If you think your energy bill isn’t correct

Why is my bill higher than expected?

A change in energy use or a change in energy prices can cause higher energy bills. It’s a good idea to check your bill to understand if you’ve used more energy than the previous period.

Estimated billing

If you’ve received an estimated energy bill it is because we didn't receive a meter reading from you or we weren’t able to use a reading that you provided. To estimate your gas usage we will normally use information on how much energy you used in the same period the previous year, or for electricity we will use the previous month/billing period. If we don’t hold this information we will use an industry estimation based on your previous meter readings.

Your estimated bill will be as accurate as possible based on the data we hold for you.

To make sure you get accurate bills from us please send us a meter reading. We’ll use it to adjust and replace your current bill. It’s quick and easy to do, and you’ll only pay for the energy you’ve used.

If you don't have a smart meter you can sign up for one.

Account balance

If you didn’t pay your last bill in full, we’ll include the remaining balance in your latest bill.

Changes in energy usage

Reasons you might be using more energy that's increasing your bill may be:

• More people are spending time at home

• You're using old or faulty appliances

To keep a track on how much energy you’re using, get a Smart meter - you can then use your in-home display to see how much energy you're using at a glance, which can help you save money.

Tariff change

Have you recently changed tariff? The unit rates on your new tariff may be different to your old one.

Price change

If our energy prices have changed, we’ll contact you to let you know.

I recently moved home and I have a question about my bill

If you’ve recently moved home, go to our Home Move Help where you’ll find handy guides about keeping your British Gas account or setting up a new one, or what to do if you’re getting bills addressed to the previous occupier.

When you move home, you may find yourself with a different supplier or tariff that’s more expensive than your previous one. Or you may find that your new property is not as well insulated, is larger and requires more heating or that the boiler or shower is less efficient than you’re used to. You’ll need to do some detective work and find out what’s making the difference. It could be several things that add up over the months.

What can I do if I'm struggling to pay?

If you’re having trouble paying your energy bill, we can help. Get in touch with us and we’ll find a solution that works for you.

Yes, that's helped No, I still need help Thank you for your feedback We value your feedback, it helps us to improve. We're sorry you didn't get the help you need. Let's try something else