The share of energy consumers reporting they had fallen behind on bills or run out of prepayment credit for affordability reasons rose to 12 per cent in January 2026, up from 10 per cent in July/August 2025, according to Ofgem's Energy Consumer Satisfaction Survey1. Ofgem said this is the highest level since August/September 20231. The findings come from 3,911 interviews with a representative sample of energy bill payers across Great Britain, conducted between 5 January and 3 February 20261.
The survey also recorded a rise in financial vulnerability. The proportion of consumers classified as "financially vulnerable" rose from 15 per cent to 19 per cent, and those classified as "highly financially vulnerable" rose from 12 per cent to 18 per cent1. The proportion classified as "doing well" fell from 53 per cent to 44 per cent1. Ofgem noted that the threshold used to assess whether a respondent could manage an unexpected bill was raised from £850 to £900 in this wave to reflect inflationary pressures, and that this change may have contributed to the increase in measured financial vulnerability, though it said changes in the other two metrics that make up the measure mean it is confident an increase would have been observed regardless1.
Falling behind was uneven across payment methods. Among standard credit customers, the share reporting they had fallen behind rose from 20 per cent to 25 per cent1. Standard credit customers were also the least likely to be satisfied with when their bill is delivered, at 82 per cent, compared with 88 per cent of direct debit customers, and the most likely to report receiving an unexpectedly high bill, at 45 per cent against 26 per cent for direct debit customers1.
Overall satisfaction with suppliers stood at 81 per cent, unchanged from 82 per cent in July/August 2025 and described by Ofgem as remaining at an all-time high1. Satisfaction with the ease of understanding a bill fell from 85 per cent to 82 per cent, and satisfaction with when the bill is delivered fell from 90 per cent to 87 per cent1. The proportion receiving an unexpectedly high bill rose to 26 per cent, up from 24 per cent, with the main reason given being that people used more energy than they thought1.
Among customers who had contact with their supplier in the previous three months, satisfaction with customer service fell from 86 per cent to 81 per cent, and the proportion using the phone rose to 48 per cent after successive declines since 20231. Ofgem said phone contact is rated as less easy than other methods by consumers, and that this increase may have contributed to lower satisfaction among those who contacted their supplier1. Satisfaction with support received after falling behind fell from 78 per cent to 72 per cent1.
"increased to 12%, the highest level since Aug/Sep'23"
| Measure | Jul/Aug 2025 | Jan 2026 |
|---|---|---|
| Falling behind on bills or running out of prepayment credit for affordability reasons | 10% | 12% |
| Financially vulnerable | 15% | 19% |
| Highly financially vulnerable | 12% | 18% |
| Doing well | 53% | 44% |
| Overall supplier satisfaction | 82% | 81% |
| Satisfaction with ease of understanding the bill | 85% | 82% |
| Received an unexpectedly high bill | 24% | 26% |
Why it matters for households
The 12 per cent figure covers households that have either fallen behind on bills or run out of credit on a prepayment meter for affordability reasons, so it is a measure of how many homes are short of money for energy rather than a measure of debt alone. For a household on a prepayment meter, running out of credit means supply can stop until a top-up is made, which is why the emergency credit arrangement and the rules on moving from prepayment to credit matter to how a home manages its energy. The survey does not report how many of the 12 per cent ran out of credit specifically, as opposed to falling behind on bills.
The rise in the share of standard credit customers falling behind, from 20 per cent to 25 per cent, points to a group paying on receipt of a bill rather than by direct debit. Price cap rates differ by payment method, and the survey shows this group is also the most likely to receive an unexpectedly high bill. For a household, an unexpectedly high bill and a fall in satisfaction with the support offered after falling behind both bear on how predictable the cost of energy is and how quickly a problem can be resolved.
Overall satisfaction with suppliers remains at the level Ofgem calls an all-time high, so the affordability measures and the service measures are moving in different directions. The survey does not report whether the households falling behind are the same households reporting lower service satisfaction.
What happens next
Ofgem said the next wave of research for this survey is due to take place in Summer 20261. The report notes that data collection for this wave concluded in the first week of February 2026, before it became apparent that the situation in the Middle East could affect wholesale energy costs and bills in the future1. No further dates are given in the report.
Sources1 cited
- Energy Consumer Satisfaction Survey, ofgem.gov.uk