Overview: a customer’s struggle with a claimed £3,400 bill
Many homeowners rely on solar panels to lower energy costs, but disputes can arise when a supplier like Octopus Energy presents a bill that seems inconsistent with system size and production. A common scenario is a household with a 36-panel setup being charged an unexpectedly high amount, such as £3,400, with the supplier denying wrongdoing and suggesting escalation to the Energy Ombudsman as the only recourse. If you find yourself in this position, you’re not alone, and there are concrete steps you can take to seek a fair outcome.
What typically triggers a dispute
Billing errors can stem from a variety of sources: incorrect metering data, misapplied tariff rates, miscommunication about exported electricity, or a mismatch between the solar generation data and the amount billed. In some cases, energy suppliers may offer a partial discount or credit, which might not fully address the underlying error. Recognizing these factors helps you frame your case clearly when contacting your supplier or the ombudsman.
Step-by-step guidance to challenge the bill
1. Gather all relevant information
– Your energy bill history, monthly usage, and any discounts claimed.
– Meter readings (both import and export) and the solar production data from your solar inverter or monitoring app.
– Any correspondence with Octopus Energy regarding the bill, including the proposed £400 discount.
2. Verify the system’s expected output
Compare the performance of 36 solar panels with standard production estimates for your roof angle, orientation, and location. Look for anomalies such as prolonged periods with unusually high import consumption or export that isn’t credited properly.
3. Request a formal billing review
Ask Octopus Energy for a full bill audit, including a breakdown of each tariff, daily standing charges, and the calculation of export credits. Request copies of any data used to determine the bill, such as metering and export data.
4. Document your case with evidence
Create a clear timeline: when the issue started, what bills show, and what steps you’ve taken. Attach screenshots of meter readings, energy app data, and the 36-panel system’s expected production.
What to expect from the Energy Ombudsman
If the supplier remains unhelpful, you can escalate to the Energy Ombudsman. They assess cases where consumers believe a misbilling or restricted remedy has occurred. The ombudsman can investigate, require data from the supplier, and mandate refunds or adjustments if errors are found. Note that the ombudsman’s decision is binding on the supplier but not to your ability to seek further remedies elsewhere.
Before escalating, ensure you’ve exhausted internal complaints channels and have a clear, well-documented case. The Ombudsman typically reviews the last six to twelve months of billing data, so timely action is important.
Practical tips to prevent future disputes
– Regularly compare your solar production data with quarterly bills to catch discrepancies early.
– Keep a personal log of meter readings, especially after any system changes or maintenance.
– If you’ve recently switched tariffs or changed your usage pattern, confirm the correct rate and export credit have been applied.
Conclusion: reach a fair resolution with persistence
While it can feel daunting when a large bill appears and the supplier offers only a partial discount, you have recourse. Start with a thorough internal review, assemble your evidence, and pursue escalation to the Energy Ombudsman if needed. In many cases, a well-documented challenge leads to correction of the bill and a fair adjustment that better reflects the performance of a 36-panel solar installation.
