After moving into a new UK property, an electricity bill can arrive that looks plainly wrong: a first statement showing hundreds of pounds due, a balance that includes dates from before the move, or a “catch-up” direct debit that feels out of proportion to the new household’s usage. Sometimes the account is set up quickly, then the first proper bill lands weeks later with a large “amount to pay” and unclear meter readings. Other times, the supplier says the move-in reading was “estimated”, the meter serial number on the bill does not match the meter in the cupboard, or the bill shows a different tariff than the one agreed.
Common patterns in UK cases include: the previous occupier’s final reading not being used, the new occupier being billed from the wrong start date, or the supplier holding two addresses under one account. Flats and new-builds can be especially messy where meter labels are unclear or multiple meters sit together in a communal area.
Quick checks before changing anything
Confirm the move-in date
Find the tenancy start date or completion date and the date keys were received. Suppliers sometimes use the date the account was opened rather than the legal move-in date, which can shift charges by days or weeks.
Match the meter details
Check the meter serial number printed on the meter (often on the front plate) and compare it to the bill. If they do not match, the bill may be for a neighbour’s meter or a previous meter that was replaced.
Check the meter type
Identify whether the meter is credit, smart, or prepayment. A smart meter may be billing on actual reads, but if the smart connection failed during the move, the supplier may have reverted to estimates without making that obvious.
Take dated photos
Photograph the meter serial number and the current reading with a clear timestamp (phone metadata is usually enough). This tends to speed up corrections because it removes arguments about what was seen on the day.
Likely causes in UK cases
Wrong opening reading
The most frequent cause is an incorrect move-in reading. It can happen when the letting agent submits a number from the wrong meter, when the supplier uses an estimate, or when the previous occupier’s closing read is disputed and the supplier “splits the difference”. A small error at move-in can create a large balance later because every bill builds on that starting point.
Estimated bills piling up
If no readings are received for a while, the supplier estimates usage. When an actual reading finally arrives (from a smart meter reconnecting or a manual submission), the account can “catch up” in one go. This is common after a move because post is missed, online accounts are not set up, or the supplier is unknown for the first few weeks.
Meter mix-ups in blocks
In flats, communal meter rooms and poor labelling can lead to the wrong meter being registered to the wrong flat. The bill can look believable until a reading is compared properly. This can also happen after meter exchanges where the national database has not updated correctly.
Wrong tariff or payment plan
Another typical issue is being placed on a standard variable tariff when a fixed tariff was expected, or a direct debit being set using old occupancy data. The first bill then looks “wrong” because the monthly payment does not match the actual charges and the supplier adjusts the direct debit sharply.
Address and account errors
Suppliers sometimes create duplicate accounts, attach the wrong flat number, or keep the previous occupier’s name linked to the meter point. That can cause bills to include periods that do not belong to the new occupier, or letters going to the wrong address so problems are not spotted early.
Step-by-step fixes that work
Record the current position
Write down: move-in date, current reading, meter serial number, and the reading shown on the first bill. Keep copies of the tenancy agreement or completion statement. If there is a smart meter, note whether the in-home display shows the same reading as the meter itself.
Submit a move-in reading
Send the supplier the move-in reading (if available) and the current reading, plus photos. If the move-in reading was not taken on the day, provide the earliest reading available and explain the gap. Suppliers often accept a reasonable opening read when supported by evidence and consistent usage.
Ask for a rebill from move-in
Request a full rebill from the correct move-in date using the correct opening reading. Ask for confirmation in writing (email or online message) of the opening read, opening date, and tariff. This avoids repeated “partial fixes” that leave the balance wrong.
Challenge a meter mismatch
If the serial number on the bill does not match the meter, state clearly that the wrong meter is being billed and provide a photo of the correct serial number. Ask the supplier to run a meter investigation and correct the meter point details. In blocks of flats, it is common for suppliers to ask for access notes or a photo showing the meter label next to the flat number; provide what is available.
Stop estimates taking over
Submit readings regularly (weekly for a short period) until the account stabilises. If the supplier’s system keeps estimating despite readings being submitted, ask for confirmation that the readings have been accepted and used for billing. For smart meters, ask whether the meter is communicating and whether reads are being received automatically.
