Why this answer
What actually matters
- Match the meter serial number on the bill to the meter at the property.
- Compare opening and closing readings with photographs or the in-home display.
- Check the tariff, standing charge, billing period and any estimated intervals.
- Ask for a full calculation if the balance changes sharply.
Important nuance
When the statement may have a point
- The bill may be accurate if the data and calculation all match.
- A smart meter can still communicate intermittently, leaving estimated 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.
- 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