The proportion of energy consumers who said they had received an unexpectedly high bill in the previous three months rose to 26 per cent in January 2026, up from 24 per cent in July and August 2025, according to Ofgem's Energy Consumer Satisfaction Survey1. The figure returns to the level last recorded in January 2025, ending consecutive declines since summer 20231. Ofgem attributes the rise mainly to more people using more energy than they had expected1.
The survey, the 22nd wave of a tracking study run since 2018, was conducted by BMG Research between 5 January and 3 February 2026, with 3,911 interviews with a representative sample of energy bill payers across Great Britain1. Ofgem said data collection concluded before it became apparent that the situation in the Middle East could affect wholesale energy costs and bills in future1.
Overall satisfaction with suppliers was 81 per cent, which Ofgem describes as unchanged from 82 per cent in July and August 2025 and remaining at an all-time high; the report notes no statistically significant difference between the two waves1. Dissatisfaction was steady at 6 per cent1. 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.
Billing experience varied by payment method. Standard credit customers were the least likely to be satisfied with when their bill is delivered, at 82 per cent, against 88 per cent for direct debit customers, and were the most likely to report an unexpectedly high bill, at 45 per cent against 26 per cent for direct debit1. Customers receiving bills by post were more likely to report an unexpectedly high bill, at 32 per cent against 26 per cent, though the report notes these customers are disproportionately in vulnerable groups1.
| Measure | Jul/Aug 2025 | Jan 2026 |
|---|---|---|
| Received an unexpectedly high bill | 24% | 26% |
| Satisfied with ease of understanding the bill | 85% | 82% |
| Satisfied with when the bill is delivered | 90% | 87% |
| Overall supplier satisfaction | 82% | 81% |
The report also records a rise in financial vulnerability. The proportion classified as financially vulnerable rose from 15 per cent to 19 per cent, and highly financially vulnerable from 12 per cent to 18 per cent, while those classified as doing well fell from 53 per cent to 44 per cent1. Ofgem notes 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, which may have contributed to the increase, but says changes in the other two metrics making up financial vulnerability mean it is confident an increase would have been observed regardless1. Consumers falling behind on bills rose from 10 per cent to 12 per cent, with a jump among standard credit customers from 20 per cent to 25 per cent1.
"The proportion of customers receiving an unexpectedly high bill has increased to levels last seen in Jan'25 (26%) after consecutive declines since summer 2023. The main reason for this is an increase in people using more energy than they thought."
Why it matters for households
An unexpectedly high bill is the point at which a household's actual energy use meets its payment arrangements, and the survey suggests that meeting point is becoming less predictable for a quarter of bill payers. The rise is attributed to using more energy than expected rather than to a change in unit prices, so it reflects consumption rather than rates. For a household managing its own budget, that matters because a bill that arrives higher than anticipated has to be absorbed at short notice, and the survey shows more consumers reporting they have fallen behind, particularly among those paying by standard credit rather than direct debit.
The billing measures sit alongside the price cap arrangements that set default unit rates and standing charges for households on standard variable tariffs, though the survey does not link the two. Satisfaction with understanding a bill and with its timing both fell, which affects how easily a household can check what it is being charged and when money leaves its account. The report also notes that customers receiving bills by post were more likely to report an unexpectedly high bill, while being disproportionately in vulnerable groups.
What happens next
The next wave of research for the survey is due to take place in summer 20261. Ofgem says it will continue to use data from the survey, alongside other sources of consumer insight, to monitor consumer experiences and feed into its ongoing consumer outcomes work1. No further dates have been reported.
Sources1 cited
- Energy Consumer Satisfaction Survey, ofgem.gov.uk