Eva, a mother from London, has been awarded £350 in compensation after her energy supplier disconnected her supply for three days during a smart meter installation in December 2025, leaving her without electricity and gas heating in winter.
Investigation and Resolution
The Energy Ombudsman investigated the complaint and required the supplier to reimburse £240 for emergency call-out fees Eva had paid, apply a £350 goodwill credit to her account, and provide a formal written apology.
Eva's Experience
Eva said: “It was incredibly stressful being left without gas or electricity for days in the middle of winter, especially when no one stepped in to help. The Energy Ombudsman made a huge difference. They stepped in quickly, kept me informed throughout, and made sure things were put right.”
She added: “Situations like these really show just how important it is to have someone truly independent to support you when things go wrong, and I’d encourage anyone in a similar situation to contact the Energy Ombudsman.”
Ombudsman's Response
Ed Dodman, chief ombudsman at the Energy Ombudsman, said: “When people come to us, it’s often because they’ve reached a deadlock and don’t know where else to turn. Being able to step in to resolve disputes and build trust, delivering the best outcome for everyone, is what really defines the value of independent dispute resolution and the services of an Ombudsman.”
He added: “Over the past 20 years, complaints have become far more complex. Consumers are better informed and more confident in challenging poor service, and they expect higher standards as a result and, as a sector, we should hold ourselves to that standard. It’s important they know there is a free, independent and impartial service available if things go wrong.”
Government and Consumer Support
Martin McCluskey, Labour Party Minister for Energy Consumers, said: “The Energy Ombudsman provides a key service, and we are making it even stronger, introducing new measures so households can get fairer, faster compensation in the energy market.”
Gillian Cooper, director of energy at Citizens Advice, said: “We value our collaboration with the Energy Ombudsman, and the opportunity to deliver on our shared vision for better consumer outcomes. It plays an important role in addressing consumer complaints and supporting confidence in the sector. We look forward to continuing to work together in creating a fairer energy system for all.”
