Introduction to Extra Support from Your Energy Supplier
Many people across the UK find it difficult to keep up with their gas and electricity bills, especially when circumstances change unexpectedly – such as losing a job, dealing with illness, or facing rising energy costs. If you’re struggling to pay, you’re not alone, and there are specific forms of extra support available from your energy supplier.
Energy suppliers in the UK are required by law to offer help to customers who have trouble paying their energy bills. This includes protections under the Energy Supply Licence Conditions, which set out obligations for suppliers to treat customers fairly, especially those in vulnerable situations. Suppliers must take your circumstances into account and work with you to find a suitable solution.
The types of support you might be able to access include:
Payment plans: Your supplier can help you set up an affordable payment plan based on your financial situation. This could mean spreading your payments over a longer period or adjusting how much you pay each month.
Grants and hardship funds: Some energy companies offer grants to help clear energy debts. These are usually aimed at customers who are struggling the most and may require you to provide information about your income and outgoings.
Discount schemes: You might be eligible for government-backed discounts, such as the Warm Home Discount, which gives a one-off reduction on your electricity bill if you meet certain criteria.
Emergency credit: If you use a prepayment meter and can’t afford to top up, your supplier may provide emergency credit to keep your supply running.
It’s important to contact your energy supplier as soon as you realise you’re having difficulty paying your bills. The earlier you reach out, the more options you’ll have, and the easier it will be to avoid further problems like disconnection or additional charges. Your supplier is required to listen to your situation and offer solutions tailored to your needs.
For a broader overview of the help available and your rights as an energy customer, see Get help with your energy bills. This can guide you through the different types of support and how to access them, ensuring you get the assistance you need to manage your energy costs effectively.
Types of Extra Support Available from Energy Suppliers
When you’re struggling to pay your gas or electricity bills, energy suppliers in the UK are required to offer a range of extra support options. These measures are designed to help you manage your payments, reduce your energy costs, and protect your wellbeing – especially if you’re in a vulnerable situation. Here’s what you can expect:
Payment Plans to Spread Costs
If you’re finding it difficult to pay your bills in full, your supplier must work with you to agree on a suitable payment plan. This could involve spreading your outstanding balance over a longer period, making smaller, more manageable payments each week or month. Under Ofgem rules, suppliers must consider your ability to pay and take your circumstances into account when setting up a plan. You can also ask to pay for your current use plus an affordable amount towards any debt.
Discounts and Rebates
Many suppliers offer discounts or rebates to eligible customers. For example, the Warm Home Discount provides a one-off discount on your electricity bill if you’re on a low income or receive certain benefits. Some suppliers also run their own schemes for vulnerable customers, offering seasonal rebates or loyalty discounts. It’s important to check with your supplier what’s available and whether you qualify.
Grants and One-Off Payments
If you’re facing severe financial hardship, you may be able to apply for a grant or one-off payment to help clear energy debt. Some energy companies have charitable trusts or hardship funds specifically for this purpose. Grants can help pay off outstanding balances or cover the cost of energy-efficient appliances. For more details on what’s available and how to apply, see Grants and benefits to help you pay your energy bills.
Tailored Support for Vulnerable Customers
Suppliers must provide extra help to customers who are elderly, disabled, have long-term health conditions, or face other vulnerabilities. This can include priority services such as accessible billing, advance notice of power cuts, or free gas safety checks. If you’re in a vulnerable situation, ask your supplier about registering for their Priority Services Register to access these tailored support measures.
Advice on Reducing Your Bills
Alongside financial support, energy suppliers are expected to offer practical advice to help you cut your energy use and lower your bills. This might include guidance on using energy more efficiently, information about insulation or heating upgrades, or signposting to further support. For more ways to manage your energy costs and find additional support, visit Cut your UK energy bills: expert tips, grants & support.
If you’re struggling to pay your energy bills, remember that you have legal rights and your supplier has a duty to help. Don’t hesitate to contact them early to discuss your options and get the support you need.
How to Apply for Extra Support from Your Energy Supplier
Applying for extra support from your energy supplier can feel daunting, but taking the right steps can make the process much smoother. Here’s a clear guide to help you get started and ensure you receive the help you’re entitled to.
1. Contact Your Energy Supplier
The first step is to reach out to your energy supplier as soon as you realise you’re having trouble paying your gas or electricity bills. Most suppliers have dedicated teams trained to help customers facing financial difficulties. You can usually contact them by phone, email, or through their website.
When you get in touch, let them know you are struggling to pay your bills and would like to discuss what support is available. Under Ofgem rules, suppliers must offer help to customers in financial hardship, which can include payment plans, grants, or other assistance.
2. Gather Relevant Documents
To assess your situation, your supplier may ask for certain information or documents. Having these ready can speed up the process:
Recent energy bills
Proof of income (such as payslips or benefit statements)
Details of any benefits you receive
Evidence of your financial situation (like a budget or list of expenses)
Any letters or notices about arrears
Supplying clear and up-to-date information will help your supplier understand your circumstances and recommend the most suitable support.
3. Explain Your Situation Clearly
Be open and honest about your financial difficulties. Explain why you’re struggling to pay and mention any changes in your circumstances, such as loss of income, illness, or increased living costs. Ask your supplier to outline all the support options they offer, such as:
Affordable repayment plans
Payment breaks or reductions
Access to hardship funds or grants
Advice on reducing your energy usage
Don’t hesitate to ask questions or request written details of the support available. If you’re unsure what to say, it can help to make notes beforehand or write down key points you want to cover.
For more detailed advice on managing payments, see struggling to pay your energy bills.
4. Keep Records of All Communications
Always keep a record of your conversations and correspondence with your supplier. Note down the date and time of calls, the name of the person you spoke to, and what was discussed or agreed. Save copies of any emails or letters you send or receive.
