Use this guide when a bill looks higher than expected, says it is estimated, or you are moving home or switching supplier. Have your latest bill or online account login, a torch and your phone camera ready.
Step by step
Find and identify your meters
Locate your electricity and gas meters, which are often in a cupboard, under the stairs or in an outside box. Check the meter serial number on each against the one printed on your bill so you know you are reading the right meter. If the numbers do not match, tell your supplier, as you may be billed for someone else's supply.
Read the meters correctly
For a digital meter, write down the numbers from left to right, ignoring any in red or after a decimal point. For a dial meter, read each dial left to right and, if a pointer is between two numbers, write the lower one. If you have an Economy 7 or similar meter, record both the day and night readings.
Photograph and date the readings
Take a clear photo of each meter showing the full display and serial number. Your phone records the date and time, which gives you evidence if a dispute arises later. Keep the photos in one folder with the bill.
Compare with your latest bill
Look at whether the bill says actual (A), customer (C) or estimated (E) readings. Compare the closing reading on the bill with your reading today; if the bill reading is higher than your meter, you have been overcharged on an estimate. Also check the tariff name, unit rates and standing charges against your contract.
Submit readings and ask for a corrected bill
Send your readings through your supplier's app, online account or phone line and ask for a revised bill based on actual usage. Note the date and any reference number you are given. If you have a smart meter that has stopped sending readings, report that too.
Complain if it is not put right
If the supplier does not correct the bill, make a formal complaint in writing and keep copies. If it is still unresolved after eight weeks, or you receive a deadlock letter, you can take it to the Energy Ombudsman free of charge. Ofgem publishes guidance on your rights as an energy customer.
Ready-to-use checklist
- Latest bill or account login
- Meter serial numbers matched
- Electricity reading recorded
- Gas reading recorded
- Dated photos of each meter
- Readings submitted to supplier
- Reference number noted
- Complaint letter saved if needed
Practical tips
- Set a monthly phone reminder on the same date to take and send readings.
- If you struggle to access your meter, ask your supplier about being added to the Priority Services Register.
- Keep old bills for at least a year so you can spot unusual jumps in usage.
Common problems
My bill has been estimated for months and now shows a huge catch-up charge.
Send an actual reading with a dated photo and ask the supplier to recalculate. Ask whether rules on back-billing limit how far back they can charge for energy they failed to bill correctly, and check the current rules on Ofgem guidance. If you cannot pay the amount at once, ask for an affordable payment plan.
I cannot tell which meter belongs to my flat.
Compare the serial number on each meter with the one on your bill, and if none match, contact your supplier and ask them to confirm the meter point. You can also ask the building manager or landlord for a meter plan. Do not pay a bill for a meter that is not yours until it is checked.
My smart meter shows readings but the supplier still sends estimates.
The meter may have lost communication with the supplier, which is common after a switch. Report it and submit manual readings in the meantime. Ask the supplier to fix the connection or arrange a check.