Energy complaints climb as millions of UK households set to face higher bills

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Disputes over household energy bills drove a 16 per cent surge in official complaints during the first six months of 2026, fresh data reveals, reflecting ongoing strain on domestic budgets.

Between January and June, the Energy Ombudsman accepted 46,532 cases, up from 40,068 in the same period last year. This marks the first mid-year increase in overall complaints recorded since 2023.

Disagreements regarding billing remained the primary source of frustration, accounting for 58 per cent of all cases. These complaints rose by 15 per cent year-on-year, reaching 27,006.

Issues surrounding smart meters formed another key area of concern, representing 10 per cent of queries in the second quarter and climbing 6 per cent overall to 4,817.

The figures arrive ahead of Ofgem’s anticipated announcement on Wednesday regarding the upcoming energy price cap. Current projections suggest a 4 per cent increase from1 October, coinciding with the seasonal turn to home heating.

The Energy Ombudsman said it accepted 46,532 cases in the six months to the end of June, up from 40,068 a year earlier and marking the first half-year rise in complaints since 2023 (PA)

Ed Dodman, chief ombudsman for energy, said: “The findings in this report highlight the continued challenges facing many energy consumers at a time of ongoing pressure on household finances.

“Energy Ombudsman has an important role to play in ensuring consumers can access fair resolutions when things go wrong, while supporting suppliers to resolve disputes and address the root causes of complaints.

“We will continue to monitor complaint trends closely and work with suppliers to address areas of concern and ensure consumers can access fair, timely resolutions when things go wrong.”

There were some positive signs for suppliers, however, with complaints accepted for customer service down 5 per cent at 3,500 in the half-year.

More energy firms are also informing customers of their right to refer disputes to the ombudsman after eight weeks or a deadlock has been reached.

The Prime Minister previously said this would knock around £45 off the annual Ofgem price cap from October (Alamy/PA)

The ombudsman said average “signposting” rates have increased from 48 per cent in 2025 to 53 per cent in the first six months of 2026.

The Department for Energy Security and Net Zero announced in June it would bolster the energy ombudsman’s powers and improve access for consumers, including cutting the complaint escalation timeframe from the current eight weeks to six weeks and allowing compensation for consumers when remedies are not secured on time.

A Government spokesman said: “Tackling the cost of living remains a key priority for this Government and we know families will be worried by the prospect of higher energy bills this winter.

“We’re acting to give consumers breathing space with the cost of living – cutting VAT on energy bills, ensuring around six million households get the £150 warm home discount this winter, and making millions of homes cheaper to run through our warm homes plan.

“Alongside our efforts to support rapid de-escalation in the Middle East, we will do everything we can to shield consumers from global energy shocks and bring down bills for good.”

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