British Gas took 15 months to issue a final bill and refund more than £1,500 to a customer, despite a ruling from the energy ombudsman nearly a year prior. Beth Kojder moved out of her one-bedroom flat in southeast London in October 2024 and subsequently filed a complaint with the ombudsman after failing to receive a final bill or credit refund from British Gas.

The energy ombudsman ruled in Kojder's favor in February 2025, instructing British Gas to fulfill her request. However, the ombudsman lacks the legal authority to enforce its decisions. Kojder received an offer for her refund this week, shortly before her case was scheduled to be heard in a small claims court.

British Gas stated that it was "implementing the ombudsman's remedy" for Kojder and apologized for the delay. "We are very sorry for how long it has taken," the company said in a statement.

Kojder described the process as "relentless, tiring, and completely draining" in an interview with the BBC. She provided meter readings to British Gas when she moved out of her flat, anticipating a final bill.

The delay highlights ongoing concerns about customer service and billing accuracy within the energy sector. While regulatory bodies like the energy ombudsman exist to mediate disputes, their lack of enforcement power can lead to prolonged resolution times for consumers. This case also illustrates the potential burden on consumers who may need to pursue legal action to resolve billing issues.