Energy supply disconnection and reconnection rules in the UK

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In order to ensure an uninterrupted supply of gas and electricity to your home, you need to stay on top of your energy payments. Although energy disconnection is rare, if you are struggling to pay your bills and fail to get in touch with your supplier, there is a chance your supply will be cut off. Let’s take a closer look at why energy disconnection might happen and what happens during the disconnection process and how you can get reconnected as quickly as possible.
Last update: March 2021

Can my energy supplier cut me off?

If you’re on a standard variable, fixed or Economy 7 tariff, you’ll probably pay for your energy once a month. Your supplier will generate a bill that’s either based on estimates or on actual usage and you’ll be expected to pay this bill within 28 days.

If you fail to keep up with these payments, there is a chance your provider will disconnect your gas and electricity supply. However, as energy regulator Ofgem says, “Energy companies must not disconnect a domestic customer who has not paid their bills unless they have first taken all reasonable steps to recover those charges through a payment plan.” This means that it’s very unlikely your supply will be disconnected suddenly and without due notice.

However, if you have a prepayment meter, there’s a much higher chance that your supply will be interrupted. This is because prepayment customers have to pay for their energy before they use it by topping up the credit on their meter. If their credit runs out, their gas or electricity will stop working.
Most energy companies offer prepayment customers an emergency credit fund that they can access in urgent situations. This can help to prevent an energy disconnection at night, at the weekend or at another time that would cause you extra inconvenience.

Latest on energy disconnection

Why is my energy supply being disconnected?

The main reason your energy supply would be cut off is lack of payment. If you fall seriously behind on your energy bills and don’t work with your energy company to find a solution to the situation, you may find that your gas or electricity supply is disconnected.
In almost all cases, your energy company will get in touch with you to try and arrange a payment plan before cutting you off. If you work with them to repay your debt and get back on track, your energy supply shouldn’t be interrupted.
Most energy companies will do everything they can to avoid disconnecting a customer. So if you’re struggling, get in touch with your supplier straight away.
Your electricity or gas supply can be disconnected when:

  • You haven’t paid your energy bill for more than 28 days
  • You haven’t contacted your energy company to let them know you’re struggling
  • You’re a prepayment customer that has run out of credit.
  • You have ignored letters, phone calls and emails from your energy company trying to resolve the situation

Who can’t be disconnected?

Disconnecting a customer’s energy supply should always be a last resort as it can cause real inconvenience and hardship, especially during the winter months. Because of this, there are strict rules about who can and cannot be disconnected.
During the winter months (1st October – 31st March) customers on the Priority Services Register cannot be disconnected. These are generally customers who have already been identified as being vulnerable. You’re likely to be on the register if:

  • You’re of pensionable age
  • Are chronically sick or disabled
  • Have a long-term medical condition
  • Have a hearing or visual impairment or additional communication needs
  • Are in a vulnerable situation

If you’re not on the Priority Services Register but believe you’re eligible, get in touch with your energy supplier to let them know.
A lot of energy companies have also signed up to the Safety Net programme. This is effectively a pledge to never knowingly disconnect a vulnerable customer at any time of year. The pledge also states that, if a customer is identified as vulnerable after being disconnected, they should be reconnected as a priority, usually within 24 hours.

What is the disconnection process?

If you’re unable to come to an agreement with your supplier to pay off your debt over time, they can apply to a court for a warrant to enter your home and switch your energy off. Before they allow this energy disconnection, they have to send you a notice informing you that they’re applying to the court.
If you don’t contact your supplier after receiving this notice, the court hearing will go ahead. Unless you go to the hearing and try to work something out with your supplier, the warrant will be granted and your supplier will be able to disconnect your energy.
In reality, it’s very rare for things to go this far. Instead of cutting you off, most suppliers will instead fit your home with a prepayment meter. This requires you to pay for your energy before you use it, preventing you from going into debt.

energy disconnection

How do I get my electricity reconnected?

If your gas or electricity has been cut off, you’ll need to contact your supplier to arrange for it to be reconnected. In most cases, you’ll have to work out a plan with your supplier to repay your debt before they’ll reconnect you. This might involve having a prepayment meter installed, using the Fuel Direct scheme or creating a monthly payment plan, to avoid once again an energy disconnection.

What is reconnection fee?

You’ll also be asked to pay a reconnection fee. This fee covers the cost of reconnecting your home to the grid. It varies between suppliers but according to industry laws, it must be ‘reasonable’. You’ll need to pay this fee, as well as any other associated costs, before you’re reconnected.
You may also be asked for a security deposit by your supplier. This gives your energy company assurance that you’re able to stay on top of your finances. However, you can’t be asked for a deposit if you have a prepayment meter installed.

COVID-19

More than ever, our team of experts remain on deck to help you make savings on your energy. We understand how deeply the lives of many are affected by these trying times and we want to support you the best we can. More on your energy supply during COVID-19 in our article.

How long does it take to get power reconnected?

Once you’ve paid all necessary fees, your supplier has to reconnect you within 24 hours. If you pay your fees outside of office hours, they have 24 hours from the start of the next working day. If they fail to meet this timeline, your supplier must pay you £30 compensation. This money will normally be credited to your account.

Read More

  1. Energy Supply Disconnection Law and Process

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Written by julien

Updated on 31 Mar, 2021

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