Dealing with Utility Companies After Death
How do I deal with utility companies after a death?
Contact utilities (electricity, gas, water, internet, mobile, TV licensing) within 2-4 weeks with account number, death certificate copy, and executor details. They'll close accounts or transfer to executor/surviving occupant. Cancel direct debits after final bills. You can use Tell Us Once to notify government departments (like council tax), but you'll need to contact private utility providers separately.
Have more questions on UK death administration? Let Farra help.
Managing Utility Accounts
When someone dies, their utility accounts need to be transferred, closed, or continued. Most UK utility companies have dedicated bereavement teams that make this process easier, but you'll need to contact each one individually. According to Citizens Advice, notifying utilities promptly prevents continued billing and ensures the property remains properly serviced.
This guide explains how to handle each type of utility service, what documents you'll need, and how to avoid common problems with final bills and refunds.
Utility Companies Checklist
What You'll Need
Before contacting utility companies, gather these documents to make the process smoother:
- Death certificate - Most companies accept a photocopy or scanned copy. Order at least 5-10 copies when registering the death as they cost more to order later.
- Account numbers - Found on recent bills, bank statements (for direct debits), or online account portals.
- Recent bills - Shows account details, payment history, and whether the account is in credit or debit.
- Your ID and proof of authority - Passport or driving licence, plus letters of administration or grant of probate if you have them (not always required immediately).
- Final meter readings - For gas and electricity, take readings on the date you notify the supplier. Photograph the meters for your records.
- Bank account details - For refunds or paying final bills. Can be your personal account or the estate account.
Tip: Create a utilities folder
Keep copies of all utility correspondence in one place. You'll need these records for probate and to prove the accounts were properly closed.
How to Contact Major UK Utility Companies
Most major UK utility providers have dedicated bereavement teams. Here are the main companies and how to reach them:
Gas and Electricity
Scottish Power
Phone: 0800 027 0072 (Mon-Fri 8am-5pm)
Your energy supplier is regulated by Ofgem, which sets standards for bereavement support.
Water
United Utilities
Phone: 0345 672 3723
Covers North West England
Severn Trent
Phone: 0800 783 4444
Covers Midlands and mid-Wales
Water companies are regulated by Ofwat. Find your water company on their website if not listed above.
Broadband and Phone
BT
Phone: 0800 800 150 (Bereavement team)
Open 8am-9pm every day
Virgin Media
Phone: 0345 454 1111
Ask for the bereavement team
Sky
Phone: 0333 759 5173
Dedicated bereavement line
Telecoms providers are regulated by Ofcom. Most providers will waive early termination fees in bereavement cases.
TV License and Mobile Contracts
TV Licensing
Phone: 0300 790 6117
If the deceased lived alone, cancel the license for a refund. If someone else lives there, transfer it to their name.
Website: tvlicensing.co.uk/death-enquiry
Mobile Phone Providers (EE, O2, Vodafone, Three)
Contact customer service and ask for the bereavement team. Most will waive remaining contract fees. You may be able to keep the phone number (porting) if family wants it.
Step-by-Step: Notifying Each Utility Type
Gas and Electricity
- Take meter readings immediately - This establishes the exact date you're reporting the death and prevents disputes about usage.
- Call the supplier's bereavement team - Have the account number, death certificate, and meter readings ready.
- Decide what happens to the account:
- If someone is still living in the property, transfer the account to their name
- If the property is empty, ask for the account to be put in the executor's name temporarily
- If selling the property, keep utilities running until completion
- Arrange payment for final bill - Takes 4-8 weeks to arrive. Can usually be paid from the estate.
- Claim refunds if in credit - Energy companies will refund credit balances to the estate or new account holder.
Typical final energy bill
Average UK household: £150-250 for gas and electricity combined. If the account was in credit (via direct debit overpayments), you may receive a refund of £50-200.
Water
- Contact the water company - In England and Wales, you can't choose your water supplier (it's based on location).
- Provide account details and death certificate - They'll close or transfer the account.
- Don't cancel the supply - Water should stay connected even in empty properties to prevent pipe damage.
- Final bill and refunds - Water bills are typically quarterly, so final bill could be £30-100.
Council Tax
- Use Tell Us Once if available - This automatically notifies your local council. Check eligibility on GOV.UK.
- Or contact the council directly - Call your local council's revenue department.
- Discounts may apply:
- If someone still lives there alone, they get 25% single person discount
- Empty properties get varying discounts (council-dependent)
- Executor is responsible for council tax on empty properties
Broadband, Phone, and TV
- Check the contract end date - If you're keeping the service (someone still lives there), just transfer the account.
- Request early termination - Most providers waive early exit fees in bereavement cases, but you need to ask.
- Return equipment - Routers, TV boxes, and phones may need to be returned to avoid charges.
- Port phone numbers - Mobile numbers can be transferred to a new contract if family wants to keep them.
Timeline: When to Contact Utilities
Immediately (Within 1 Week)
- →Empty properties: Contact gas, electricity, and water immediately to reduce rates or disconnect safely
- →Council tax: Notify council to stop billing the deceased
Within 2-4 Weeks
- →Occupied properties: Contact all utilities to transfer or close accounts
- →TV license: Cancel or transfer
- →Mobile contracts: Cancel and return devices
After Final Bills (6-8 Weeks)
- →Cancel direct debits: Only after final bills are paid
- →Claim refunds: Chase any credit balances owed to the estate
- →Keep records: File all final bills and refund confirmations for probate
Common Problems and Solutions
Problem: Can't find account numbers
Check recent bills (physical or email), bank statements for direct debit references, online account portals if you have login details, or call the company with the property address—they can look it up.
