Learning
Utility Rights
Regulated suppliers, licence conditions and free escalation.
Energy suppliers operate under licence conditions set by the regulator. Those conditions include back-billing limits, complaint handling standards and support for vulnerable customers via the Priority Services Register.
Water companies must supply water meeting statutory quality standards and must investigate quality complaints.
Both sectors have free independent escalation: the Energy Ombudsman for energy, the Consumer Council for Water for water.
Key points
- Back-billing: usually no charges for usage over 12 months unbilled.
- Deadlock letter or eight weeks unlocks the Ombudsman.
- Priority Services Register is free and worth joining.
- Report a gas smell immediately to the emergency number, not your supplier.
You’re safe. You’re capable. You’re legally unstoppable.