They said this… · Energy & utilities

“Your name is on the account, so you are liable from before you moved in.”

Generally incorrect

An account label does not by itself establish liability for supply before a person owned, occupied or otherwise became contractually responsible for the property.

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Why this answer

What actually matters

  • Prove the tenancy, completion or move-in date.
  • Provide an opening reading and forwarding details if known.
  • Ask the supplier to explain the legal basis for the earlier dates.
  • Check whether another person was jointly liable.

Important nuance

When the statement may have a point

  • A signed agreement may create responsibility before physical occupation.
  • Owners can sometimes be responsible during void periods.

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.

  1. Ask the supplier to explain its calculation, readings and legal or licence basis in writing.
  2. Keep paying undisputed ongoing usage where possible while identifying the disputed amount separately.
  3. After deadlock or the applicable waiting period, consider the Energy Ombudsman for an eligible dispute.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Energy & UtilitiesRead the full guide.Complaints & disputesRead the full guide.Building evidenceRead the full guide.

Official sources

Check the rules behind this statement.

Your energy supply: advice for householdsOfgem · checked 19 Sep 2026Energy OmbudsmanEnergy Ombudsman · checked 19 Sep 2026