An unexpectedly high bill does not automatically mean an error, and an error is not always obvious from the total. Working through the bill in a set order usually identifies which element looks wrong and why.
Check the reading and the period
Start with the readings. A bill will normally state whether each reading is an actual reading, a reading you supplied, or an estimate. Estimated readings are calculated from previous use, and if the estimate has drifted, the bill can be wrong even though the arithmetic is correct.
Then check the dates. A bill covering a longer period than usual, or one that overlaps with the previous bill, produces a larger total for reasons that have nothing to do with price or usage.
Check the rates against your agreement
Compare the unit rate and standing charge on the bill with the rates in your contract or quotation. If you have renewed or changed supplier, confirm that the new rates started on the correct date. Rates applied too early, or not applied at all, are both common.
For commercial supplies, also check any capacity or availability charge and whether the figure matches the site's agreed supply.
Check the meter details on the bill
A bill should show the meter serial number and the supply identifiers for the site. If a meter has been exchanged and the old and new readings were not reconciled properly, the account can accumulate charges that do not correspond to actual consumption. Where a meter is faulty, recording unusually high or no consumption at all, report it as a meter issue rather than a billing one.
Gather evidence before you contact anyone
- Take a photograph of the meter and note the reading on the date you take it.
- Note the date, the bill reference and the specific charge you are questioning.
- Keep a run of recent bills, which shows how the account has developed.
- Write down what you think the bill should have been, and why.
Raise the query clearly
A supplier's investigation is much faster when it is given a starting point. Set out the meter reading, the period covered, the charge you believe is incorrect and the reason. If you have a credit balance or a payment arrangement, mention it so the enquiry is routed correctly.
Keep a note of when you raised the query and who you spoke to. If a bill remains unpaid while a query is open, ask the supplier to confirm in writing how the account will be treated in the meantime, so the position is clear on both sides.
If the bill turns out to be correct
Sometimes the answer is simply that the premises used more energy than expected. That is still useful information: it points to a change on site, a faulty appliance, a leak or a change in how the building is operated. Where consumption has risen without an obvious cause, it is worth investigating the site as well as the invoice.
This guide is general information for UK households and businesses. It is not advice on your specific contract, and it does not replace the terms agreed with your supplier or the guidance published by regulators and network operators.