Can an electricity company disconnect me over a disputed bill?

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

1. 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).
2. Explicitly ask the supplier not to disconnect your supply until the dispute is resolved.
3. 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.
4. If the supplier doesn't respond or still threatens disconnection, contact Citizens Advice consumer service urgently.

Other situations where disconnection isn't allowed

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

1. Put your dispute in writing today if you haven't already, and explicitly request that disconnection be paused.
2. Ask about a repayment plan for anything you don't dispute, so the supplier has no remaining basis to act.
3. If you or someone in your household is vulnerable, tell the supplier directly and ask them to note it on your account.
4. 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.

More on this

What should I do if my supplier threatens disconnection during a bill dispute? Confirm your dispute in writing immediately, referencing that you're disputing the amount, and explicitly ask the supplier not to disconnect your supply until it's resolved. If they still threaten disconnection, contact the Citizens Advice consumer service urgently, since failing to follow required disconnection notice procedures is an enforcement matter.

Are there other situations where a supplier can't disconnect me? Yes. You also can't be disconnected if the debt is owed to a different supplier, if the debt belongs to a previous occupier you've agreed to take over the supply from, if it's for something unrelated to gas or electricity consumption, or if a repayment plan has already been agreed. Suppliers also can't disconnect pensioners between 1 October and 31 March in certain circumstances, and the six largest suppliers have committed never to knowingly disconnect a vulnerable customer at any time of year.

Related questions

• Can my energy provider change my tariff without asking me?
• Can my energy company estimate my bill instead of reading the meter?
• Can an energy company refuse to let me switch provider?

Official sources

• Citizens Advice — Can your energy supplier disconnect you?
• Ofgem — Getting help if you're struggling to pay your energy bill