepayment meter, there are steps you can take to resolve the issue and ensure your supply is not unfairly cut off.
Tenants and Landlord Charges
If you rent your home, your landlord may be responsible for supplying energy or charging you for its use. There are strict rules on what your landlord can charge for energy, so it’s important to know your rights if you think you’re being overcharged or treated unfairly.
Discrimination by Energy Suppliers
Energy suppliers must not discriminate against you based on factors like age, disability, or race. If you believe you’ve been treated unfairly, learn how to fight discrimination by energy suppliers and what steps you can take to raise a complaint.
Alternative Fuels
If you use oil, LPG, or other alternative fuels instead of mains gas or electricity, you may still be able to get extra support with your bills. Find out about help with bills if you use alternative fuels and what schemes are available.
Small Businesses
Small businesses can also face energy supply problems, from billing disputes to sudden changes in contract terms. For tailored advice, see our guide on energy issues for small businesses.
If you’re in any of these situations, it’s important to know your rights and where to get help. Use the links above to explore your options and find further guidance.
Preventing and Managing Energy Supply Problems
Managing your energy supply effectively can help you avoid common problems like unexpected bills, service interruptions, or disputes with your provider. Here are some practical ways to prevent and handle issues with your gas or electricity:
1. Choose the Right Energy Tariff
Selecting a tariff that suits your needs can reduce the risk of billing errors or paying more than necessary. Take time to review your options and understand the terms, as different tariffs come with varying rates and conditions. For more guidance, see our advice on choosing your energy tariff.
2. Manage Your Energy Usage
Keeping track of your energy consumption can help you spot potential problems early – such as unusually high bills – and reduce your costs. Simple steps like reading your meter regularly and using energy-efficient appliances can make a difference. For more advice, explore our energy management tips.
3. Prepare for Power Cuts
Power cuts can happen without warning, but being prepared can minimise disruption. Make sure you know where your fuse box is and keep a torch handy. For further guidance on what to do before and during an outage, visit power cuts – preparation and tips.
4. Moving Home
If you’re moving, it’s important to contact your current and new suppliers in advance to ensure a smooth transition and avoid being billed for energy you didn’t use. See our checklist for moving home – energy supply considerations.
5. Switching Suppliers
If you’re unhappy with your current supplier’s service or prices, you have the right to switch. Comparing providers can help you find a better deal and avoid ongoing issues. Learn how to compare UK energy suppliers and follow our guide to switching energy supplier.
Legal Protections:
Under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 and Ofgem’s rules, energy suppliers must provide clear information, accurate billing, and a fair complaints process. If you experience ongoing problems, you have the right to escalate complaints to the Energy Ombudsman.
Taking these steps can help you prevent many common energy supply issues and ensure your rights are protected.