Check for previous occupier charges
Look at the bill period dates. If any part is before the move-in date, dispute that portion and ask for it to be removed. If the supplier says the previous occupier did not close the account, that is usually not a reason to bill the new occupier for earlier dates.
Review the direct debit
If the supplier has increased the direct debit sharply, ask for a breakdown: current balance, projected annual usage, and how the payment was calculated. A temporary payment plan is often possible while the rebill is processed, especially where the balance is disputed.
Use the right wording
When contacting the supplier, keep it simple: “Please correct my opening reading and rebill from my move-in date. The meter serial number is [X]. The bill shows [Y]. Attached are dated photos.” Clear, factual wording tends to get routed faster than long explanations.
If the bill is high mainly because of estimates, the checks in Energy bill estimated too high — what to do in the UK often apply after a move as well, especially where the first actual read triggers a catch-up.
What happens if it’s ignored
When a wrong opening reading is left uncorrected, the account usually drifts further from reality with each bill. Direct debits tend to rise, and the supplier may treat the balance as undisputed debt. Missed payments can lead to debt collection activity, and in some cases a prepayment meter is discussed as a “solution” even though the underlying bill is wrong. If the meter is mismatched, the problem can persist for months because each new reading reinforces the wrong account history.
Another common outcome is a credit/debit swing: once corrected, the account may flip to a large credit, but only after unnecessary stress and cashflow pressure. Early action usually reduces the size of any correction and makes it easier to agree a sensible payment plan.
When to escalate and what helps
Raise a formal complaint
If the supplier will not rebill, keeps using estimates, or refuses to correct a meter mismatch, raise a formal complaint through the supplier’s complaints process. Ask for a complaint reference and keep all responses. Complaints that include dates, readings, and photos are typically resolved faster than those relying on phone summaries.
Collect strong evidence
Useful evidence in UK disputes usually includes: tenancy agreement or completion statement, check-in inventory showing meter readings (if present), dated meter photos, screenshots of submitted readings, copies of bills showing the wrong period, and any emails from the letting agent about utilities. If the meter is in a communal area, a photo showing the meter label and location can help.
Ask for billing holds
Where the bill is clearly disputed, request that late fees, collections activity, and adverse credit reporting are paused while the complaint is investigated. Suppliers often agree to place the account “on hold” when evidence is provided promptly.
Get independent support
If communication stalls, use Citizens Advice for consumer help and wording support, and check relevant GOV.UK guidance for official routes and general consumer information. If the supplier reaches a deadlock or eight weeks pass without resolution, escalation routes can be discussed with the supplier and advice services.
FAQ
Can a supplier bill from before…
Charges should start from the move-in date. If the bill includes earlier dates, dispute that period and provide proof of the move-in date.
What if no move-in reading was…
Provide the earliest reading available plus dated photos and ask for a reasonable opening read based on evidence and typical usage. Many suppliers will adjust when the numbers make sense.
How can a meter be “wrong”…
In blocks, meters can be mislabelled or registered to the wrong flat on industry databases. Serial number checks and an investigation usually resolve it.
Should the direct debit be paid…
Missing payments can create extra problems. If the amount is unaffordable or clearly based on wrong data, ask for a temporary reduced payment plan while the rebill is processed.
Does a smart meter prevent this?
It helps, but smart meters can lose communication during a move or supplier change, leading to estimates. Serial number and opening read issues can still happen.
How long do corrections take?
Simple rebills can be done within a few weeks, but meter investigations in flats can take longer, especially where access or database updates are needed.
Before you move on
Gather three items now: a photo of the meter serial number, a photo of the current reading, and a document showing the move-in date, then send them in one message asking for a rebill from move-in using the correct opening read. If you felt pushed to accept a high direct debit immediately or told there was no time, that’s often a sign the process wasn’t handled properly.
Get help with the next step
If the supplier is not correcting the account or the meter details do not match, use the contact form at https://ukfixguide.com/contact/ with the move-in date, bill dates, and clear meter photos.
2 thoughts on “Electricity bill wrong after moving”