Utility Companies
Utility providers (gas, electricity, water) supply a service, so the Consumer Rights Act 2015 applies — the service must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price if not agreed upfront.
Common complaints include inaccurate billing, poor handling of complaints, delays in fixing supply issues, or damage caused during maintenance work.
The process is structured:
- Complain directly to the company — they must have a clear complaints procedure and usually respond within 8 weeks (often faster).
- If you're unhappy with their final response (or they don't reply in time), escalate for free to the relevant ombudsman: Energy Ombudsman for gas/electricity, or the Water Ombudsman. These are independent and can order fixes, compensation, refunds, or apologies — decisions are usually binding on the company.
- For bill payments or services paid by card, chargeback or Section 75 may apply in appropriate cases.
Keep records of meter readings, bills, and all correspondence. Don't ignore large bills — contact them early to avoid disconnection threats.
We help clients challenge wrong charges, poor service, or unfair practices from utilities every week, often getting quick resolutions without court.
Contact J L Lezemore Consumer Advice Solicitors covering Hertfordshire and Essex
You can choose how you would like to receive your consumer legal advice, when you want it and how you access that advice. We offer services in person, in writing or by video conference – at a time most suitable to you.
We offer a flexible and modern service outside traditional 9-5 hours, meaning you can choose when and how to contact us.
Please visit our contact page for more information.
