How Tenants Use the Energy Ombudsman in England

As a tenant in England, you can use the Energy Ombudsman when your energy supplier or a third party acting for them fails to resolve a billing, meter or supply problem. This guide explains how the Ombudsman works, when you can bring a complaint, and what steps to take before escalation. It covers contacting your supplier, keeping records of bills and meter readings, submitting the Ombudsman complaint form, and where a housing tribunal or other legal remedy may be appropriate for tenancy-related disputes. Practical examples and official forms are highlighted so renters can act confidently and meet any deadlines. The tone is plain and focused on actions tenants can follow to resolve energy disputes.

How the Energy Ombudsman helps tenants

The Energy Ombudsman considers complaints about billing, faulty meters, prepayment issues and poor customer service from energy suppliers. Tenants can bring complaints where the supplier is responsible for billing or meter errors, or where a supplier’s agent has caused a problem. The Ombudsman can order a supplier to make a payment, correct bills, arrange a meter check or apologise. For the Ombudsman to accept a case you normally must have completed the supplier's complaints process first^[2] and followed their timeframe.

Before you complain

Follow these practical steps so your complaint is accepted and handled efficiently.

• Contact your energy supplier first, ask for a formal complaint reference and a final response if you are not happy with the outcome^[2].
• Keep careful records: bills, meter readings, photos of displays, texts and emails as evidence.
• Note dates and any deadlines the supplier gives you, and keep a log of calls with times and names.
• Try the supplier’s formal complaints form or process before escalating to the Ombudsman; ask for the final response letter or email if you remain dissatisfied.

Key official forms and where to find them

Below are the main official pages and forms tenants may need when dealing with energy disputes or related tenancy issues. Each item explains when to use it and gives a practical tenant example.

• Energy Ombudsman complaint form — use this after the supplier issues a final response and you still have an unresolved billing or service issue. Example: your supplier has issued two corrected bills but meter readings still disagree; you complete the Ombudsman form to request an independent review. Official complaint entry is available from the Energy Ombudsman website^[1].
• Supplier complaints procedure pages — most suppliers host an online complaints form or email process. Use the supplier form first to obtain the required final response before escalating to the Ombudsman. Example: submit the supplier form to ask for a billing investigation and keep the reference number for the Ombudsman stage^[2].
• First-tier Tribunal (Property Chamber) application forms — if a tenancy dispute involves landlord responsibilities (for example, where a landlord controls a communal meter or charges for supplies in service charges) you may need tribunal forms to resolve housing- related aspects. Example: challenge an unreasonable service charge that includes disputed energy costs; the Property Chamber pages list relevant application forms and guidance^[3].

What the Ombudsman will ask for

When you apply to the Ombudsman they typically request:

• Copies of bills and any corrected bills from the supplier.
• Meter readings and dates, and photos of meter displays where appropriate.
• Evidence of your contact with the supplier: complaint reference numbers, final response and notes of phone calls.

When a tribunal or court may be needed

If the dispute is about a landlord’s failure to manage communal supplies, unlawful charges in service charges, or an unresolved tenancy contract issue, the First-tier Tribunal (Property Chamber) may be the correct route rather than the Energy Ombudsman. The tribunal can make binding determinations about tenancy rights and charges under housing law^[3] and relevant legislation such as the Housing Act 1988 and the Rent Act 1977 should be considered for tenancy matters^[4][5].

FAQ

Can a tenant complain to the Energy Ombudsman about a landlord-controlled meter?

Yes, if the complaint concerns the supplier or the way the supplier charges or communicates; for disputes about the tenancy contract or how charges are passed on you may also need a tribunal or legal advice.

How long does the Ombudsman take to decide?

Times vary by case; the Ombudsman will give an expected timescale when they accept the complaint, but complex investigations can take several weeks.

Do I need to pay to use the Ombudsman?

No, the Energy Ombudsman service is free for consumers once the supplier's complaint process is complete.

How-To

1. Contact your energy supplier and submit a formal complaint using their process; record the complaint reference.
2. Gather evidence: bills, meter readings, photos and correspondence to support your claim.
3. If the supplier issues a final response you disagree with, complete the Energy Ombudsman complaint form and attach your evidence^[1].
4. Wait for the Ombudsman decision; if accepted, follow any remedy they order or consider tribunal action only where tenancy law issues remain unresolved.

Key Takeaways

• Always use the supplier's complaints process before contacting the Ombudsman.
• Keep dated records of bills and meter readings to support your case.
• The Ombudsman is free and can order refunds or bill corrections.

Help and Support / Resources

• Energy Ombudsman - Make a complaint
• GOV.UK - Complain about an energy supplier
• First-tier Tribunal (Property Chamber) - official guidance

1. [1] Energy Ombudsman - Ombudsman Services (Energy)
2. [2] GOV.UK - Complain about an energy supplier
3. [3] GOV.UK - First-tier Tribunal (Property Chamber)
4. [4] Legislation.gov.uk - Housing Act 1988
5. [5] Legislation.gov.uk - Rent Act 1977