Help if you’re struggling to pay

What to do if you’re struggling to pay your energy bills

The Price Cap is set to decrease by 7% on 1 July, but energy bills remain exceptionally high, causing financial strain for many. This guide will take you through the available support options step-by-step.

Step 1: If you’re struggling, talk to your supplier ASAP – it HAS to help

New research from Citizens Advice reveals 5.3 million people are in debt to their energy supplier. If you’re falling behind with your energy bills, and finding yourself struggling to pay, the best thing to do is contact your supplier as soon as possible. Under rules from regulator Ofgem, your supplier has to help you – usually by negotiating a payment plan that you can afford.

There are a range of options suppliers could offer if you’re struggling, including:

• A full payment plan review
• Affordable debt repayment plans
• Payment breaks (though this won’t be right for everyone)
• Payment reductions
• More time to pay
• Access to hardship funds

What help you can get is decided on a case-by-case basis, but importantly, repayment must be based on your ability to pay. So get in touch with your supplier as soon as possible.

There are new rules for forced installations of prepayment meters

Starting in November 2023, a new mandatory code for forced prepayment meters has been established, which all energy suppliers are required to follow. Previously voluntary, this code is now embedded within the suppliers’ licensing conditions, thus making it legally enforceable. The updated regulations encompass the following stipulations:

• A ban on forcibly installing meters for certain vulnerable customers. For households classified as ‘high risk,’ which include those aged 75 or older without home support, homes with a child under two, households requiring an uninterrupted energy supply for health-related reasons, or individuals unable to top up meters because of physical or mental disabilities.
• Vulnerability and affordability assessments before force-fitting a prepayment meter for certain homes. For households considered ‘medium risk’, including households with children under five years old, and those that are temporarily considered vulnerable due to being pregnant or bereaved.If the assessment finds that you’re likely to run out of credit (“self-disconnect”) as a result of being switched to prepay, the firm shouldn’t proceed.
• The need for ‘welfare visits’ to homes before installing prepayment meters. This applies to scenarios where you are already using a smart credit meter and your energy provider intends to switch it to prepayment mode remotely, as well as instances where traditional meters are being replaced with prepayment meters.
• Firms should make at least 10 attempts to contact you before a prepayment meter is installed. Firms must attempt to make contact over three months and at various times of day and on different days of the week, to ensure you’ve had an opportunity to be home.
• The wearing of body cameras during all welfare visits and when installing your prepayment meter. This means footage can be audited to ensure firms are sticking to the rules, and to help with any disputes and complaints.
• Providing alternative repayment options to help you clear your debt before suppliers fit a prepayment meter.
• Providing a £30 top-up credit to your meter if your supplier decides to install a prepayment meter. This is to remove the risk of households being left with no supply, though it will have to be repaid.

When CAN suppliers force you to get a prepayment meter?

Force-fitting prepayment meters should be considered only as a final measure to prevent disconnection. Prior to this, your supplier must have explored every other possible option to recover the debt.

After a supplier has tried all other methods to reclaim the debt and adhered to the new procedures mentioned above, they may remotely switch your existing smart meter to a prepay mode. If you lack a smart meter, your supplier will need to obtain a court warrant to install a prepayment meter forcibly.

– Suppliers can’t force-fit a prepay meter if you’re considered a ‘high risk’ customer

People considered ‘high risk’ might include those who are:

• Over 75 and there is no other support in the home. This means if someone under 75 also lives in the household, they will only be considered vulnerable if they are ‘high risk’.
• In need of a continuous supply of energy for health reasons. This includes dependency on ventilators, refrigerated medication or people with severe health issues such as, emphysema or chronic bronchitis.
• Suffering from chronic or terminal illnesses, such as cancer, cardiovascular or respiratory disease, organ failure, emphysema, chronic bronchitis, or sickle cell disease.
• Incapable of topping up the meter due to a physical or mental disability.
• Households with children aged under two years old.

