UK Energy Bill Guides by Problem Type
This is not a loose article list. Use it as a map from the exact billing problem to the correct guide, calculator, template or Ombudsman route.
Core clusters
Ombudsman cluster
Timing, investigation, decisions, finality, scope and remedy follow-up.
PillarTimingDisagreeBack billing cluster
12-month rule, catch-up bills, estimates and complaint wording.
RulesComparisonNo bill for yearDirect debit cluster
Payment increases, credit balances, calculator checks and challenge templates.
CalculatorTemplateComparisonWrong readings
Wrong readings, meter serial mismatch, estimated readings and rebill requests.
GuideTemplateSerial mismatchRates and bill maths
kWh, unit rates, standing charges and current cap context.
Regional rateskWh calculatorUnit vs standingSupplier issue pilot
Supplier-specific issue pages kept narrow to avoid thin duplication.
Good EnergyBritish GasOctopus DDNot sure where to start? Answer one question
Every guide on this site exists to answer one specific billing problem. The fastest route in is to name the problem rather than browse.
| What happened | Start here |
|---|---|
| A bill arrived that is far bigger than usual | Why is my bill so high |
| My monthly payment went up | Direct debit calculator |
| The reading on the bill is not what my meter says | Wrong meter reading |
| They are charging me for energy from over a year ago | Back-billing rules |
| Months of estimates, then one huge bill | Catch-up bills |
| I am in credit and they still raised my payment | Credit balance |
| My smart meter has stopped sending readings | Smart meter not sending |
| I want my credit balance back | Credit refund |
| The supplier is not resolving my complaint | Ombudsman process |
| A debt letter arrived for an old balance | How long they can chase |
| I am charged when the property is empty | High bill, no usage |
| I just want to check the arithmetic | Calculators |
The diagnosis order that saves the most time
Work down this list. Each check is faster than the one below it, and each one rules out a cause that is more likely than the next. Most people start at step 7 and never do steps 1 to 3.
| # | Check | Time | If this is it |
|---|---|---|---|
| 1 | Is the reading estimated? Look for an E beside the readings. | 30 seconds | Submit an actual reading and ask for a rebill. More |
| 2 | How many days does the bill cover? A 3-month bill next to a 2-month bill is not a like-for-like comparison. | 30 seconds | Nothing is wrong. Compare cost per day instead. |
| 3 | Did the rates change? The cap moves every quarter. | 1 minute | Compare kWh, not pounds. That separates price from usage. |
| 4 | Do the readings on the bill match your meter? | 3 minutes | Wrong reading. More |
| 5 | Is the standing charge line right? Days × p/day ÷ 100. | 1 minute | Check for overlapping billed days. More |
| 6 | Has anything changed at home? Occupancy, an EV, electric hot water, a dehumidifier, a colder winter. | 2 minutes | Real usage. Not a billing error. |
| 7 | Does the meter advance with everything off? | 15 minutes | Now you have a meter or crossed-meter case. More |
The single most useful habit: compare kWh, not pounds. A bill that rose 40% in money might be 5% more energy at 33% higher rates. Pounds mix the two together and tell you nothing about which one to complain about. Every bill shows the units used — use those.
The escalation ladder, with the dates that matter
Written query
Not a complaint yet. One issue, specific questions, evidence attached. Many are resolved here.
Formal complaint
Use the word, ask for the reference, note the date. This starts the eight-week clock.
Energy Ombudsman
At eight weeks, or immediately on a deadlock letter. Free, and binding on the supplier.
| Day | Do this |
|---|---|
| 0 | Send the written query with evidence. Diary the date. |
| 14 | No substantive reply? Convert to a formal complaint and ask for the reference. |
| 28 | Still nothing? Ask whether this is their final response or request a deadlock letter. |
| 56 | Eight weeks. Refer to the Energy Ombudsman. Free, and this is the point of it. |
| +12 months | Deadline to refer after a deadlock letter. Do not let this pass while still arguing. |
Keep paying the undisputed amount throughout, and say in writing what that amount is. It costs you nothing, and it removes the supplier's easiest counter-argument. See the Ombudsman process.
Frequently asked questions
Where should I start?
Start with the problem type, not the supplier name. Then use supplier pages only if they match your exact issue.
Are these legal advice?
No. BillDecoded provides informational checks and complaint prep, not legal advice.
Why are there calculators and templates inside guides?
Because the highest-value user intent is not just reading. It is checking the numbers and sending a better written request.
Where should I start if I do not know what is wrong?
With the checklist. Twenty minutes with the bill open will tell you whether the problem is the reading, an estimate, the rates, the days billed, the payment plan or old charges — and each of those has a different guide and a different remedy.
Do I need to read several guides?
Usually two. One to identify the problem and one template to act on it. The guides cross-link to each other at the point where the next question actually arises.
Is any of this legal advice?
No. These are informational guides to UK household energy billing, the Ofgem rules that apply and the complaints process. For legal advice, or if you have received a court claim, speak to Citizens Advice or a solicitor.