British Gas has apologised to a disabled pensioner after mistakenly charging him £2,000 for a gas bill and threatening court action. José Bell, 69, from Lewisham, had spent nearly a year seeking answers over a £2,022.41 bill for the period from October 2024 to June 2025. During that time, he was paying £20 a month by standing order, while British Gas's own annual estimates for the property suggested the cost should be around £179.14.
Customer left in limbo over disputed charges
Despite raising a formal complaint with British Gas and later the Energy Ombudsman, Mr Bell was left without a clear explanation. Debt-recovery solicitors Flint Bishop issued him with a proposed repayment plan and warned that county court proceedings would start if no agreement was reached. Last month, Mr Bell received a county court claim ordering him to pay £1,692.74, plus £115 in court fees and £80 in legal fees.
A British Gas spokesperson told the Local Democracy Reporting Service (LDRS): "We apologised to Mr Bell, applied a credit that brought his balance to zero, and provided a goodwill gesture." The spokesperson added that British Gas had not received a meter reading from Mr Bell when he moved into the property, so his bills were initially estimated.
Meter reading dispute resolved
Mr Bell contested this, saying he provided photographs of the meter taken on the day he moved in, which supported a different starting reading. The British Gas spokesperson said: "While there were delays in applying the readings he later provided, the account was subsequently rebilled using the opening reading." After the bill was amended, Mr Bell told the LDRS it felt like a "huge weight" had been lifted, though it only happened after press enquiries were made to British Gas.
The correct readings left Mr Bell with a total outstanding bill of £52, which has been written off by British Gas. The debt recovery process has also been cancelled.
Stress and impact on daily life
Mr Bell, who was previously homeless and spent six years in temporary accommodation while awaiting a permanent council home, said the situation had caused him extreme stress. He was also worried about having to use savings he had intended to spend on a small garden at his home and repairs to his flat. Speaking to the LDRS last week, before the resolution, he said: "It is stressful. And what I worry about the most is the stress it causes for my daughter, who is my major support network."
His daughter lives in Canada and had been unable to help properly because of the distance. Mr Bell said he had asked British Gas to provide all information in writing rather than electronically, but his request was ignored. With no access to a personal computer, he had to walk to his local library, a 50-minute journey in total, to use the printer and respond to emails.
Mr Bell is a well-known and popular figure around Deptford Market, where he was helped back on his feet after years of homelessness by locals. He now features as part of a large mural in the market. The apology and write-off bring an end to a prolonged ordeal for Mr Bell, who can now focus on his garden and home repairs without the threat of court action.