– Suppliers must assess ‘medium risk’ customers on a case-by-case basis

Energy firms will need to complete a vulnerability and affordability assessment to fit prepayment meters into homes where there are:

• Children under five (households with children under two are considered part of a ‘high risk’ household)
• People living with other serious health conditions (not covered in the ‘high risk’ category), such as neurological diseases, respiratory conditions and mobility-limiting conditions, and serious mental or developmental health conditions
• People made temporarily vulnerable by pregnancy or bereavement

If the assessment finds that you’re likely to run out of credit (“self-disconnect”) as a result of being switched to prepay, the firm shouldn’t proceed.

– Your supplier must follow the correct process to put you on prepay

• Having a valid reason for the switch. This can include recovering a debt you may owe.
• Communicating clearly. Your supplier should tell you if it plans to put you on prepay – and make at least 10 attempts to contact you before a prepayment meter is installed. It must give its reasons for the decision and outline any other options you may have.
• Providing at least seven working days’ notice. If you’re on a smart meter, you shouldn’t find it being switched into prepay mode out of the blue.
• Taking into account whether you’re vulnerable. If so, and your vulnerability means it would be unsafe or impractical for you to be on prepay, the switch shouldn’t go ahead. You’ll be considered vulnerable if you fit into the ‘high risk’ or ‘medium risk’ categories above.
• Getting a court warrant (in some cases). This is only relevant where you have non-smart meters (so the supplier needs to physically install new meters) and you’ve refused to communicate with your supplier about a repayment plan.

– Unsafe or unfair switch? How to complain

If your supplier hasn’t followed the correct process, or has put you on prepay when it shouldn’t have, you should raise a formal complaint. You can do this by contacting your provider directly, or by using the free Resolver complaints tool (which covers most suppliers).

If you’ve already tried contacting the firm and it’s been more than eight weeks since you lodged your formal complaint (or you’ve received a deadlock letter), you can then take it to the free Energy Ombudsman, an independent body that handles disputes between consumers and energy firms.

On prepay and struggling to pay? Your supplier must help as well

If you use a prepayment meter for your energy, and you’re having difficulty topping up and risk self-disconnection, it’s important to reach out to your supplier immediately for assistance.

According to Citizens Advice, approximately 1.7 million people in Britain exhausted their credit on prepayment meters last year, with 800,000 going without gas and electricity for over 24 hours due to financial constraints. Therefore, it’s crucial to ensure you’re accessing all available support.

Here’s how energy companies can assist:

• All suppliers offer small amounts of emergency credit. Typically, your gas and electricity meter will provide £5 of emergency credit, though some suppliers have increased this amount in response to the energy crisis. You can access this credit directly through your meter, usually becoming available when your balance is very low (generally less than 50p for electricity or £2 for gas).

The method to access this emergency credit varies depending on your meter type; it might involve inserting your key/card or pressing a button when the option is displayed. Your energy supplier can provide specific instructions for your meter. This emergency credit must be repaid the next time you top up your meter.

• ‘Friendly credit’ means you can’t be cut off at certain times if your meter runs out.  Friendly credit is designed to safeguard you from losing gas and electricity access when your credit runs low and the shops are closed. This feature ensures that you remain connected during evenings, weekends, and bank holidays, even if your credit runs out.

While the specific times may vary depending on your supplier and the season, typically, you will not experience a cutoff between approximately 6pm and 9am from Monday to Saturday, throughout the entire day on Sunday, and on bank holidays. Any usage during these periods will need to be repaid the next time you top up your account.

• Additional support credit is available to some if you can’t afford to top up. If you’re unable to top up and are at risk of self-disconnection because you can’t maintain enough money on the meter, you might qualify for additional support credit (or extra support credit).

The type of support available, how it functions, and your eligibility will depend on your energy supplier, so it’s important to contact them as soon as possible.

Typically, additional support credit is aimed at those in vulnerable circumstances, such as individuals of state pension age, or those with disabilities or long-term medical conditions. The supplier will determine the amount of extra credit provided and collaborate with you to create a repayment plan based on your financial capacity.

However, even if you are not considered vulnerable, your supplier may still offer assistance if you cannot top up. They might provide support credit, review any debts being repaid through your meter, or give access to hardship funds. This assistance is evaluated on a case-by-case basis, so it’s crucial to reach out to your supplier promptly.

