Ofgem back-billing rules 2026: claim your energy refund
If you’ve received a late gas or electricity bill (or your supplier has “caught up” months later), Ofgem’s back-billing rules may limit what you can be charged for. Use EnergyPlus to check your options and compare whole-of-market home energy tariffs in minutes.
- Understand the 12-month back-billing limit and when it applies
- See what evidence to gather before you challenge a bill
- Submit your details to compare whole-of-market deals after a billing issue
For UK households only. We’re a comparison service (whole-of-market) and can help you move to a better tariff after you’ve checked your billing position.
Start here: check if a late bill could be limited (and compare better tariffs)
Ofgem’s back-billing rules (often called the 12-month back-billing limit) can stop suppliers from charging you for energy used more than 12 months ago if the supplier is at fault for not billing you correctly. If you’ve had a surprise catch-up bill, a reopened account, or a new bill for an old address, it’s worth checking whether part of the bill should be removed or refunded.
EnergyPlus helps UK households in two ways:
- Billing position: understand the back-billing rules and what to ask your supplier for
- Next steps: compare whole-of-market home energy deals if you decide to switch after the issue is resolved
Important: This guide is information for households and is not legal advice. If you’re in debt or struggling to pay, ask your supplier about payment plans and support; you may also want independent help from Citizens Advice.
Why compare after a billing dispute?
Billing problems can be a sign of poor account management. Once your account is corrected, switching can help you regain control (better online account tools, more predictable direct debits, or a tariff that suits your usage). We compare whole-of-market UK home energy tariffs, including fixed and variable options where available.
- Compare using your postcode and household details
- See options for gas, electricity, or dual fuel
- Check estimated costs and tariff features side-by-side
Get your personalised next steps
Fill in the form and we’ll show whole-of-market options for your home. You’ll also get a simple checklist to help you challenge a late bill.
Quick self-check: Were you billed accurately and regularly during the last year? If not, you may be able to dispute any charges older than 12 months (depending on the circumstances).
Why Ofgem back-billing rules matter for UK households in 2026
Protection from shock catch-up bills
If a supplier fails to bill you correctly, the rules can prevent them from collecting older charges beyond the limit—helping you avoid large, unexpected balances.
Fairness when the supplier is at fault
The intent is simple: if you did what you reasonably could (readings, access, contact details), you shouldn’t be penalised for supplier errors or delays.
A clean slate before you switch
Resolving billing disputes can make switching smoother. Once your account is accurate, you can compare whole-of-market tariffs and choose a supplier that suits you.
What are Ofgem back-billing rules (the 12-month limit)?
Ofgem’s back-billing rules apply in many situations where a domestic customer receives a bill late or where a supplier has not billed for energy use properly. In general terms, if your supplier has not billed you correctly for energy used more than 12 months ago, and the supplier is responsible for the failure, you may not have to pay for that older period.
Plain-English summary: if you couldn’t reasonably know you were underpaying (because bills were wrong or missing), suppliers are typically limited in how far back they can charge when they put things right.
What the rules commonly cover
Late bills / catch-up bills
Bills issued long after the energy was used, including where your direct debit was set too low because of supplier errors.
Incorrect meter setup
Wrong meter serial number, wrong meter type, or a mis-linked meter at your address leading to no/incorrect charges.
Account errors after moving home
Supplier billed the wrong person, billed the wrong address, or delayed setting up your account after you moved in.
Estimated bills not corrected
Long runs of estimates may be relevant if you tried to provide readings and the supplier didn’t act on them.
What the rules are not
- Not a “free energy” rule: it doesn’t automatically wipe all debts; it focuses on supplier failure and time limits.
- Not always automatic: you may need to challenge the bill and ask for a back-billing review.
- Not a replacement for financial support: if you’re struggling to pay, ask about payment plans, emergency credit (prepay), and support schemes.
Eligibility: when you may be able to claim a refund or reduce a late bill
Back-billing disputes usually come down to one key question: who caused the billing failure? Below are common indicators that the 12-month limit may help you (and indicators that can weaken a claim).
Often strengthens your case
- You provided meter readings (online/app/phone) but bills stayed estimated or absent
- You reported an incorrect bill or account issue and it wasn’t fixed for months
- The supplier used the wrong meter details or failed to set up your account properly
- You allowed reasonable access for meter readings where needed
- You didn’t receive bills due to supplier admin errors (wrong email/postal address on their side)
Can weaken your case
- You blocked access repeatedly where a meter read was required
- You knew you weren’t being billed and didn’t contact the supplier for a long time
- You gave incorrect move-in details (dates/readings) and didn’t correct them
- The issue is primarily due to customer tampering/fraud
Tip: Even if you think you might not qualify, you can still ask the supplier for a full bill breakdown and a written explanation of why back-billing does or does not apply. This helps if you escalate the complaint.
Does it apply to gas, electricity, smart meters and prepay?
Gas & electricity
Usually relevant to both fuels where the supplier failed to bill accurately or in time.
Smart meters
Smart readings can help prove what you used and when. Issues can still happen (e.g., comms failures or account mismatches).
Prepayment (prepay)
If your meter is wrongly set up or debt is loaded incorrectly, ask for a full statement and dispute any historic charges that may be out of time.
