Can an electricity company disconnect me over a disputed bill?
No — but only if you register the dispute properly and keep paying what you agree you owe.
No. Legislation governing gas and electricity supply in the UK is explicit: your supply shouldn't be disconnected while there is a genuine dispute about the amount due. Disconnection is meant to be a last resort even outside a dispute — suppliers are expected to actively pursue alternatives, like a prepayment meter or a repayment plan, before cutting anyone off. Where a dispute exists, that expectation becomes a stronger protection: you register the disagreement, and the clock effectively stops on disconnection until it's sorted out.
How to register a dispute so it actually protects you
- As soon as you question the amount claimed, tell your supplier immediately and confirm it in writing (email is fine, and gives you a timestamped record).
- Explicitly ask the supplier not to disconnect your supply until the dispute is resolved.
- Keep paying an amount you're confident you genuinely owe — disputing a bill doesn't mean paying nothing, and continuing reasonable payments strengthens your position.
- If the supplier doesn't respond or still threatens disconnection, contact Citizens Advice consumer service urgently.
Other situations where disconnection isn't allowed
| Situation | Why disconnection is blocked |
|---|---|
| Genuine bill dispute, registered in writing | The amount owed hasn't been established |
| Debt is owed to a different supplier | Your current supplier has no basis to disconnect over someone else's debt |
| Debt from a previous occupier, and you've agreed to take over the supply | The debt isn't yours |
| Charge unrelated to gas or electricity use | Disconnection powers are specific to fuel consumption charges |
| A repayment plan has been agreed | The supplier already accepted a way forward |
Extra protection for pensioners and vulnerable customers
- Suppliers can't disconnect pensioners between 1 October and 31 March if they live alone, or live with children under five.
- The six largest suppliers have signed up to a "safety net" agreement never to knowingly disconnect a customer at any time of year who, due to age, health, disability, or severe financial insecurity, is unable to safeguard their own welfare or that of their household.
- Before disconnecting anyone, a supplier is expected to visit and assess whether personal circumstances — disability, age, or similar — should affect the decision. If they skip this, you can complain.
What to do right now if you're threatened with disconnection
- Put your dispute in writing today if you haven't already, and explicitly request that disconnection be paused.
- Ask about a repayment plan for anything you don't dispute, so the supplier has no remaining basis to act.
- If you or someone in your household is vulnerable, tell the supplier directly and ask them to note it on your account.
- If disconnection still goes ahead unlawfully, contact Citizens Advice consumer service immediately — failing to follow required disconnection notice procedures is an enforcement matter they can act on urgently.
Related questions
Official sources
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