Four large energy suppliers reported problems with their websites or apps on 31 March 2022, the day before Ofgem's price cap change took effect, as customers tried to submit meter readings at the old rates. Energy firms including British Gas, EDF, Eon and Octopus reported issues with their websites and/or apps1. The failures came as an estimated 22 million people began to get higher energy bills from 1 April, when the regulator's price cap came into effect1.
British Gas posted on Twitter that customers still having difficulty sending readings could do so "in the next couple of days" and they would still be accepted1. Jackson confirmed Octopus customers had a week to submit their readings1.
Which? reported that most suppliers let customers backdate meter readings for around a week, and that some firms offer customer service email addresses or automated phone lines for readings when websites are down1. Its consumer rights editor, Adam French, said:
"Energy companies should have been prepared for higher numbers of customers getting in touch and should support any customers trying to submit their meter readings."
The timing mattered because any energy used from 1 April onwards was charged at the higher rate for households on variable tariffs, also called standard, default or out-of-contract tariffs1. A reading taken on 31 March marks the boundary between the two rates. Which? advised taking a note, ideally a photograph, of the meter reading and uploading it later, making clear which date it was taken1.
| Support measure | Amount | Timing |
|---|---|---|
| Energy bill discount | £200, repaid in instalments over five years | From October 2022 |
| Council tax rebate | £150, not repaid, bands A to D | April 2022 |
| Discretionary fund | £150 million | Not stated |
Source: Which?1
Why it matters for households
A meter reading fixes the point at which a home stops paying one rate and starts paying another. Where a reading cannot be submitted on the day, the boundary between the two rates is left to the supplier's estimate, and the bill that follows may not match actual use. The practical effect of the 31 March failures was therefore a question of billing accuracy rather than supply: gas and electricity kept flowing, but the record of what was used, and when, was delayed.
For a household's energy independence, the episode points to the value of a reading the household itself holds. A dated photograph of the meter is evidence that does not depend on a supplier's website being available, and it can be checked against the bill later. Regular readings, or a smart meter that reports them automatically, reduce reliance on estimates in the first place. The guide to meter readings and estimated bills sets out how reading frequency affects billing, and how to submit meter readings covers the routes available when an online account is unavailable. The guide to supplier apps and online accounts explains what these services are for and where they can fail.
The wider context is the price cap itself, which sets the maximum a supplier can charge variable tariff customers for each unit of energy and for standing charges. The £200 discount announced for October 2022 is a reduction spread over later bills rather than a grant, and the £150 council tax rebate for bands A to D is separate from energy billing1. How these interact with a household's overall costs is covered in energy bills and energy independence.
What happens next
Suppliers that accepted late readings were expected to apply them to the pre-1 April period, with most allowing backdating for around a week1. The £150 council tax rebate was due in April 2022, and the £200 energy bill discount from October 2022, repaid over five years1. No further detail on the website and app failures, including their cause or when they were resolved, has been reported.