How to make an Ofgem back-billing refund claim (step-by-step)
A strong claim is organised and evidence-led. Use the steps below to ask your supplier to remove charges older than 12 months (where the rules apply) and to correct your account going forward.
- Request a full bill breakdown. Ask for a statement showing dates covered, readings used (estimated/actual/smart), unit rates, standing charges, and any adjustments.
- Identify the “older than 12 months” period. Mark the parts of the bill that relate to energy used more than 12 months before the bill date (or before the correction).
- Gather proof you acted reasonably. Screenshot readings submitted, emails/chats, complaint references, move-in readings, tenancy start date, and any access requests.
- Ask for a back-billing review in writing. State that you believe Ofgem back-billing rules apply due to supplier billing failure and request removal/refund of out-of-time charges.
- Keep paying the undisputed amount. If possible, pay what you agree you owe (e.g., last 12 months) while the dispute is investigated—this can help avoid escalation.
- Escalate if needed. If the supplier doesn’t resolve your complaint, follow their complaints process and ask about the Energy Ombudsman route once eligible.
What to say (copy/paste outline): “I’m disputing the portion of this bill that relates to energy usage more than 12 months ago. I believe the late billing was due to supplier failure (missing/incorrect bills despite my reasonable actions). Please apply Ofgem back-billing rules and issue an amended bill and any refund/credit due.”
Examples: when the 12-month limit may reduce your bill
Every case is fact-specific, but these examples show typical patterns where households question late charges. Use them to sense-check your situation before you contact your supplier.
| Scenario | What happened | Why back-billing may apply | What to gather |
|---|---|---|---|
| No bills for 18 months | Supplier failed to open your account correctly after move-in. | If you provided move-in details and tried to engage, charges older than 12 months may be out of time. | Tenancy date, move-in readings, emails/call notes. |
| Wrong meter linked | Bills based on someone else’s meter; yours wasn’t billed. | Supplier setup errors can lead to late correction; older periods may be limited. | Meter serial photos, readings, engineer notes. |
| Long run of estimated bills | You submitted readings but bills stayed estimated and undercharged. | If supplier ignored readings, they may be prevented from reclaiming older undercharges. | Reading submission confirmations, screenshots, dates. |
| Bill reopened after switch | Old supplier issues a new bill long after you left. | If delays are due to supplier billing failure, older amounts may be disputed. | Final bill, switch date, closing readings, complaint reference. |
Best practice: keep your correspondence in one email thread (or one complaint reference) so dates and promises are easy to track.
Common mistakes to avoid when disputing a back-billed energy charge
Stopping all payments without a plan
If you withhold everything, it may complicate the account. Where you can, pay the undisputed portion (e.g., recent months) and clearly label what you’re disputing.
Not asking for an itemised breakdown
A one-line “you owe £X” is hard to challenge. Ask for readings and dates so you can isolate the over-12-month portion.
Missing evidence of your readings
Screenshot confirmations from apps/online accounts. If you called, note dates/times. Evidence supports “I acted reasonably”.
Focusing on the total instead of the timeline
Back-billing is time-based. Always bring the conversation back to what part of the charges are older than 12 months and why the supplier caused the delay.
FAQs: Ofgem back-billing rules in 2026
Is the back-billing limit always 12 months?
It’s commonly described as a 12-month limit for domestic customers where the supplier failed to bill correctly. Whether it applies depends on the facts—especially whether you could reasonably have known you were being undercharged or not billed.
Can I get a refund if I overpaid due to incorrect bills?
If billing errors caused you to overpay, suppliers generally should correct the account and apply a refund or credit. Ask for a corrected statement and how the refund will be paid (bank transfer/cheque/account credit).
Does the rule apply if I never gave meter readings?
It can be harder. If you didn’t provide readings and ignored requests, the supplier may argue the delay wasn’t their fault. However, if you were never asked, couldn’t access the meter, or the supplier’s systems were wrong, you may still have grounds—get the full account history.
What if the bill is for a previous occupant?
You’re normally responsible only from your move-in date. Provide proof (tenancy completion date, council tax start, move-in readings). Ask the supplier to correct liability and reissue the bill.
Will switching supplier affect my complaint?
You can usually switch, but it’s often simpler to keep records straight and avoid overlapping bills by resolving the dispute first. If you do switch, keep copies of closing readings and final bills.
How long should my supplier take to respond?
Times vary by supplier and case complexity. Ask for written confirmation of your complaint reference and next response date. Keep a timeline of contacts and promises.
Want help getting organised? Use the form above to compare whole-of-market tariffs and receive a simple billing-dispute checklist.
Trust indicators: why households use EnergyPlus
“I had an unexpected catch-up bill after months of estimated readings. The checklist helped me ask the right questions, and I found a better tariff once it was sorted.”
“Straightforward comparison—no confusing jargon. After resolving the billing issue, switching was simple.”
“Whole-of-market options made it easier to choose. The reminders about readings and paperwork were spot on.”
Our focus: helping you compare home energy tariffs across the market and make informed choices after billing issues—without pushing you into a one-size-fits-all option.
Ready to act on a late bill and move to a better tariff?
If part of your bill may be out of time, start by getting the facts. Then compare whole-of-market home energy deals and choose a supplier that works better for you.
UK domestic energy only. Keep copies of bills, meter readings, and complaint references for any refund claim.
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