Additionally, the regulator Ofgem has implemented stronger protections for prepayment customers. Suppliers are now required to proactively identify and contact customers who have self-disconnected due to financial difficulties in topping up. This includes providing support for repaying any outstanding standing charges.

Get on the Priority Services Register if you’re vulnerable

The Priority Services Register is a complimentary support service managed by energy suppliers and network operators (the companies responsible for the infrastructure, such as pipes and wires). This service is designed to assist individuals in vulnerable circumstances, such as those who are of state pension age, have a long-term medical condition, or have children under the age of five (see detailed eligibility criteria below).

The assistance available through this service includes:

• Advance notice of planned power cuts. If you rely on energy supply for medical reasons, your network operator will inform you of planned power cuts.
• Priority support in an emergency. Network operators can provide you with heating and cooking facilities during unexpected power cuts.
• Identification and password scheme. To reassure you that energy and network employees are genuine, they can arrange checks such as a particular password or picture card if they need to visit you.
• Nominee schemes. You can nominate someone to receive communications and bills from your supplier.
• Help with prepayment meter access. For example, suppliers could move your meter if you can’t access it easily to top up.
• Regular meter reading services. If you can’t easily read the meter yourself, or nobody else can.
• Accessible information. For example, account info and bills in large print or Braille.

A dedicated website has been launched to make it easier to be added to the Priority Services Register. You no longer need to ask your supplier to do this for you. There are several ways you can register, including an online form, by email or by calling 0800 169 9970, as well as messaging via WhatsApp, Facebook or Twitter.

– The full eligibility criteria for the Priority Services Register

You are eligible for the Priority Services Register if one of the following applies to you:

• You’ve reached state pension age.
• You are disabled or have a long-term medical condition.
• You are recovering from an injury.
• You have a hearing or sight condition.
• You have a mental health condition.
• You are pregnant or have children under five.
• You have extra communication needs (such as if you don’t speak or read English well).
• You need to use medical equipment that requires a power supply.
• You have poor or no sense of smell.
• You would struggle to answer the door or get help in an emergency.

You might still be able to register for other reasons if your situation isn’t listed. For example, if you need short-term support after a stay in hospital.

Step 2: Check if you qualify for government support

In this section, we’ll delve into the targeted, temporary financial assistance being offered by the Government to support the cost of living.

It’s beneficial to thoroughly explore this information, as eligibility for available aid can vary depending on individual circumstances. The assistance you may receive hinges on factors such as your current receipt of specific benefits or your status as a pensioner. Take the opportunity to assess what benefits you might qualify for, which could include:

• Free insulation and boiler grants
• Funding for some vulnerable households
• The warm home discount
• Help if you’re a pensioner
• Cold weather payments

Check if you can get free insulation or boiler grants to make your home more energy efficient

Saving on energy bills through improved energy efficiency is a serious advantage, especially with numerous incentives available from energy providers participating in the Energy Company Obligation scheme. These incentives are part of their commitment to enhancing efficiency for specific demographics.

For those receiving certain benefits, benefits include complimentary insulation or grants for replacing outdated boilers. Moreover, the Government’s recent expansion of eligibility for free insulation in 2023 means that being on benefits is no longer the sole requirement to benefit from the program. For a detailed overview of available offerings, consult our comprehensive guide to the Great British Insulation Scheme. Below, we provide a glimpse of the benefits you can expect and the savings they can generate:

• Cavity wall insulation. Most homes built since 1920 have a gap between internal and external walls. Filling the cavity with insulating mineral wool and foam means cold air’s kept out, and warm air stays in, which can save an average three-bedroom home up to £280/year.
  
  
• Loft insulation. Up to a quarter of your home’s heat escapes through the roof, but you can solve this by putting insulating mineral wool in the loft space, saving up to £370/year.
• Boiler replacement or repair. Heating accounts for about 55% of what you spend in a year on energy bills. Depending on your boiler’s age and the size of your house, a shiny new efficient one could save you up to £475/year.

For more advice on energy efficiency and help to find any schemes you are eligible for, try the Government’s energy efficiency website, the Energy Saving Trust or Home Energy Scotland.

Help for vulnerable households from councils

Household Support Fund in England

Councils in England have been granted an additional £500 million through the Household Support Fund to aid the most disadvantaged members of their communities.

