Website of the UK government

Getting a gas or electricity connection

Everyone in the UK has the right to ask for their home to be connected to the gas or electricity network.

But you might not be able to get gas or electricity supplied to your home if:

• you are outside of a gas or electricity distributor's area (the companies that connect gas or electricity to your home)
• the supply of gas or electricity might be unsafe, eg the ground might not be suitable to safely install pipes
• the gas or electricity company refuses to connect you, eg because you won’t agree to a meter, can’t pay a deposit or have outstanding debts

If a gas or electricity distributor can connect your home, they must:

• give you an accurate quote for the cost of the work
• carry out any work with reasonable care and skill
• carry out work within the times set out in the contract

If they don't, they must pay you compensation. For more advice on compensation, contact Consumer Direct, the government funded consumer advice service.

• Find your local electricity distributor (National Grid) Opens new window

• Find your local gas distributor (National Grid) Opens new window

• Contact Consumer Direct

Paying for gas and electricity

With credit meters you pay for gas and electricity after you have used it, based on readings from a meter. You will receive a bill for the gas and electricity you have used.

With pre-pay meters you pay for your electricity or gas upfront, eg by putting £20 on a card, token or key.

It is usually far more expensive to buy gas and electricity through a pre-pay meter than a credit meter.

You don't have the right to have a credit meter.

If you have a pre-pay meter, you can ask your energy company if you can swap to a credit meter. There is usually a charge for this.

• Paying for gas and electricity - your rights

• Pre-pay meters - your rights

Switching supplier

If your home uses gas and electricity, you usually have the right to switch supplier. Switching to another gas or electricity supplier could save you money. You can use price comparison websites to help you find the cheapest deal.

Check the terms and conditions of your energy contract to see when you can cancel, eg you may have agreed to a deal for 12 months.

• How to choose a new supplier

• List of price comparison websites Opens new window

• Understanding energy contracts

Price increases

Your energy company must write to you before it increases the price of gas or electricity. It must also tell you that you have the right to end the contract by switching to another company before the price rise starts.

Follow the link below to find out how long you get to switch.

• Understanding energy contracts

If you disagree with your gas or electricity bill

If you disagree with the amount you’ve been charged for gas or electricity, ask your supplier to explain the charges to you.

If you can't afford your gas or electricity bill, tell your supplier immediately – see the link below to find out what help they must give you.

• Paying for gas and electricity - your rights

• Overdue utility bills (money, tax and benefits section)

If you need to complain

If you have a problem with your gas or electricity company, always contact the company first.

Follow up any complaint made over the phone in writing.

If you don't agree with the company's response, you can complain to:

• Consumer Direct, the government funded consumer advice service
• the Energy Ombudsman – you will first need to give the energy company eight weeks to sort out your complaint

• Making a complaint - what to do first

• Complain to Consumer Direct about a gas or electricity company

• Complain to the Energy Ombudsman Opens new window

If you pay a landlord for your energy

By law, a landlord can only:

• bill you for the gas or electricity you use
• charge you the amount they have paid for gas and electricity - this is known as the Maximum Resale Price (MRP)

You should be given a separate bill for any other charges such as an administration charge for billing or charges for lighting common areas.

Additional help for the elderly and disabled

Your gas or electricity company must provide free 'priority services' if you:

• are of pensionable age
• are registered disabled
• have a long-term illness
• are hearing or visually impaired

Priority services can include:

• agreeing a password with your energy company that their staff will use when they visit your home – this can protect you from bogus callers
• moving a pre-pay meter if you can't reach it
• sending someone to read your meter every three months if no-one in your home can do this
• bill nominee schemes – you choose someone to receive a copy of your bill to help you check it
• providing alternative gas and heating facilities if your gas supply is disrupted, eg an electric heater
• a yearly gas safety check of your appliances and fittings

Each energy company offers different priority services. Contact your energy supplier to find out what free services they provide.

• Find out what grants and help you could get Opens new window

More useful links

• Energy advice from Consumer Focus Opens new window

• Cut your gas and electricity bills Opens new window

• Buying a service - your consumer rights

• Consumer rights - an introduction