Dad's anger at British Gas having to charge £20,000 after ignoring him
A father who has been billed more than £20,000 by British Gas has expressed his anger after the company admitted to 'ignoring' his meter readings for months.
Keir Waugh, 38, from Whitby, North Yorkshire, received a handful of four-figure fines in 2023.
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But the utility giant reportedly rescinded those fees after local outlet ChronicleLive published a story detailing the problem.
However, charity worker Keir was given a final bill of £1,016.61, despite British Gas using the estimated meter reading six times between April 2021 and September 2023 – with the seventh not being read.
After filing a complaint, British Gas admitted that they had “ignored the meter readings”, according to ChronicleLive.
The company then re-charged Keir with the correct meter readings and deducted £405 from his account following their error.
Despite the total being reduced, Keir questioned why British Gas had not approved the payment.
“I paid in good conscience, I paid what the company told me I owed them,” he said.
“I have provided the meter readings, I have done what I am legally obliged to do as a customer.
“British Gas sent me a bill for that. It's not my fault two years later they made this catastrophic mistake and think they can collect it this way.”
Keir warned others to be vigilant and not get stung the way he did.
He continued: “It is very important to emphasize at this point that when you provide a meter reading and log into their app, you do not have to look at your bill.
“You don't see the word 'estimated' anywhere (on the app).
“They have a fundamentally flawed system and that may be naive on my part. But if they acknowledged my meter reading and then submitted a bill, why would I open it?”
“I am frustrated that there is still no apology for all the bills, but it is now a bigger concern because I have to go to the Ombudsman and they have given me 12 months to resolve it.
'I don't want to be sitting here in six months' time and them saying British Gas is completely wrong, but you still have to pay.
“They are the ones who failed, and there comes a point where as a utility you have to accept your own fault.”
“We spoke to Mr Waugh in January to apologise,” a British Gas spokesperson said in a statement.
“We have reduced his balance, offered a goodwill loan and are advising on any further help and support that may be available.”
Invoicing afterwards: what are the rules?
Your energy supplier may charge you for the energy you have used in the past. This is called 'backbilling'.
What are the rules for backbilling?
You cannot be charged for gas or electricity that you consumed more than twelve months ago if you have not previously invoiced correctly or been informed about this via an account statement. Consider situations in which a supplier increases your direct debit because it is set too low. This means that suppliers cannot recover shortages for a period longer than 12 months ago.
Suppliers must clearly state these conditions in their contract terms.
The rules apply to household and micro-business energy customers.
They may not apply if you have behaved in a disruptive or unreasonable manner, preventing accurate billing. This may include:
- blocking meter readings at your home several times
- stealing gas or electricity.
What should I do if I receive an overdue invoice?
Please contact your supplier if you receive an invoice for energy consumption more than one year ago.
Explain that you understand that you are protected by the backbilling rules. You should only be charged for unpaid usage over the past 12 months if you have not previously received an accurate bill for this usage.
Use this to help Sample letter for invoicing Citizen Advice.
If your supplier continues to ask for the full amount, file a complaint.