This funding, originally slated to conclude in March 2024, has been extended until September 2024 following adjustments made during the Spring Budget. It enables local authorities to provide essential assistance, such as small grants, to meet daily necessities including energy bills, utilities, housing, and food expenses, thereby supporting vulnerable individuals effectively.

Eligibility varies, as it’s up to councils to decide, but generally the grant is for vulnerable households, and those in most need of support. To find out what your council offers and whether you might qualify for support, and to apply, contact your council as soon as you can, as funding could run out at any time.

Scottish Welfare Fund Crisis Grant

If you’re on a a low income or getting certain benefits, you may be able to apply for a Crisis Grant (part of the Scottish Welfare Fund) through your local council, to help with food or heating costs.

Discretionary Assistance Fund in Wales

The Welsh Government’s Discretionary Assistance Fund offers the Emergency Assistance Payment to help pay for essential costs, such as food, gas, electricity, clothing or emergency travel, and the The Individual Assistance Payment to help you or someone you care to buy ‘white goods’ or home furniture such as beds, sofas and chairs.

You can check if you’re eligible and how to apply through the Welsh Government website.

Check if you can get £150 towards energy bills each winter with the warm home discount

The Warm Home Discount scheme benefits millions of households across the UK, requiring energy suppliers with over 1,000 customers to assist vulnerable individuals with winter energy costs.

For those with a standard credit meter, the scheme provides a £150 rebate applied directly to their electricity or gas bills from October to March. Customers using a prepay meter typically receive a top-up voucher instead.

Recent revisions to the Warm Home Discount have led to differing implementations between England and Wales compared to Scotland. Residents of England or Wales automatically receive the discount if they meet eligibility criteria. In Scotland, automatic receipt is contingent upon receiving the ‘guarantee credit’ element of Pension Credit.

For comprehensive details on eligibility and application procedures, refer to our detailed Warm Home Discount guide.

Millions of pensioners can get up to £300 with the winter fuel payment

UK pensioner households are entitled to help towards their energy costs under the Government’s Winter Fuel Payment scheme. It’s usually between £100 and £300 and is paid automatically to eligible pensioners or pensioner households.

In 2022 and 2023, the cost of living support package included a top-up to the winter fuel payment of £300 per household, so some got up to £600.

Note: The details below relate to the winter fuel scheme for 2023/2024. We’ll update this guide when the eligibility criteria for next winter’s scheme is announced.

Every household with someone born on or before 24 September 1957 is entitled to help towards their winter energy costs, and if you live with someone that also qualifies, you’ll both get the cash (either individually or as a household). It should be paid in November or December each year. How much you get depends on your circumstances:

If you’ve not got the winter fuel payment before and you don’t claim one of the eligible benefits (for example, you only claim Housing Benefit, council tax reduction, Child Benefit or Universal Credit), or you’ve deferred your state pension since your last winter fuel payment, you needed to claim it by 31 March.

Older people and those on certain benefits could get £25 during freezing weather

Under the Cold Weather Payment program, eligible elderly individuals and qualifying recipients of specific benefits in England and Wales receive financial assistance when temperatures drop to zero degrees Celsius or below in their locality.

The scheme activates when the average temperature remains at or falls below 0°C for seven consecutive days from November 1st to March 31st. Eligible recipients receive £25 for each seven-day period. Payment is typically automatic for Pension Credit recipients and certain beneficiaries of Universal Credit, as well as those receiving support for mortgage interest. For further details, refer to our comprehensive Cold Weather Payment guide.

Households in Scotland get £59 regardless of weather conditions

In 2022, the Scottish Government replaced the Cold Weather Payment scheme with the Winter Heating Payment scheme. Under this, eligible households will receive a flat £58.75 (2024/25) to help towards winter heating costs.

The payment will be made automatically between December and January each year, so you don’t need to do anything to get one. You need to be receiving one of these benefits, during the qualifying week: 4 to 10 November 2024. Social Security Scotland will confirm by letter if you’re due the £58.75 payment.

