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Consumption: exceptional reasons for a high bill
Check whether consumption is higher than usual because of exceptional reasons – eg, because of:
    an emergency, such as a flood;
    a new heating system that you are not used to operating;
    a new heating system that may need a different tariff;
    a defective heating system;
    a period of exceptionally cold winter weather or hot summer;
    a fault or leak in your supply;
    someone in the household being ill, leading to higher gas or electricity costs.
If you think the bill is accurate after taking any exceptional circumstances into account, see Chapters 4, 11 and 12 for help on how to pay.