More than 2.5 million households are being unfairly charged for their utilities it has been revealed, after new research found that over 9% of customers received inaccurate bills in the last year.
More than 2.5 million households are being unfairly charged for their utilities it has been revealed, after new research found that over 9% of customers received inaccurate bills in the last year.
The figures are highlighted in The Secrets of Better Billing, our new research report, which surveyed 1,000 UK households and found that 9.3% had received an inaccurate energy bill over the last 12 months and 7.7% an inaccurate water bill.
Inaccurate bills were just one of the many complaints customers had with how they were being charged.
“Clearly, investment is needed to improve the detection of unusual billing patterns in order to establish if an error has been made or to identify other issues such as leakage. More sophisticated software can help companies spot issues and be more proactive with their service. Companies should look to contact the customer to investigate the issue rather than simply sending out an inaccurate bill."
Andy Mack, Software Services Director
10.6% of energy customers have found that they are on a tariff where they are paying more than necessary. And 7% had continued to be billed even after a service had been terminated.
Inaccurate, inflated bills are a particular concern as many customers already struggle to pay what they really do owe. Data from Ofwat, showed that 3 million UK water customers fall into this group of vulnerable customers that need to be protected by utility companies.
“It’s also possible that this figure is just the tip of the iceberg. According to our research fewer than half (48%) of households read their bills thoroughly and 12% admitted to not even looking at them. Therefore, many people may be totally unaware that they are paying inaccurate bills. Accurate billing is a consideration for consumer protection and of public trust in utility companies. Especially when the number of vulnerable customers who struggle to pay their bills is considered. An incorrectly inflated bill – even if later detected and corrected – can have serious knock on effects to people who are already struggling to cope financially.”
Suggested Further Reading
Echo Resource
Aptumo The Secrets Of Better Billing Uk
Knowledge Centre: Blog
Billing software: time to say goodbye to monolithic monsters?
Knowledge Centre: News
UK billpayers want more transparency in water supplier expenditure
More in the Knowledge centre
More News
Pelican business services chooses Echo’s Aptumo billing solution
The integrated business services provider will deploy Aptumo to serve and support Bristol Water and Wessex Water customers.
Rebrand to take Echo into its next era
Today marks a new chapter for Echo as it launches a refreshed brand identity.
Echo Managed Services sponsors VicWater 2025 Annual Conference
Echo Managed Services is delighted to announce it is returning as Principal Sponsor of Vic Water's 2025 Annual Conference
Echo Managed Services appoints Hayley Monks as new MD
Hayley Monks joins Echo Managed Services as its new Managing Director, replacing Monica Mackintosh at the helm of the business,…
More Billing & Customer Information Software
National Customer Service Week Spotlight: Delivering Smarter Service (powered by Aptumo!)
Picture this: You open your streaming app and instantly see what you’ve watched, what you owe, and what’s next. Now…
Pelican business services chooses Echo’s Aptumo billing solution
The integrated business services provider will deploy Aptumo to serve and support Bristol Water and Wessex Water customers.
Beyond billing: Why innovation starts where customers feel it
Innovation doesn’t start in the lab. It starts when a customer opens their water bill and finally understands it.
22 July 2025 by Matt Bowd
Financing the Future: Why agile platforms are key to solving Utilities' #1 challenge
Matt Bowd, General Manager for Echo in the Asia-Pacific region, discusses how modern billing platforms can strategically support financing for…
18 July 2025 by Matt Bowd