Department
Utility Rights
Gas, electricity, water and the complaints ladder.
Overview
Utilities are regulated. Suppliers have licence conditions, back-billing limits, safety duties and complaint deadlines. This department is the hub for gas, electricity and water — each with its own page.
Rights
- Back-billing protection: generally no charges for unbilled energy over 12 months old.
- Priority Services Register support if you are vulnerable.
- Safe supply and prompt attendance at reported gas leaks.
- Water that meets statutory quality standards.
- Free escalation to the Energy Ombudsman or the Consumer Council for Water.
When Things Go Wrong
- Catch-up bills for years of unbilled usage.
- Estimated readings ignored in favour of your actual meter.
- Discoloured water dismissed as 'normal'.
- Prepayment meters installed without proper assessment.
Step-by-Step
- 1Photograph the meter with the date visible.
- 2Log every contact: date, time, name, reference.
- 3Raise a formal complaint in writing.
- 4Wait for the deadlock letter or eight weeks.
- 5Escalate to the Ombudsman or CCW — free.
Templates
Back-billing challenge
Meter reading dispute
Water quality complaint
Deadlock letter request
Learning
Utility RightsConsumer Rights
Go to the Learning Hub →Stories
A photograph with a newspaper in it
A customer photographed the meter next to that day's date on a phone screen every week for a month. The £1,900 estimated bill became £212.
Evidence Checklist
- Dated meter photographs
- All bills and statements
- Contact log
- The deadlock letter
- Photos or samples for water quality issues
Disclaimer
General information for England and Wales only. Not legal advice. Deadlines are strict and change — check the current position and get advice if the stakes are high. Full disclaimer.