UK guidance for households seeking assistance with energy-related concerns.

This page provides formal guidance on how to correctly and efficiently address domestic energy issues in the United Kingdom. It identifies the appropriate points of contact for a wide range of consumer concerns, including billing disputes, energy supply interruptions, meter problems, complaints, and energy efficiency enquiries.

Whether you are a homeowner, tenant, or landlord, the following categories offer a clear path to resolving energy-related problems through recognised authorities and service providers.

How to Find Your Energy Supplier

If you are unsure who supplies your energy, it is important to identify your supplier to resolve any service issues or access relevant support. Your energy supplier is the company responsible for providing gas or electricity to your property and issuing your bills.

You can find your electricity supplier by contacting your local Distribution Network Operator (DNO) which manages your area’s electricity infrastructure. For gas, you can contact the Meter Point Administration Service (MPAS) via their online enquiry service or helpline.

Always keep a copy of your most recent bill, as it usually displays your supplier’s name clearly.

Your Energy Supplier

Primary point of contact for:

  • Billing errors or overcharging
  • Changing tariffs or payment methods
  • Setting up or closing an account
  • Smart meter installations
  • Debt repayment plans
  • Warm Home Discount enquiries
  • Applying for Priority Services Register

Suppliers are legally required to respond within 8 weeks to any formal complaint. If unresolved, the issue may be escalated to the Energy Ombudsman.

How to contact:

  • Use customer service contact details found on your energy bill
  • Most suppliers offer online portals, live chat, and call centres
  • Written complaints should be acknowledged within 5 working days

Your Distribution Network Operator (DNO) or Gas Transporter

Responsible for:

  • Power cuts or gas leaks
  • Damage to external cables, pipes, or equipment
  • Emergency restoration of supply
  • Safety inspections of external infrastructure

Who they are:

  • DNOs (electricity) and Gas Transporters (gas) maintain the infrastructure that delivers energy to your home
  • They are not the same as your supplier

To report a power cut (England, Scotland, Wales):

To report a gas emergency:

  • Call 0800 111 999 (National Gas Emergency Service)

Citizens Advice

Provides:

  • Independent, free energy advice
  • Support with switching suppliers
  • Help with energy debt and disconnection risk
  • Explanation of tariffs, contracts, and consumer rights

Contact:

Citizens Advice can also help you understand complex supplier communication and prepare documents for complaints.

Ofgem (Office of Gas and Electricity Markets)

Regulator for:

  • The electricity and gas markets in Great Britain

Role:

  • Sets rules for energy suppliers and network companies
  • Enforces supplier standards and customer protection
  • Publishes performance and complaint data
  • Does not resolve individual disputes, but provides regulatory guidance

Website: www.ofgem.gov.uk

Use Ofgem’s resources to:

  • Compare tariffs
  • Understand energy price caps
  • Review supplier performance
  • Stay updated on government energy policies

The Energy Ombudsman

Final point of escalation for unresolved complaints after contacting your supplier.

When to contact:

  • You’ve followed your supplier’s formal complaints process
  • It has been 8 weeks with no resolution, or you’ve received a deadlock letter

Ombudsman Services: Energy

  • Free, impartial dispute resolution service
  • Can require suppliers to apologise, explain, offer compensation, or take corrective action

How to contact:

Documentation such as account numbers, complaint records, and supplier correspondence should be provided to support your case.

Local Authority and Council Services

Contact for:

  • ECO Flex declarations under the Energy Company Obligation scheme
  • Emergency grants from the Household Support Fund
  • Energy advice for vulnerable households
  • Landlord/tenant housing energy disputes

How to contact:

Local authorities may work in partnership with national schemes and charities to provide energy efficiency support and funding access.

Independent Consumer Charities

These charities provide targeted support for vulnerable individuals, energy hardship, and fuel poverty:

  • National Energy Action (NEA)
    Advice and advocacy for energy efficiency and affordability
    www.nea.org.uk
  • StepChange Debt Charity
    Help with budgeting, energy arrears, and negotiating repayment
    www.stepchange.org
  • Age UK
    Energy assistance and home safety support for older adults
    www.ageuk.org.uk

To resolve any energy-related concern efficiently:

  1. Start by contacting your energy supplier—they are your contractual first point of support.
  2. Report emergencies such as power cuts or gas leaks directly to your network operator or emergency services.
  3. Use Citizens Advice for help interpreting rights, supplier letters, or dealing with debt.
  4. Escalate unresolved complaints to the Energy Ombudsman after the supplier’s internal process is complete.
  5. Engage your local authority for assistance with ECO Flex, hardship funds, or council-managed schemes.
  6. Contact national charities if you require tailored advice, financial relief, or legal housing support.

Keep all correspondence and document references when interacting with suppliers, councils, or support organisations to ensure accountability throughout the resolution process.