What should I do if I receive an unexpected utility bill or charge?

If you receive a utility bill or service charge that seems wrong, check the details before paying a disputed amount & tell us or the supplier promptly.

Check the bill

• Does it show your apartment’s correct address & meter number?
• Are the dates within your tenancy period?
• Do the opening & closing readings match the records you took?
• Does the tariff or service match what you agreed?
• Is the charge something that is already included in your rent?

If a utility company bills you directly, contact the supplier using the details on its official website. If the bill comes from Incremental Living or a building service provider, send us the charge reference & explain which part you question.

Keep a copy of your correspondence. If the bill includes both disputed & undisputed amounts, ask how to avoid arrears while the query is reviewed.

Please do not ignore a bill because it looks unfamiliar. A quick check can often identify a wrong meter reading, account or tenancy date.