– Full eligibility for the Cold Weather Payment and Winter Heating payment

For both schemes, you need to be receiving one of the following:

• Pension Credit. You’ll usually get the payments if you do not live in a care home.
• Income Support and income-based jobseeker’s allowance. You’ll be eligible if you have a disability or pensioner premium, a child who is disabled, get Child Tax Credits that include a disability or severe disability element, or you have a child under five living with you.
• Income-related employment and support allowance. You’ll be eligible if you have a severe or enhanced disability premium, a pensioner premium, a child who is disabled, if you get Child Tax Credits that include a disability or severe disability element, or you have a child under five living with you.
• Universal Credit. You’ll be eligible if you have a health condition or disability and have a ‘limited capability for work’, or you have a child under five living with you.
• Support for mortgage interest. You may be eligible if you have a disability or pensioner premium, a child who is disabled, get Child Tax Credits that include a disability or severe disability element, or you have a child under five living with you.

Step 3: Find out how energy firms and others may be able to help you

Let’s explore the current assistance available from energy companies and various organizations, highlighting key energy initiatives designed to provide support. Below, we’ll provide details on:

• Energy suppliers offer help through hardship funds
• Find a warm space

Energy suppliers offer help through hardship funds

Major energy companies operate charitable trusts and funds designed to assist individuals facing financial hardship due to debt repayment challenges.

Typically, applicants must be customers of these firms, although British Gas extends support to non-customers as well. The application process is rigorous, involving consultation with a debt adviser, completion of a detailed income and expenditure budget sheet, submission of income proof, explanation of arrears accumulation, and justification of how the grant would alleviate the situation.

Specific eligibility criteria vary; some require recipients to receive specific benefits. Priority is given to those in dire need, assessed on a case-by-case basis. Processing claims may span several weeks due to limited funding availability, necessitating prompt action.

Supplier scheme	Key eligibility criteria	How much you could get	How to apply
Open to customers of ALL suppliers
British Gas Energy Trust Individuals and Families Fund	– In or facing fuel poverty – Can’t have had a British Gas grant in the past two years – You’ve received help from a money advice service– See full info on the British Gas website	Up to £2,000	Via the British Gas website
Open to customers of the named suppliers ONLY
British Gas Energy Trust The British Gas Energy Support Fund	– Have electric and/or gas debt between £250 and £2,000 – Can’t have had a British Gas grant in the past 12 months – You’ve received help from a money advice service – See full info on the British Gas website	Up to £2,000	Via the British Gas website
EDF Energy Customer Support Fund	– Experiencing hardship, or struggling to manage energy debt – You’ve received help from a money advice service – See full info on the EDF website	No set limit – depends on your circumstances	Via the ‘Let’s Talk’ web form (1)
E.on Next Energy Fund Also open to customers of: Sainsbury’s Energy	– Experiencing financial hardship and struggling to manage energy debt – See full info on the E.on Next website	No set limit – depends on your circumstances	Via the ‘Let’s Talk’ web form (1)
Octopus Energy Octo Assist Fund Also open to customers of: Affect Energy, Co-operative Energy, Ebico Living, London Power	– No specific eligibility criteria – See full info on the Octopus website	No set limit – depends on your circumstances	Via a Paylink account
Ovo Energy Hardship Scheme Also open to customers of: Boost	– Experiencing hardship, or struggling to manage energy debt – See more info on the Ovo website	Varies depending on need and funds available	Call Ovo on 0330 303 5063 or apply via it’s web form.
Scottish Power Hardship Fund	– In receipt of: Income Support, jobseeker’s allowance, Pension Credit, or employment and support allowance – You need to contact a recognised debt advice agency first – See full info on the Scottish Power website	Varies depending on need and funds available	Via Scottish Power’s web form or by phone on 0121 285 2595
UtilitaHelping Hand Fund	– Have an old non-smart legacy meter – Have an existing energy debt– Can’t have had a grant from the Helping Hand Fund in the last three years – Live in England, Scotland or Wales– See full info on Utilita’s website.	No set limit – depends on your circumstances	Via Utilita’s online application form
Utility Warehouse Hardship Fund	– In fuel poverty, or about to go into energy debt or run out of prepay credit – See full info on the Utility Warehouse website	Varies depending on need and funds available	Call Utility Warehouse on 0333 777 3215

British Gas will match some customers’ bill payments for six months

British Gas has introduced its ‘You Pay: We Pay’ initiative, aimed at assisting customers in reducing their energy arrears. Participation in the scheme is not open to applications. Instead, eligible customers will receive communication from British Gas starting June 1st, via email, letter, or in some cases, phone calls.

