Information for customers
Fraud prevention
Energy suppliers and the police take energy scams seriously, and have systems in place to help tackle fraud.
Learn more about social engineering fraud
Social engineering fraud is when scammers fool people into giving away information or money.
These fraudsters can pretend to be trusted individuals or organisations.
Common tactics include fake emails, calls or personal visits.
The scammers often try to make victims act quickly without thinking.
Energy customers can stay safe by verifying who is reaching out to them, avoiding unknown links and contacting their energy supplier directly if they are unsure about any request.
We’ve also created a guide with more detail on how to spot energy fraud, and what you should do if you experience suspicious activity. It also includes real case studies from customers who spotted something wasn’t right, and took action.
How to report fraud
Web – visit https://www.takefive-stopfraud.org.uk/ for advice on how to spot fraud and report any suspicious fraudulent activity immediately.
Emails – forward to: report@phishing.gov.uk
Texts or SMS – forward to 7726 (this is free)
Phone calls – If you’re in England, Wales or Northern Ireland report suspicious phone calls online to Action Fraud or call 0300 123 2040. For Scotland, call 101 to report it to Police Scotland.
Watch out for Warm Home Discount fraud
The Warm Home Discount is a one-off £150 discount off your electricity bill. If you’re eligible, your electricity supplier will apply the discount to your bill. The money is not paid to you.
You may be able to get the discount on your gas bill instead if your supplier provides you with both gas and electricity and you’re eligible. Contact your supplier to find out.
- There is no need for individuals to apply for the Warm Home Discount scheme in England & Wales.
- Individuals in Scotland and in receipt of Pension Credit Guarantee Credit do not need to apply for the Warm Home Discount.
- Individuals in Scotland on all other qualifying means tested benefits or otherwise meeting criteria set by their energy supplier do still need to apply to their energy supplier for the Warm Home Discount.
- Individuals will not be contacted by the UK Government or Ofgem asking for bank details.
- Individuals should not look out for texts.
- If individuals are eligible, they should look out for a physical letter by post between October and December 2025 confirming they will get £150 off your electricity bill. Physical letters will be sent by Warm Home Discount Scheme, PO Box 970, PRESTON, PR2 0FX
- Individuals are advised not to click on links provided in suspicious texts or emails.
Energy supplier communications
It’s important people know what they should expect from their energy supplier.
There have been reports of individuals contacting people pretending to be energy suppliers, promising them extra payments and funds to help with increases in energy bills. Customers should remain aware of the risks and question unplanned visits and unusual communications from their energy suppliers.
These are the main channels that suppliers will use to communicate with a customer:
When a meter reader or a smart meter installer visits your home:
You can verify their identity
Meter readers or smart meter installers carry visible identification such as a badge and sometimes wear the uniform of your supplier.
If you are concerned, do not hesitate to call your supplier to confirm their identity.
You can request additional security
You may also be able to agree with your supplier to set a password up (also valid on phone calls) for additional security.
When you call your supplier:
Energy suppliers will verify your identity.
Suppliers need to make sure they’re speaking to authorised account holders so will ask you to answer a couple of security questions. They will not ask for account passwords or security codes related to bank accounts or other payment cards. Account details will only be disclosed to the account holder once their identity has been verified.
Energy suppliers will never ask for the passwords or security details of your bank accounts or cards.
When you receive a call from your supplier:
Be cautious.
Just because someone knows your bank details, it doesn’t mean they’re genuine, so be mindful of fraud and don’t be afraid to ask them questions to verify their identity.
When you receive emails or social media messages from your supplier:
The message will not ask for your personal details except where previously arranged;
The message will only be addressed to the account holder or a nominated individual;
Where appropriate, your supplier will ensure that their messages contain your reference number.
Prepayment top-up scams
If you’re offered a discounted prepayment top up key, report it immediately. Over 100,000 households have been affected by this crime.
Fraud advice from Energy UK members
Our work to stop fraud
As part of our continued engagement with Action Fraud, the UK’s national reporting centre for fraud and cybercrime, Energy UK contributed to improvements to the national fraud reporting tool.
We also take part in National Fraud Awareness Week and support the below organisations.
Energy theft
Tampering with your meter to cut your energy bills is not only dangerous but also a crime. Meddling with electricity and gas supply endangers everyone. Households interfering with the wiring of switches and appliances can make them malfunction endangering everyone in the building.