Help Centre

How do I challenge my balance? (If the balance is for an old account/final bill)

Energy debt

🏠 If you are still at the same supply address but are now with a new supplier…

…your dispute will need to be raised with your new supplier.

👉 Here’s what to do:

  1. Email support@ophelos.com with the subject line: Energy bill dispute
  2. Let us know you intend to raise a dispute regarding your final bill with your new supplier. Our team will advise what they can do to help.
  3. Raise a dispute through your new supplier by contacting them directly.

🏘 If you are no longer living at the supply address...

👉 Here’s what to do:

  1. Check if your final bill was calculated using estimated meter readings. If it was, proceed to the next step. If your bill is based on accurate reads you would be unable to request to have your balance revised. This is because your supplier will confirm that they are asking for the correct balance.
  2. Check if you have a final meter reading from when you left the property, preferably in the form of a picture of your meter. You will need to share this with us.
  3. Email your meter reading to support@ophelos.com with the subject line: Energy bill dispute. Please confirm why you are submitting a meter reading to us.
  4. Our team will share this with your supplier and ask them to revise the balance.

🚪 If you think you have been charged for energy used at the property after you moved out...

👉 Here’s what to do:

  1. Find a copy of your tenancy agreement confirming the dates you lived at the address. You can also provide a headed letter from your landlord/letting agency, or inventory report, to confirm the date you moved out. If you have any issues locating these documents Citizens Advice can sometimes help create a tenancy agreement.
  2. Email the document to support@ophelos.com with the subject line: Energy bill dispute
  3. Confirm the date you moved in/out, and that the bill supply period needs updating.
  4. Our team will share this with your supplier and ask them to revise the balance.

😡 If you can’t challenge your balance but are still unhappy…

…you can raise a complaint with your energy supplier if you are dissatisfied with the service you have received.

👉 Here’s what to do:

  1. Email support@ophelos.com with the subject line: Energy complaint
  2. Let us know you intend to raise a complaint with your supplier because you are unhappy with your balance. Our team will advise what they can do to help.
  3. Raise a complaint with your supplier, or if you have already been through a complaints process you can take your case to the Ombudsman.

😰 Concerned about your ongoing energy usage?

We have compiled a list of resources for energy customers who are struggling with their bills.

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