Once deemed eligible, British Gas will match the payments made by customers over a six-month period. For instance, if a customer pays £100 each month towards their energy debt, they will have contributed £600 in total over the specified duration. Subsequently, British Gas will credit an additional £600 to their account, potentially clearing some or all of the outstanding energy debt. During the six-month period, there are no constraints on the minimum or maximum payment amounts, but customers must agree on the payment amount beforehand.

Furthermore, eligible customers retain the option to apply for assistance through either the British Gas Energy Support Fund or the Individuals and Families Fund, which can potentially write off up to £2,000 of their energy debt.

Use this free tool to find a place to keep warm

Amid soaring energy costs, the expense of staying warm during cold spells has become particularly burdensome. Enduring cold conditions can pose serious risks, especially for vulnerable groups such as individuals with disabilities, the elderly, children, ethnic minorities, and households with limited incomes.

In our “Heat the Human” guide, we offer practical tips on maintaining warmth. However, for those facing significant challenges, local organizations and churches have stepped up by opening their doors, a collaborative effort involving councils, nonprofits, and charities committed to providing assistance.

Step 4: Find out where to go for free one-on-one advice and wider debt help

Numerous organizations and charities specialize in offering personalized support and guidance. While we’ve highlighted prominent national entities, local charities and your regional authorities may also offer additional localized assistance.

Each organization listed below addresses typical energy challenges such as advising on financial difficulties, exploring government grants and programs, facilitating access to hardship funds, and suggesting methods to conserve energy. However, some organizations have particular expertise in specific aspects of energy management.

Important: Bear in mind that these organisations are very busy right now, and have limited resources – Citizens Advice, for example, says it’s seen a 40% uplift year-on-year in people needing support due to energy debt issues. So please be patient and polite.

Energy help and grant specialists

The charities below offer help and advice on most energy bill problems if you’re struggling to pay, including help with finding government grants and schemes you might be eligible for, help applying for support through energy suppliers’ charitable trusts, and help with complaints.

• National Energy Action (NEA). The NEA is a national fuel poverty and energy efficiency charity that offers a free support service known as WASH (Warm and Safe Homes). It provides energy advice to households in England and Wales. You can contact it on 0800 304 7159, or fill in an online form.It offers advice on income maximisation, energy billing, fuel debt, energy efficiency and trust fund applications.Due to the ongoing crisis, the charity is very busy, which is why back in 2022, webchat service to help more people, which launched its webchat service in April 2022.
• Home Energy Scotland. A non-profit organisation backed by the Scottish Government that offers free, practical advice and info on energy in Scotland. You can call it on 0808 808 2282 or contact it online.It says as well as offering impartial advice on energy saving and reducing bills, it’ll check your eligibility for funding options including Scottish Government grants and interest-free loans.
• NI Energy Advice. This service offers impartial energy advice for those in Northern Ireland.You can contact it via its online form or by calling 0800 111 4455.

If you’re struggling with more than just your energy bills

While the organisations below offer help for all types of energy problems, their main aim is helping with budgeting and debt. So if you find yourself in energy arrears, or your problems stretch beyond energy, these might be best.

• Citizens Advice. If you’re in England or Wales, you can speak to a trained adviser on 0808 223 1133 or fill in an online form and they’ll respond by email. If you’re in Scotland, you’ll need to speak to your local Citizens Advice Bureau. You can also get help from a local advice agency if you’re in Northern Ireland.It says it can help with most energy problems and it can also refer you to its extra help unit – which can provide dedicated support to people in vulnerable situations to resolve problems with energy firms.
• StepChange. A charity that provides free debt advice to people in England, Scotland and Wales. You can contact it on 0800 138 1111 or get online debt advice.It can work with you to develop a personalised plan to make repayments, set up and manage a debt management plan for you, or even help with ways to write off debts if you’re unable to pay.
• MoneyHelper. Sponsored by the Department for Work and Pensions, it provides free, impartial and confidential money guidance to anyone in the UK. You can contact it on 0800 138 7777, or via webchat, email or WhatsApp.As well as personalised advice and guidance on money issues, including energy bills and how to prioritise debt, it can help you find a free and confidential debt adviser in your area.
• National Debt Line. A debt charity that gives free independent advice to people in England, Scotland and Wales. You can talk to it via webchat or by calling 0808 808 4000.It has a free budget tool and can help you work out a debt management plan.

