Reading a bill and spotting errors

Bills can be wrong: estimated readings, the wrong meter, or a price change you missed. Knowing what each line means helps you catch mistakes before you pay for them.

What is on an energy bill (UK)

• Unit rate: the price per kilowatt hour (kWh) of energy you use.
• Standing charge: a fixed daily amount you pay regardless of use.
• Meter readings: shown as 'actual' (A), 'customer' (C) or 'estimated' (E); an estimate is the supplier's guess.
• Meter numbers: the MPAN for electricity and MPRN for gas identify your supply.
• Billing period, total due and due date.

A five-point check every time

• Is it estimated? Citizens Advice says if so, send a meter reading to get an accurate bill; sending readings monthly helps avoid estimates.
• Has the price changed? Compare the unit rate and standing charge with recent bills.
• Is it your meter? Compare the MPAN or MPRN on the bill with the number for your address, then compare the readings.
• Has your use jumped without a reason? Citizens Advice says a sudden rise can mean a faulty meter.
• Did you recently switch supplier or get a new meter? Citizens Advice notes mistakes can happen then, for example readings entered wrongly.

Why regular readings protect you

• When estimates are too low, a later actual reading can produce a large catch-up bill.
• Ofgem has banned energy suppliers from backbilling domestic customers for energy used more than 12 months earlier.
• Ofgem says suppliers can still bill further back if a customer behaved obstructively, for example by blocking access to the meter.
• Take a dated photo of your meter each month; it takes one minute and is strong evidence in any dispute.

How to complain about a wrong bill

• Contact the supplier, explain clearly why you think the bill is wrong, and include photos of your meter readings, says Citizens Advice.
• Keep all correspondence, including dates, names and reference numbers.
• Energy: the Energy Ombudsman is free; it advises allowing the company 8 weeks to put things right, or less if you receive a deadlock letter.
• Phone and broadband: Ofcom says you can go to a free alternative dispute resolution scheme after at least six weeks, or sooner with a deadlock letter.
• Script: 'Hello, my account number is ____. My bill dated ____ uses an estimated reading of ____. My actual reading on ____ was ____; I have a photo. Please reissue the bill and confirm by email.'

Reading a DEWA bill (Dubai)

• Check the account number, premise number and meter readings match your home.
• Look at the consumption for electricity and water separately and compare with the same month last year, if you have it, since summer air conditioning raises use.
• Check every additional line item and ask DEWA or your landlord about any charge you do not understand.
• Pay only through DEWA's official channels and save the confirmation.