A smart meter throwing up impossible overnight usage spikes, or a supplier collapsing and dumping you onto a pricier "deemed" tariff — neither situation leaves you as stuck as it feels. UK energy consumers have real protections here; the trick is knowing which ones apply before you get drawn into an argument with a call centre.
What Citizens Advice's energy service actually offers
Citizens Advice runs a dedicated energy advice service covering bills, switching, smart meter problems, and support if you're struggling to pay — independent of any supplier, and free. It's the right first stop before you contact your supplier directly, because knowing exactly what you're entitled to changes how that conversation goes.
If you're in debt on a prepayment meter, you can usually still switch
This is genuinely one of the more useful, lesser-known protections: under the Debt Assignment Protocol (DAP), if you owe £500 or less per fuel on a prepayment meter (this threshold was raised from £300 in 2025), you can switch to a cheaper supplier and have the new supplier take on the debt — you're not trapped with an expensive supplier just because of a manageable balance. The debt itself doesn't disappear; you repay it to your new supplier instead, usually through small automatic deductions each time you top up. If your debt is over £500, you'll generally need to bring it below that threshold first, or agree a repayment plan, before a switch can go through.
Smart meter disputes
If your smart meter is showing readings that don't match your actual usage, ask your supplier in writing for a meter accuracy check rather than simply disputing the bill amount informally. Keep your own log of manual readings alongside what the smart meter reports, since a clear discrepancy between the two is the strongest evidence for getting an inflated bill corrected or a faulty meter replaced.
If your supplier goes bust
If your energy company collapses, Ofgem's Supplier of Last Resort process automatically moves you to a new supplier — you won't be left without energy, and any credit balance you had is protected and should be honoured by the new supplier. You're not obliged to accept whatever tariff you're placed on indefinitely; you're free to shop around and switch away once the transfer settles.
A practical action sequence
- Use an independent price comparison tool to check your current rate against the market, not just your supplier's own "loyalty" offer.
- If you suspect a billing error, request a meter accuracy check in writing and keep your own reading log.
- If you're behind on payments, ask your supplier directly about a payment plan based on what you can actually afford — they're required to offer one rather than demand a fixed amount regardless of your circumstances.
- If you have a prepayment meter and a manageable debt, check whether the Debt Assignment Protocol lets you switch to a cheaper deal now rather than waiting to clear the balance first.
See also: Ofgem's 12-month back-billing rule for shock catch-up bills, and how to escalate to the Energy Ombudsman.