Energy billing: get help with bills and payments

Let’s be honest, it’s not always easy understanding energy bills and the jargon that comes with them. That’s why we’ve broken it down to help you get to grips with your energy bills and access support if you’re struggling.

This blog is most relevant for those who pay a monthly bill or Direct Debit, and won’t be relevant for those using pre-payment meters. If you can’t afford to top up your prepayment meter, Citizens Advice have a helpful support page.

Most energy bills should contain information such as:

• Personal details: your name, address, and account number.
• Supplier information: the name and contact details of your energy supplier.
• Tariff details: The type of energy tariff you’re currently on (e.g. a fixed rate or variable rate).
• Energy usage: the amount of gas and electricity you’ve used, usually measured in kilowatt-hours (kWh).
• Charges: a breakdown of the costs, including unit rates, standing charges, and any other fees.
• Payment details: information on how to pay your bill (e.g. by Direct Debit).
• Estimated annual cost: a projection of your annual energy costs based on your current usage.

Taking regular meter readings will make your energy bills more accurate, as it won’t rely on estimated energy usage, leading to unexpected high energy bills. Submitting meter readings may also help you understand your energy usage better, and learn hacks to cut back if you feel you’re using too much energy. 

If you’re on a standard variable tariff when the energy price cap changes, that’s one of the most important times to read your meter. This is so that your energy company is not estimating your usage.

Contact your energy company if you’re struggling to understand your energy bills, as they may be able to help you. 

If you need extra support due to a disability, health condition, or other circumstance, you may be able to sign up to your energy company or network provider’s Priority Services Register. As part of this service, they can offer specific support to meet your needs. They may be able to help with meter readings, send you bills in an accessible format, give advance notice of service interruptions and more. Read our blog to find out more.

You might see ​‘kWh’ on your energy billing information. A kilowatt-hour is a unit of energy that’s used to measure how much electricity or gas you use, and it’s a standard measurement in all energy bills. An example to help you understand kWh better is that if an appliance has a 1 kW power rating, if you turned it on for a full hour continuously, it would use 1 kWh of energy.

Many people pay a set/​fixed amount for their energy bills via a monthyl Direct Debit, so if you use less energy throughout the year, such as in the summer months, you might build up credit to offset the higher winter bills.

If you see a large amount of credit in your account, you might be able to request a refund or lower your monthly payments.

Some people may keep the credit in their account so that through winter, you’ve already got a reserve to go towards any higher energy usage on things like heating or lighting.

When your energy bill balance is in debit, this means that your account is in the negative and that you owe money to your supplier. This might be because you’ve used more energy than you’ve paid in towards, or there could be an error. If you pay a set amount each month towards your energy bills, you may find that in summer months you’re building up credit, and in the winter this might go into debit. 

If you find yourself stuck in debit, it might be worth increasing your monthly payment amount if this is feasible or making a one-off payment into your account but it’s important to consider your overall financial situation. 

A ​‘standing charge’ is a fixed amount you pay to your energy provider. It’s not linked to how much energy you use, as this is a unit rate (like a ​‘kWh’).

The energy price cap limits what you pay for your gas and electricity usage, and sets a maximum daily standing charge. Remember, that this is just a price cap for each unit of energy, so if you use more, you’ll pay more.

Keep in mind that there may be some new tariffs available with no standing charges, but they have higher unit rates for energy, meaning that they’re designed for people who use a low amount of energy.

Speak to your supplier and ask them about options such as: a review of your current payments and debt repayments, giving you more time to pay, offering access to hardship funds or grants and offering advice on how to use less energy.

Having a better understanding of how much energy you’re using can help you feel more in control of your energy bills and find a better deal. You could look at MoneySavingExpert’s guide, how to work out your energy usage to find out more. Lots of energy companies have apps or online portals where you can track your energy usage and bills.

Although most people pay their energy bills by Direct Debit, this isn’t mandatory. Some people find Direct Debits the easiest way to never miss a payment, and stop you from having to pay big bills at once. Sometimes, you might find a cheaper tariff if you pay by monthly Direct Debit. There may be an option to pay quarterly if you prefer. 

Prepayment meters can also be referred to as a ​‘pay-as-you-go’ solution for energy usage, which lets you pay for your energy in small amounts. Citizens Advice have a guide that could help you decide it’s the right option for you.

With energy bills on the rise, many people are struggling. If you’re finding that your bills are higher than normal, it could be due to a number of reasons: 

• Your estimated bill is wrong

• Your energy supplier has put their prices up 

• You have been overcharged 

• Your meter is faulty

If you’re worried about receiving a high energy bill, contact your energy provider for help. There may be support available from suppliers if you’re struggling to pay. If you have a smart meter, monitor your usage to see if you can cut down using some energy saving tips to help, or find a better tariff that works for you.

Back billing is sometimes referred to as ​‘catch-up’ billing, and it can happen when you’ve used energy but haven’t been charged for it. Make sure you take regular meter readings like we mentioned earlier, and check Ofgem’s guide to see if you’re protected by their back billing rules before you decide on your next steps. Remember that you’ll need to pay for the energy you used in any period that’s not covered by the back billing rules.

We know that times are tough right now, but you don’t have to go through it alone.