Having a clear record can be very useful if there are any disputes or if you need to escalate your case later on.
5. If Your Supplier Doesn’t Offer Enough Help
If you feel your supplier isn’t providing adequate support, remind them of their obligations under Ofgem’s rules to help customers in financial difficulty. You can ask to speak to a supervisor or submit a formal complaint if necessary.
If you’re still not satisfied, you may want to explore other options, such as switching if you owe money to your energy supplier. This can sometimes lead to better service or more suitable payment arrangements, even if you have an outstanding balance.
Remember, you have rights as an energy customer, and there are rules in place to ensure you get fair treatment. If you need further support, consider reaching out to a local advice service or charity for help with your application.
Taking these steps can help you access the extra support you need and manage your energy costs more effectively.
Your Rights When Getting Extra Support from Your Energy Supplier
When you need extra financial support from your energy supplier, it’s important to know your rights and what your supplier is legally required to do. Understanding these protections can help you feel more confident when dealing with your energy company and ensure you get the help you need.
What Must Energy Suppliers Do by Law?
Energy suppliers in the UK are required by law to offer assistance to customers who are struggling to pay their gas or electricity bills. Under the Energy Act 2013, Section 1, suppliers must treat customers fairly and take reasonable steps to help those in financial difficulty. This includes offering payment plans, providing information about financial help, and making sure you’re on the best available tariff for your needs.
Ofgem, the energy regulator, sets out rules that energy suppliers must follow. These rules mean your supplier should listen to your circumstances and work with you to find a suitable solution, rather than taking immediate action like cutting off your supply. You can find more about supplier obligations on the Ofgem website.
Protection Against Disconnection and Unfair Treatment
If you’re receiving extra support, your energy supplier cannot disconnect your supply during the winter months if you are of pensionable age and live alone (or only with others of pensionable age or under 18). Suppliers must also avoid disconnecting households with young children or those with certain health conditions.
You have the right to be treated fairly and with respect. Suppliers must not pressure you into accepting solutions that aren’t suitable, and they should always consider your ability to pay before taking further action.
Your Rights Around Prepayment Meters
If you’re struggling with energy bills, your supplier might suggest installing a prepayment meter. However, you have rights regarding how and when this can happen. Suppliers must follow strict rules before installing a prepayment meter, especially if it would put you or your household at risk.
If you’re worried about a prepayment meter being installed against your wishes, learn how to stop your energy supplier installing a prepayment meter.
If you already have a prepayment meter and can’t afford to top it up, you’re not alone. There are steps you can take to get help – find out more in our guide: If you can’t afford to top up your prepayment meter.
What to Do If Your Supplier Doesn’t Help
If you feel your energy supplier isn’t meeting its obligations – such as refusing to offer a payment plan, threatening disconnection unfairly, or not treating you respectfully – you have the right to complain. Start by contacting your supplier and explaining the problem. If the issue isn’t resolved, you can escalate your complaint through the supplier’s formal complaints process.
If you’re still not satisfied after following their complaints process, you can take your complaint to the Energy Ombudsman, who can review your case independently.
Knowing your rights can make a big difference when you need support from your energy supplier. For more information about your protections and what your supplier must do, visit Ofgem or review the Energy Act 2013, Section 1.
Additional Support and Resources
Additional Support and Resources
If you’re finding it difficult to pay your energy bills, there are several other forms of support and resources available beyond what your energy supplier can offer. Exploring these options can help you manage your costs and find longer-term solutions to make your home more energy efficient.
Financial Support Through Benefits
You may be able to claim extra financial help through benefits such as Universal Credit](https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/grants-and-benefits-to-help-you-pay-your-energy-bills/) if you’re on a low income, out of work, or have certain disabilities. Universal Credit is a government benefit designed to help with living costs, including energy bills. To understand your eligibility and how to apply, see our detailed guide on [Universal Credit.
Housing Assistance
If you’re struggling with the overall cost of running your home, including rent and utilities, you might be entitled to housing assistance. This can include Housing Benefit or support through your local council, which can make it easier to manage your household expenses. Find out more about the different types of help available and how to apply in our Housing assistance section.
Home Improvement Grants and Energy Efficiency
Making your home more energy efficient can significantly reduce your energy bills over time. There are a range of home improvement grants available in the UK to help cover the cost of insulation, heating upgrades, and other improvements. The Energy Company Obligation (ECO) scheme is one example, offering support for home energy-saving improvements. These grants often have specific eligibility criteria, so check the details carefully or contact your local council for advice.
Managing Your Heating Efficiently
Simple changes to how you heat your home can help lower your bills. Many people wonder whether it’s better to leave the heating on all the time or only use it when needed. For practical tips and a breakdown of what’s most cost-effective, read our guide: Is it cheaper to have heating on all the time?
Support for Alternative Fuels
If your home isn’t connected to the mains gas or electricity network and you rely on fuels such as oil, LPG, or solid fuels, you may need different types of support. There are specific schemes and grants designed for people in this situation. Find out more about your options in our help with bills if you use alternative fuels section.
Help with Heat Network Bills
If you get your heating and hot water through a communal or district heat network, you might face different billing arrangements and support schemes. If you’re struggling to pay your heat network bills, there is guidance and assistance available to help you manage these costs and understand your rights.
Further Information
For a comprehensive overview of the grants and benefits available to help pay your energy bills – including the Warm Home Discount, Winter Fuel Payment, and Cold Weather Payment – visit Grants and benefits to help you pay your energy bills – Citizens Advice.
Exploring these additional resources can make a real difference in managing your energy costs. If you’re unsure where to start, consider contacting your local council or an advice service for tailored support.