Specialist help for older people

While older people can use the services above, Age UK can offer more specialised support.

• Age UK.  A leading charity, it says it can help any older person or those entitled to claim benefits. You can contact it by phone or online, but the number depends on where you live:- In England: 0800 678 1602
  – In Scotland: 0300 303 44 98
  – In Wales: 0300 303 44 98
  – In Northern Ireland: 0800 12 44 222Age UK is urging older people to contact it before turning their heating off or down. It says it can check if people are receiving all the support available to them, point people towards more help for heating their home, and provide guidance on billing, meters and complaints.

Specialist energy support for disabled people

If you have a disability, as well as the organisations above, you can also get additional help from Scope.

• Scope. A disability equality charity, it offers free energy advice to disabled people in England and Wales. You can contact it on 0808 801 0828 or email it.Through its disability energy support scheme, it can offer advice on a range of issues, including managing debt, efficiency, accessing benefits, grants and trusts, access to fuel vouchers, understanding bills and support with registering for the Priority Services Register.
• Disability Information Scotland. If you live in Scotland, Disability Information Scotland can provide similar help. You can contact it on 0300 323 9961 or email it.

For more generalised help if you’re struggling with debt, see our full Debt help guide.

Community support groups

For a lot of people, a place to talk to others in similar situations and share ideas is really important, which is why community support groups on social media are thriving. While we can’t vouch for every piece of information, these groups often have knowledgeable users – some with industry experience – sharing information, so can be very useful.

Step 5: Know your rights

It’s crucial that you’re aware of your rights at this difficult time, especially around some really serious issues such as having your energy supply cut off, and being able to get a breather from your debts. Find full info on:

• getting respite from your debts
• pay energy bills from your benefits
• suppliers’ disconnection rules
• making an official complaint
• forced prepayment meters

You could get up to 60 days’ respite from debts with the breathing space scheme

The Government’s breathing space scheme – officially known as the Debt Respite Scheme – can relieve some of the pressures and stress of being in debt.

If you pass eligibility, your creditors are informed and must stop collection or enforcement activity, and won’t be able to add interest or fees to your debt for up to 60 days.

Debt charity StepChange has full info on eligibility, and can take you through the application process.

You can pay energy bills direct from your benefits to help with budgeting

If you’re struggling to pay for your energy and you’re on certain benefits, you may be able to pay directly from your benefit payments instead, under a Government scheme known as Fuel Direct (also known as ‘third party deductions’). The scheme lets you arrange to have a small, fixed amount deducted directly from your benefit payments each week to go towards paying off energy debt.

To use the scheme, you need to contact your Jobcentre (or Pension Centre if you are claiming Pension Credit) and give them details of your supplier and what you owe. Your Jobcentre or Pension Centre will then get in contact with your provider.

How much will be taken depends on which benefit scheme the payment is deducted from:

• If you claim Universal Credit. A fixed rate of 5% of your entitlement can be deducted and paid directly to your supplier for gas and electricity (and water).
  
  
• For other benefits. A set amount of £4.55 will be directly deducted each week to pay off the debt you owe, plus an additional amount to cover your ongoing usage. For example, if you use £5 of energy a week, a total of £9.55 will be deducted directly from your benefits.Be aware though, if the set amount to cover your debt and the additional sum for your ongoing usage comes to less than 25% of your total benefits, the payment to your supplier can be set up without your permission. So be sure before you apply. You can use the Fuel Direct scheme with income-based jobseeker’s allowance, employment and support allowance, Income Support and Pension Credit.

