Business energy disconnection and how to get reconnected

Can a supplier disconnect my business?

Yes, but not without warning. If a business does not pay its gas or electricity bills, the supplier can eventually cut off supply or fit a prepayment meter. The law sets minimum steps, and Ofgem's non-domestic good-practice guidance says disconnection should be treated as a last resort. That guidance is not a legal rule, but Ofgem has said it expects suppliers to follow it.

Most disconnections can be avoided by acting early. If you are already behind, read what to do if you cannot pay alongside this page.

The steps a supplier must follow

Ofgem's June 2026 guidance sets out the legal minimum under the Gas Act 1986 and Electricity Act 1989:

1. The supplier sends a written demand for payment.
2. It cannot issue a disconnection notice until 28 days after that demand.
3. It must then give at least 7 days' written notice before disconnecting, or before installing a prepayment meter.

Ofgem says these rules apply to all meter types, and suppliers must be able to prove they met them. That includes remote switches of a smart meter to prepayment mode.

If you refuse entry: the warrant route

If the supplier needs to enter your premises to disconnect and you do not allow it, it needs a court warrant. Citizens Advice explains that the supplier can apply only at least 28 days after sending the bill and should tell you at least 21 days before applying. You can ask it to stop the application or attend the hearing and explain why supply should not be cut. If a warrant is granted it can be used within 28 days, with at least 7 days' notice for gas or 7 working days for electricity. Disconnection and reconnection fees can be added to your debt.

The Citizens Advice page we used was last reviewed on 30 September 2022, and Ofgem's June 2026 guidance does not cover warrants, so treat the warrant timings as a guide and confirm them with the supplier or Citizens Advice.

What Ofgem expects before it gets that far

Ofgem's guidance asks suppliers to:

• Publish their collections process and train staff who deal with debt.
• Look at your ability to pay, offer longer payment timescales and make reasonable adjustments.
• Check if you are on the best available tariff, such as a fixed rate rather than an out-of-contract one.
• Signpost you to specialist advice, such as Business Debtline or Citizens Advice.
• Give notice of site visits, explain their purpose and avoid threatening behaviour.
• Explain all disconnection-related charges up front and keep them reasonable.

If a supplier skips these, mention the guidance in your complaint. You do not have to accept being treated aggressively.

Homes and vulnerable people on site

Many small businesses share a building with a flat, or sit in a block with residents. Ofgem's guidance says suppliers should look for domestic occupiers and, where a vulnerable person lives there (for example of pensionable age, disabled or chronically sick), take all reasonable steps to avoid disconnection. If your premises include a home, tell the supplier. If you run a shop with a flat above, see business versus domestic energy.

For communal areas of residential buildings, the June 2026 update says suppliers should contact the landlord or managing agent, tell residents they are not liable for the debt, and warn the local authority if building safety could be affected. Landlords should read landlord energy guide.

If you have been wrongly disconnected

If a disconnection was a mistake, Ofgem's guidance says the supplier should reconnect as quickly as possible, normally within 24 hours, and faster for smart meters. It also says suppliers should pay at least £100 compensation, with larger or multi-site customers possibly warranting more. We found no fixed higher figure for small businesses, so anything above £100 is a matter for negotiation or the Ombudsman. As this is good practice, not a fixed legal right, ask for it in writing and complain if it is refused.

Worked example

A bakery loses power at 6am on a Tuesday because of a billing error. It loses the morning bake and throws away £150 of spoiled dough. Claim the £100 minimum compensation plus ask the supplier to cover the proven £150 loss, and send photos and receipts. Total request: £100 + £150 = £250. The supplier may not agree to the full amount, but a documented claim is stronger than a phone call.

How to reconnect after a legitimate disconnection

1. Contact the supplier and ask exactly what you need to pay: arrears, disconnection and reconnection charges, and any deposit.
2. Ask for a payment plan for the arrears if you cannot clear them at once.
3. Ask whether a security deposit will be required. Ofgem says reconnection deposits should not unfairly block you from reconnecting.
4. Get the reconnection time confirmed in writing. For a disconnected meter, the supplier may need to arrange the network operator.
5. Check the meter and turn off equipment before supply returns, especially refrigeration controls and ovens.

If your old supplier will not reconnect, the supply point can still be taken on by another supplier in some cases, but any debt generally follows the process explained in switching when you owe money.

Prepayment meters

A supplier can install a prepayment meter for debt, subject to the same 7-day notice, and Ofgem expects it to help you use it and avoid self-disconnection. See business prepayment meters.

Protecting your business from a cut-off

A planned or accidental disconnection hits food businesses, salons and anyone with refrigeration or tills hardest. A few habits reduce the risk:

• Keep a list of the supplier's complaint and billing contacts, with your account number, MPAN or MPRN.
• Open every letter marked as a demand or notice, and note its date. The 28-day and 7-day clocks above start from those dates.
• If the premises is closed or you have moved, tell the supplier. A bill sent to an old address is a common cause of unpaid-debt notices. See telling your supplier when you move.
• Back up refrigeration or key equipment if you can. Insurance may cover some losses from supply failures, but check the policy.

Disconnection can also be caused by things that are not your debt, such as a network fault or planned works. In that case your supplier is not responsible; your network operator is. If you are unsure who to call, our guide to finding your supplier helps.

Next steps

• Keep every letter and note the dates: demand, notice, warrant.
• Reply in writing and propose a payment plan.
• Complain formally if rules are not followed, then use the Energy Ombudsman after eight weeks.