Introduction
Are you worried about your energy supply being disconnected? This comprehensive guide will help you understand your rights and the steps you can take to prevent disconnection. With practical advice on communicating with your supplier, knowing your rights, and exploring repayment options, you’ll be better equipped to handle this challenging situation. If you need further assistance, Contend’s highly trained AI legal experts are here to provide guidance and support, ensuring you have the easiest legal help in the UK. Don’t face this alone—discover your options today!
If you’ve fallen behind on your energy bills and haven’t made a payment in 28 days, your energy supplier might reach out to you about disconnecting your gas or electricity. However, getting disconnected is not common. Most suppliers will try to help you by offering to install a prepayment meter instead.
Talk to Your Supplier
If you’ve missed payments due to financial difficulties, such as those caused by the pandemic, it’s important to communicate with your supplier. Let them know about your situation—like if your income has been affected. They may be willing to work with you to prevent disconnection.
If your supplier decides to go ahead with disconnection, they are required to give you the opportunity to set up a payment plan. So, don’t hesitate to discuss your repayment options with them.
Know Your Rights
If you are of State Pension age, there are certain protections in place. Your supplier cannot disconnect you between October 1 and March 31 if you either live alone or only with others who are also of State Pension age or children under 18. You can check your State Pension age on the GOV.UK website.
Additionally, if someone in your household is disabled or has a long-term health condition, your supplier must offer you support before disconnection during the winter months. This could include helping you set up a payment plan.
Many suppliers have signed up to the ‘Energy UK Vulnerability Commitment,’ which means they won’t disconnect you during the winter if you live with children under 16. They also won’t disconnect you at any time if you are disabled, have long-term health issues, or severe financial difficulties.
What to Do If You Face Disconnection
If you receive a notice that your supply may be disconnected, contact your supplier immediately. They should assess your situation before proceeding. If you believe you shouldn’t be disconnected, make your case known to them. If they still choose to disconnect you, you can file a complaint.
Understanding the Disconnection Process
If you and your supplier cannot agree on a repayment plan, they may apply to a court for permission to disconnect your supply. They must notify you before taking this step. If you receive such a notice, it’s crucial to reach out to your supplier to try to resolve the issue before the court hearing.
If the court grants permission, your supplier must give you a written notice 7 days before disconnecting your supply. It’s worth noting that disconnections are rare; suppliers often prefer to install a prepayment meter instead.
For Smart Meter Users
If you have a smart meter, your supplier might be able to disconnect your supply remotely. However, they must first contact you to discuss repayment options and assess your personal situation. If they don’t follow this process, you should file a complaint.
Getting Reconnected
If your energy supply has been disconnected, contact your supplier to arrange for reconnection. You will need to settle your debt, pay a reconnection fee, and possibly cover administrative costs. If you find the charges unreasonable, seek advice from Contend’s legal expert chat.
Once you’ve paid what you owe, your supplier must reconnect you within 24 hours. If they fail to do so, they owe you £30 in compensation, which should be credited to your account within 10 working days.
If you’re unable to pay the full amount right away, ask your supplier if they can set up a repayment plan. They should still reconnect you within 24 hours if you reach an agreement.
Seeking Additional Help
If you’re struggling to manage your living costs or energy bills, there are resources available to assist you. You can find information about saving on bills, getting help with debts, and accessing food banks if you’re in need.
For further assistance, consider trying Contend’s legal expert chat. Their highly trained AI legal experts can provide support and guidance tailored to your situation.
Remember, you have rights and options available to you. Don’t hesitate to seek help if you find yourself in a tough situation.
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