While you can be disconnected, it’s very rare and there are strict rules for suppliers

There are very strict rules for disconnection and suppliers very rarely disconnect people due to debt.

Firms must take all reasonable steps to avoid disconnecting an energy supply for debt, and it should always be a last resort. Suppliers cannot disconnect you if you:

• Owe a debt to a previous supplier
• Are bankrupt and the energy debt is from before you were bankrupt
• Owe a debt for a service or appliance from a supplier, and not for your gas or electricity usage

What’s more, if it’s during winter (between October and March), you can’t be disconnected if you have reached state pension age and live on your own, or live with children under the age of 18.

Most suppliers have also voluntarily agreed never to disconnect you, at any time of year, if you have children under the age of six, are disabled, have long-term health problems or have severe financial problems. They also won’t disconnect you during winter if you have children under the age of 16.

If your supplier isn’t helping, put in an official complaint

If you are struggling with your bills and you find your provider won’t help, or you experience any of the other common problems faced by energy customers, such as incorrect bills, switching issues, Direct Debits being too high, refund delays and more, then complain.

Remember to try calling your provider to sort the issue first, but if not then you can use free complaints tool Resolver. The tool helps you manage your complaint, and if the company doesn’t play ball, it also helps you escalate your complaint to the free Energy Ombudsman.

There are new rules on when suppliers can force you to have a prepayment meter installed

Suppliers will sometimes use prepayment meters as a way of recovering debts – but only as a last resort. However, regulator Ofgem has introduced a new code of practice, designed to better protect customers and reduce the need for prepayment meters to be installed. We’ve more info on who can and can’t have a forced prepayment meter installation and under what circumstances.

Step 6: Read our energy cost-cutting tips

There are small changes you can make that can have a huge impact on your energy use and how much you end up paying, which we go into here, as well as more ways to reduce other household bills, including:

• Cutting costs with our energy-saving tips
• Busting common energy-saving myths
• Doing regular meter readings
• Paying by monthly Direct Debit
• Giving yourself a money makeover

Using less energy is a simple way to save on bills – if you’ve not already cut usage as much as possible

For many, alternative savings methods may not be viable, making cutting back an effective and straightforward strategy (unless you’re already at your minimum, in which case, keep reading).

Lowering the thermostat and donning sweaters, switching off lights upon leaving a room, taking shorter showers, opting for energy-efficient bulbs, and avoiding leaving electronics on standby can all contribute significantly.

For further insights, explore our top recommendations for saving energy or participate in ExEconomics Forum’s Energy Saving Hunt for additional advice.

Is it really cheaper to leave the heating on all day? We’ve busted some of the common energy-saving myths

According to experts at the Energy Saving Trust, the idea it’s cheaper to leave the heating on low all day is a myth. They’re clear that having the heating on only when you need it is, in the long run, the best way to save energy and therefore money. (A timer’s best, as your thermostat turns your heating on and off to keep your home at the temperature you set.)

For full info and answers to other energy-saving myths, see our full Energy mythbusting guide.

Make sure you only pay for the energy you use – do regular meter readings

Don’t place full trust in your energy provider’s estimates, as they often diverge significantly from reality. If they underestimate your usage, you’ll face a substantial bill when they receive your actual meter reading. Conversely, if they overestimate, they unfairly hold onto your money.

If your Direct Debit amount seems way off, take action by contacting them to adjust it. You have several rights ensuring accuracy. For detailed assistance, consult our Energy Direct Debits guide.

Smart meters offer a solution by automatically transmitting readings to your supplier, ensuring you’re billed accurately for your actual consumption. Find more insights in our Smart meters guide.

Pay by monthly Direct Debit if you can – it can be £100+/year cheaper

Paying by monthly Direct Debit can cut bills by about £100 each year on average, as companies are sure you won’t default and they earn interest on any overpayments. So if you can do this, go for it.

See our Energy Direct Debits guide for full help.

Do a money makeover – it could help offset the energy hikes

Check your bills NOW as you could save £100s on broadband, mobiles, fuel, food and more by systematically working through your finances to ensure you’ve the best deal on everything.

This could really help mitigate the pain of the energy price hikes, with many people saving £1,000s over the year. We’ve full help in our Money makeover guide.