Recommendation 21

Energy bills are generally becoming more accurate, but the high cost of energy means that when billing issues do occur, the impacts are felt far more severely. In an era of smart metering, it is unacceptable that back bills are being issued more than a year after energy was used, often in breach of Ofgem’s rules. This can have a profound impact on customers already under financial strain and highlights a worrying disregard for Ofgem’s rules by suppliers. (Conclusion, Paragraph 78)