Energy bill for a flat I moved out of a year ago: who helps?

Summary

If an energy bill turns up for an old address months after you moved out, do not just pay it. You are usually only responsible for energy used while you were responsible for the property. Suppliers also cannot normally charge for energy used more than 12 months before the bill if you were not billed correctly at the time: this is the back billing rule. Complain in writing with your move out evidence and any message saying the account was settled. If the supplier does not fix it within 8 weeks, the Energy Ombudsman can look at it for free.

Key information

• Who pays after you leave: once you have handed back the keys and told the supplier, energy used after that date is usually for the landlord or next occupier.
• Back billing: Ofgem rules stop suppliers charging for energy used more than 12 months before the bill, unless you were billed correctly before or you blocked accurate billing.
• Settled in writing: a message saying the account was closed and settled is strong evidence. Keep it.
• Account in someone else's name: if the account stayed in a previous tenant's name, you can still dispute charges with evidence of your dates and readings.
• Pause collection: ask the supplier to hold any debt collection while your complaint is open.
• Ombudsman deadline: you can go to the Energy Ombudsman after 8 weeks, or sooner with a final response. Do not leave it more than 12 months.
• The energy supplier can: check the account history, your move out date and the readings, and correct or cancel the bill; give you a final response if it will not change its position. They will not always explain old charges unless you ask in writing for a breakdown and copies of past bills.
• The Energy Ombudsman can: review the complaint after 8 weeks or a final response, using the back billing rules; tell the supplier to cancel or correct the bill, apologise, or pay compensation. They will not take the case before the supplier has had 8 weeks, or chase another occupier for you.
• Citizens Advice can: explain whether you are liable using check if you are responsible for paying an energy bill; through the consumer helpline, pass serious cases to the Extra Help Unit if you are vulnerable. They will not negotiate with the supplier for most people.

Practical guidance

• Collect your evidence: move out date, key return, final readings, final bill, proof of payment, and the "account closed and settled" message.
• Complain to the supplier in writing. Ask it to cancel the charge, explain the dates and confirm the back billing rule has been applied.
• Ask the supplier to pause collection while the complaint is open.
• If you are not happy after 8 weeks, or get a final response, go to the Energy Ombudsman.
• Call the Citizens Advice consumer helpline if you need help with the complaint.
• Ask the Shaman to map the steps and dates.

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