My energy supplier disconnected me wrongly — what do I do?
Energy suppliers must follow strict rules before disconnecting. Vulnerable households have additional protections. Report wrongful disconnection to Ofgem and complain to the Energy Ombudsman.
Quick Answer
If you've been disconnected without proper notice, contact your supplier immediately demanding reconnection. Energy suppliers cannot disconnect a vulnerable household between 1 October-31 March (the 'winter moratorium'). Complain to the Energy Ombudsman after 8 weeks if not resolved. Report systemic breaches to Ofgem. Citizens Advice runs the free consumer-energy advice service (0808 223 1133).
Full Explanation
Energy disconnection — for non-payment of bills — is subject to strict rules under the suppliers' licence conditions (set by Ofgem under the Gas Act 1986 and Electricity Act 1989). Before disconnection, suppliers must: (1) give 7 working days' written warning; (2) offer a manageable repayment plan; (3) consider hardship; (4) provide information about Priority Services Register and free debt advice.
Vulnerable households are protected by the 'Winter Moratorium' — suppliers cannot disconnect any household between 1 October and 31 March if it contains a pensioner, child under 5, person with chronic illness or disability, or anyone who is hospitalised. Ofgem's Standards of Conduct (SLC 25C) impose broader vulnerability protections year-round.
If disconnected wrongly (without notice, in breach of moratorium, or where you've maintained payments under an agreed plan), the supplier must restore supply urgently. You may be entitled to compensation under Ofgem's Guaranteed Standards Regulations.
For pre-pay meters: a separate set of rules applies. Forced installation of pre-pay meters was effectively banned in 2023 after the Ofgem code-of-practice tightening; suppliers must offer alternatives for vulnerable customers.
Complaint route: (1) supplier complaint within 8 weeks; (2) Energy Ombudsman if unresolved (free, binding award up to £10,000); (3) Ofgem for breach of licence conditions (regulator, not a route for individual compensation).
Do not pay anyone offering to 'reconnect' your supply — only the supplier can reconnect. Citizens Advice runs the free consumer-energy advice service on 0808 223 1133, with specialist advisers familiar with supplier and Ofgem complaint routes.
Legal Basis
- §Gas Act 1986
- §Electricity Act 1989
- §Supplier licence conditions (Ofgem)
- §Standards of Conduct (SLC 25C)
- §Energy Supply Probity (PPM) Code of Practice (2023)
- §Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
What To Do
Contact your supplier immediately
Call the customer service number on your last bill. Demand reconnection. State that you believe the disconnection was wrongful. Note date/time/agent name. If they refuse, escalate to a manager.
Confirm vulnerability protection
If your household has anyone over 65, under 5, chronically ill, disabled, or recently hospitalised — flag this. The Winter Moratorium (1 Oct-31 Mar) prohibits disconnection. Year-round, SLC 25C requires extra care.
Request a formal repayment plan
Suppliers must offer manageable terms. If you're on benefits, ask about Fuel Direct (direct DWP deductions). If you have a smart meter, prepayment mode is an alternative to disconnection.
Submit a formal complaint in writing
Reference 'formal complaint under SLC 25C'. State: (a) what happened; (b) when; (c) why you think it was wrongful; (d) what you want (reconnection + compensation). Keep dated copies.
Escalate to the Energy Ombudsman after 8 weeks
If unresolved after 8 weeks (or earlier if 'deadlock'), submit to Energy Ombudsman (energyombudsman.org). Free, binding on supplier up to £10,000. Decisions typically take 6-8 weeks.
Report systemic issues to Ofgem
Ofgem (ofgem.gov.uk) regulates licence compliance. They don't award individual compensation but can take enforcement action against the supplier, including substantial fines.
Important Deadlines
Important Warnings
Don't pay anyone offering to 'reconnect' your supply — only the supplier can reconnect; offers from third parties are scams.
Document everything in writing — supplier records can be incomplete.
If household includes vulnerable members, this is a serious breach — escalate quickly.
Don't ignore winter — disconnection during freezing weather can be life-threatening; complain via emergency channels (CAB out-of-hours, supplier emergency line, your MP).