Why this answer
What actually matters
- Contemporaneous readings, meter history and later verified readings may help.
- Consumption patterns and occupancy dates can expose implausible estimates.
- Ask why an actual reading was rejected or replaced.
- Preserve photographs when it is safe and practical to take them.
Important nuance
When the statement may have a point
- A clear photograph may be needed to resolve a serial-number or display dispute.
- Unsupported recollection alone may carry less weight than recorded readings.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Bills and statements covering the disputed period
- Meter readings, photographs and meter serial numbers
- Tenancy or completion records showing responsibility dates
- Complaint correspondence and any deadlock letter
If they still refuse
Move the dispute forward.
- Ask the supplier to explain its calculation, readings and legal or licence basis in writing.
- Keep paying undisputed ongoing usage where possible while identifying the disputed amount separately.
- After deadlock or the applicable waiting period, consider the Energy Ombudsman for an eligible dispute.
Read the full rules
Go deeper before escalating.
Official sources