Problem: Utility company refuses to speak to you
Most companies will speak to next of kin or executors without probate initially. If they insist on probate, ask to speak to their bereavement team or complaints department. Explain you're informing them of the death and need to prevent further billing. Ofgem, Ofwat, and Ofcom require reasonable support for bereaved customers.
Problem: Bills keep coming after notification
This is common—billing systems can take 2-3 months to update. Keep copies of your death notification (letter or email confirmation). Don't pay new bills until the final bill is confirmed. Contact the bereavement team again if bills continue beyond 8 weeks.
Problem: Direct debits keep taking payments
Don't cancel direct debits immediately—wait for final bills. If payments continue after final bills are settled, contact your bank's direct debit team to cancel. You can claim refunds for unauthorized payments under the Direct Debit Guarantee.
Problem: Refund is delayed
Utility refunds should arrive within 4-8 weeks. If delayed, chase the company in writing. They may require bank details for the estate or proof of authority (probate/letters of administration). Large refunds (over £500) often require formal probate documents.
Problem: Dispute over final bill amount
If you disagree with the final bill, request a breakdown. Check meter readings match what you submitted. For energy, contact Citizens Advice energy team for free help. For other utilities, use the company's formal complaints process.
Final Bills: What to Expect
Understanding typical costs helps you budget for probate and spot errors:
Typical Final Bill Amounts
- Gas and electricity (combined)£150-300
- Water (quarterly bill)£50-120
- Council tax (pro-rated)£100-400
- Broadband/phone (early exit fee waived)£0-50
- TV license (refund possible)-£20 to £40
- Mobile phone (contract exit)£0-100
Total estimated: £300-£1,000 depending on property size and contract situations
Paying final bills
Final bills are paid from the estate, not from your personal funds. According to GOV.UK guidance, utility bills are estate debts that must be paid before distributing to beneficiaries.
If the estate has insufficient funds, utilities are paid pro-rata with other creditors. Seek legal advice if the estate is insolvent.
Support for Vulnerable Customers
If vulnerable people remain in the property after the death (elderly, disabled, chronically ill), they may qualify for extra support:
Priority Services Register
Energy and water companies maintain registers of vulnerable customers who get:
- Advance notice of supply interruptions
- Priority reconnection after outages
- Alternative communication formats (large print, Braille)
- Password protection for home visits
- Free gas safety checks for elderly customers
Contact your supplier to register. Free and takes 5 minutes. More info at Ofgem Priority Services.
Payment Help
If someone is struggling to pay utility bills after the death, they may qualify for:
- Warm Home Discount: £150 off electricity bills (winter)
- Payment plans: Spread costs over 6-12 months
- Charitable grants: British Gas Energy Trust, other supplier hardship funds
Contact Citizens Advice for free advice on utility debt.
Key Information
Final Bills
Most companies will send a final bill to the estate within 4-8 weeks. Keep these for probate. They're estate debts that must be paid before distributing to beneficiaries.
Refunds
Any credit balances (from direct debit overpayments) will be refunded to the estate. Large refunds may require probate documents. Typical refunds: £50-200 for energy, £20-80 for TV license.
Don't Cancel Too Early
Keep utilities running until: (1) final bills arrive, (2) refunds are received, (3) property is sold or fully cleared. Empty properties still need water and minimal heating to prevent damage.
Sources
- Citizens Advice - What to do when someone dies: citizensadvice.org.uk
- Ofgem - Energy advice for households: ofgem.gov.uk
- Ofwat - Your water company: ofwat.gov.uk
- Ofcom - Consumer advice: ofcom.org.uk
- GOV.UK - After a death: gov.uk/after-a-death
Frequently Asked Questions
How soon do I need to notify utility companies after a death?
Contact utilities within 2-4 weeks of registering the death. For empty properties, notify gas and electricity immediately to reduce rates. For occupied properties, notify within 2-4 weeks to transfer accounts and prevent continued billing in the deceased's name. Council tax should be notified within 1 week via Tell Us Once or directly.
What documents do I need to notify utilities of a death?
You need: death certificate (photocopy accepted), account numbers from recent bills, proof of your authority to act (executor/next of kin), final meter readings for gas and electricity, and bank details for refunds. Most companies will accept notification without probate initially, especially from next of kin or named executors.
Can I get a refund on utility bills after death?
Yes, if the utility account was in credit (common with direct debit overpayments), you'll get a refund paid to the estate. Typical refunds: £50-200 for energy, £20-80 for TV license. Large refunds over £500 may require formal probate documents. Refunds usually arrive 4-8 weeks after notification.
Do I need to cancel direct debits for utilities immediately?
No, wait until final bills arrive and are paid (typically 4-8 weeks). Cancelling direct debits too early can cause final bills to go unpaid, leading to debt collection and complicating probate. Cancel direct debits only after: (1) all final bills received, (2) final bills paid, (3) any refunds received.
What happens to utility bills if the property is empty?
The executor becomes responsible for utility bills on empty properties. Contact suppliers immediately for reduced rates: energy companies offer vacant property rates (typically 50% discount), water must stay connected (but billed at single occupancy rate), and council tax may be reduced or exempt depending on local council rules (check with your council).
Who is responsible for utility bills after someone dies?
The deceased's estate is responsible for utility bills up to and including the final bill. If someone continues living in the property, bills from the transfer date forward are their responsibility. Executors are personally liable only if they distribute the estate before paying utility bills—always settle utility debts before distributing to beneficiaries.
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