A couple in Tamworth, Staffordshire, received a shock gas bill of £10,824.87 after 18 years because they couldn't determine who was responsible for the gas supply at their home.
Lee Haynes and Jo Woodley moved into their home in 2005 but were unable to figure out who their gas supplier was. Despite their efforts, they received no gas bills, and even letters from the National Grid and their housing association in 2006 couldn't resolve the issue.
They contacted the ombudsman, who advised them to wait for contact from their supplier. In March, Cadent, a gas distributor, requested an inspection of their property, leading to the massive bill.
The couple still doesn't know who supplied their gas for nearly two decades and believe there should be shared responsibility for the situation. Cadent stated that they have an obligation to recover the cost of gas used outside of a supplier contract and offer help and support to customers required to make a repayment.