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Gas and electricity - common questions answered

We're often asked questions about energy suppliers, bills and switching. Here are some of the most common.
Ben Gallizzi author headshot
Written by Ben Gallizzi, Senior Content Editor - Energy and Electric Vehicles
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A brown-skinned woman with an Afro wears a bright orange shirt and matching earrings and stands in from of a plan green background. She has a phone in one hand and her other hand is pointing to her mouth with an inquisitive look on her face to denote confusion

From "who is my supplier?" to "how are my bills calculated?", here are the most common questions we are asked, along with their answers.

How are energy bills calculated?

Energy bills are calculated according to your usage. Each unit of energy (or kilowatt-hour) has a set price which can be fixed or variable. Your supplier reads your meter automatically or asks you to send readings in so it can see how many kilowatt-hours you've used, and calculates your bill accordingly. If it can't use actual readings from your meter, it may estimate your usage according to the size of your home, which can result in inaccurate bills.

Where does UK gas and electricity come from?

As of the end of 2024, about half of the UK's gas comes from Norway, with 33% coming from the North Sea. Most of the rest comes from three liquified natural gas (LNG) terminals.

The UK's electricity is generated from fossil fuels, nuclear, renewable and imported energy.

Who is my gas and electricity supplier?

The easiest way to find your gas or electricity supplier is to check a recent energy bill. There are other ways you can find your supplier if you don't have one - visit this guide to find the name of your gas or electricity supplier.

What is dual fuel?

With a dual fuel plan you get your gas and electricity from the same energy supplier. This usually works out cheaper than a single fuel plan where you buy your gas and electricity from different suppliers. This is because dual fuel plans sometimes work out more cheaply than getting your fuels from two different suppliers. Plus, with a dual fuel plan, you only have to deal with one energy company if you have any queries or problems with your gas and electricity.

What is Economy 7?

Economy 7 refers to both the meter that tracks your electricity usage separately for day and night, and the tariff, which charges different rates for the day and night usage. Read more about Economy 7 here.

What is green energy?

Green energy is electricity or gas derived from renewable sources such as hydro energy, wind energy, solar energy and biomass.

What information should my gas and electricity bills contain?

Your gas and electricity bills should show:

  • Your last meter reading (either estimated or based on your submission)
  • The amount of electricity or gas you've used in the billing period as well as an annual consumption
  • VAT charges
  • The price you're paying per kWh (the unit rate)
  • Your plan name
  • Your meter number(s).

How do I read my gas and electricity meters?

This will depend on the kind of meter you have. Check out our guide to reading your meter.

How do I complain about my energy supplier?

First, you need to contact your energy supplier and go through their complaints procedure. If you need to escalate your complaint, you can get in touch with Citizen's Advice and failing all else, contact the Energy Ombudsman. For step-by-step advice on how to escalate your complaint, read our guide to making an energy complaint.