Energy complaints to Britain’s energy ombudsman have surged to their highest level in years as households struggle with billing disputes and mounting pressure on family finances.
The Energy Ombudsman accepted 46,532 cases in the first six months of 2026, a 16% increase from 40,068 during the same period last year and the first first-half rise in complaints since 2023.
Billing disputes were overwhelmingly responsible for the deterioration, accounting for 58% of all complaints. Cases rose 15% year on year to 27,006 as consumers continued to challenge charges and bills.
Smart meters were another major source of frustration. Complaints relating to the technology reached 4,817 during the first half, up 6% from a year earlier, and accounted for 10% of complaints in the second quarter.
The figures come at a particularly sensitive moment for consumers, with Ofgem expected to announce an increase in the energy price cap from October 1. Latest forecasts point to a rise of around 4%, threatening to push bills higher just as households begin switching their heating back on.
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 signs that parts of the industry were improving. Complaints concerning customer service fell 5% to 3,500 during the six months.
More suppliers are also telling customers that they can escalate unresolved disputes to the ombudsman once eight weeks have passed or a deadlock has been reached. Average “signposting” rates rose from 48% in 2025 to 53% in the first half of 2026.
The Government is also preparing to strengthen the ombudsman’s powers.
The Department for Energy Security and Net Zero announced in June plans to reduce the period consumers must wait before escalating a complaint from eight weeks to six, while allowing compensation where remedies are not delivered on time.
But the surge in complaints underscores a more fundamental problem for Britain’s energy market: households remain acutely sensitive to mistakes in billing at a time when energy costs are already consuming a large share of disposable income.
With prices expected to rise again in October, suppliers face the prospect of another winter in which even routine billing errors can become financially and politically explosive.
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