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Problems with energy bills - overview

This advice applies to Northern Ireland

There are a variety of problems that can occur with energy bills. Many of these are related to administrative problems and are easily solved. Others, such as faults with prepayment meters, are more serious and need to be dealt with as quickly as possible.

This page explains some common problems with energy bills and outlines your rights and options.

Your bill seems too high

There are many common reasons why your bill might be higher than usual:

  • the price of gas and electricity may have gone up
  • your supplier may have been billing you using estimated meter readings for some time and has now got an actual reading which shows you have underpaid
  • there is an error on your bill, such as an incorrect meter reading
  • something has happened in your home to cause you to use more energy such as guests staying or unexpectedly cold weather.

Your account is in credit and you want a refund

If you pay your gas and electricity bills by direct debit, you may discover your account is in credit. This would happen if your actual usage was less than the amount your supplier estimated. If this happens to you, you can apply for a refund. However, you should remember that your bills will normally be higher in winter and think about whether you could afford higher winter bills if you got this money back now.

You haven’t had a bill in a long time

If you are not being charged for your gas and electricity supply, you should contact your supplier immediately to ask why. You are obliged to pay for energy you have used.

Next steps

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