Guidance for Households in the United Kingdom

This page provides a comprehensive overview of your rights, responsibilities, and support options as a domestic energy consumer in the United Kingdom. Whether you’re managing your energy account, switching suppliers, applying for help with bills, or seeking to improve energy efficiency, this guidance outlines what you need to know.

Your Supplier

Your energy supplier is the company responsible for billing, customer service, and metering. They manage your account, tariff, and access to support schemes.
Learn more: Your Supplier

Find Your Energy Supplier

If you’ve just moved into a property or don’t know who your supplier is, you can find out quickly using postcode lookup services.
Learn more: Find Your Energy Supplier

Switch Energy Supplier

You can switch suppliers at any time to get a better deal. It’s free, secure, and typically takes five working days.
Learn more: Switch Energy Supplier

What Happens If Your Energy Supplier Goes Bust

If your supplier goes out of business, Ofgem will automatically appoint a new one to ensure your supply continues uninterrupted.
Learn more: What To Do If Your Energy Supplier Goes Bust

Your Rights – Complaints, Scams and Compensation

You are entitled to fair treatment, accurate billing, and protection from poor service or fraud.
Learn more: Your Rights – Complaints, Scams and Compensation

Complain About Your Energy Supplier

If something goes wrong, you can raise a complaint with your supplier. If unresolved after eight weeks, the Energy Ombudsman can step in.
Learn more: Complain About Your Energy Supplier

Compensation for Energy Supply Issues

You may be entitled to compensation for power cuts, delayed bills, missed appointments, or failed switches.
Learn more: Compensation for Energy Supply Issues

Avoid and Report Energy Scams

Learn how to identify and report fake calls, emails, and doorstep scams pretending to be from your energy supplier.
Learn more: Avoid and Report Energy Scams

Help With Energy Costs

If you’re struggling to pay, support is available—this includes payment plans, grants, and emergency credit.
Learn more: Get Help If You Cannot Afford Your Energy Bills

Save Money on Your Energy Bill

From changing behaviours to upgrading insulation, there are many ways to reduce energy use and lower your bill.
Learn more: Save Money on Your Energy Bill

Understand Your Electricity and Gas Bills

Break down your bill and understand charges, usage, and tariff types to better manage your energy costs.
Learn more: Understand Your Electricity and Gas Bills

Plan for a Power Cut

Be prepared for both planned and unexpected outages with advice on what to do and who to contact.
Learn more: Plan for a Power Cut

Join Your Supplier’s Priority Services Register

If you’re vulnerable due to age, disability, or medical condition, the Priority Services Register provides free extra support.
Learn more: Join Your Supplier’s Priority Services Register

Energy Price Cap

This cap limits how much suppliers can charge on standard tariffs to protect consumers from overpaying.
Learn more: Energy Price Cap

Your Energy Supply and Property

Getting a Gas or Electricity Connection

New build or disconnected property? Here’s how to get your home connected to the gas or electricity grid.
Learn more: Getting a Gas or Electricity Connection

Energy Meters

Understand different types of meters, how they work, and your responsibilities as a resident or landlord.
Learn more: Energy Meters

Smart Meters

Smart meters send readings automatically and help you monitor usage with real-time data. Installation is free.
Learn more: A Guide to Smart Meters

Prepayment Meters

Prepayment meters require you to pay for energy in advance. Learn how they work, and what to do if you’re in debt.
Learn more: Debt on Prepayment Meters

Moving Your Energy Meter

Meters can be relocated for safety or accessibility, but the work must be arranged through your supplier or network operator.
Learn more: Moving Your Energy Meter