Understanding Your Situation
When you’re struggling to pay your energy bills, recognising the problem early is the first and most important step. Common signs that you might be finding it difficult include falling behind on payments, receiving reminders or warning letters from your supplier, or needing to choose between paying for energy and other essentials like food or rent. You may also notice your prepayment meter running out more often, or feel anxious each time a new bill arrives.
It’s vital to act quickly if you’re experiencing any of these issues. Ignoring bills or hoping the problem will go away can lead to increased debt, late payment charges, and in extreme cases, the risk of your gas or electricity being disconnected. Energy companies in the UK are required by law to follow certain rules before disconnecting your supply, especially if you are considered vulnerable – for example, if you are elderly, disabled, or have young children at home. Under Ofgem regulations, suppliers must offer support and work with you to agree on a repayment plan you can afford.
There are many reasons why people struggle to pay their energy bills. These can include a sudden drop in income, rising energy prices, unexpected expenses, or personal circumstances such as illness or job loss. Sometimes, high usage during cold weather or living in a poorly insulated home can also contribute to higher bills.
You have rights as an energy consumer in the UK. Your supplier must treat you fairly, help you find ways to pay, and provide information about any financial support or grants that may be available. You are also entitled to receive clear, accurate bills and to challenge any charges you believe are incorrect.
Remember, you are not alone – many people face difficulties with energy costs at some point. Seeking help early can make a real difference. If you’re unsure where to start, or want to know more about your options, visit our Get Help with Your Energy Bills page for practical advice and information on the support available. Taking action now can help you stay in control and avoid further problems down the line.
Getting Help from Your Energy Supplier
If you’re struggling to pay your energy bills, your first step should be to contact your energy supplier as soon as possible. Energy companies in the UK are required by law to help you manage your payments and avoid disconnection, especially if you’re vulnerable or facing financial hardship.
How to Contact Your Supplier
Most suppliers offer several ways to get in touch, including phone, email, online chat, or through your online account. When you contact them, explain your situation clearly and provide details about your income, expenses, and any changes in your circumstances. The sooner you reach out, the more options you’ll have to avoid further debt or disruption to your supply.
Support Your Supplier Can Offer
Energy suppliers must work with you to find a solution that’s affordable. Some of the support they may offer includes:
Payment plans: You can arrange to pay off your debt in manageable instalments. Suppliers should base these on what you can afford, not just what you owe.
Payment breaks or reductions: If you’re in short-term difficulty, you might be able to pause or reduce your payments temporarily.
Debt advice: Many suppliers can refer you to free, independent debt advice services.
Reviewing your tariff: They might check if you’re on the best tariff for your needs.
Suppliers are also expected to follow the rules set out by Ofgem, the energy regulator, which require them to treat customers fairly and provide extra help to those in vulnerable situations.
If You Have a Prepayment Meter
If you use a prepayment meter and are struggling to keep it topped up, you have specific rights and options. Suppliers must offer emergency credit if you run out of money, and in some cases, they can provide additional support credit if you’re in a vulnerable situation or facing hardship. For more detailed advice, see If you can’t afford to top up your prepayment meter.
Your Rights Around Prepayment Meters
You have legal protections if your supplier wants to install a prepayment meter to recover debt. They must follow strict rules, including assessing your circumstances and considering whether a prepayment meter is safe and practical for you. If you believe a prepayment meter would put you at risk, you have the right to challenge the installation. Find out more about how to stop your energy supplier installing a prepayment meter.
Extra Support Schemes
Many energy suppliers offer additional support for customers in need. This can include hardship funds, grants to help pay off energy debt, or joining a Priority Services Register for extra help if you’re elderly, disabled, or have young children. To learn more about these options, visit Getting extra support from your energy supplier.
Tips for Communicating with Your Supplier
Be honest and clear: Share as much information as possible about your financial situation.
Keep records: Note the date, time, and details of any conversations, and keep copies of emails or letters.
Ask for details: If you’re offered a payment plan, make sure you understand the terms and what happens if your circumstances change.
Don’t ignore the problem: The earlier you speak to your supplier, the more options they can offer.
Remember, energy suppliers are legally required to help you find a solution. Reaching out for support is the best way to protect yourself and keep your energy supply running.
Government Schemes and Financial Support
If you’re struggling to pay your energy bills, there are several government schemes and financial support options available to help ease the pressure. Understanding what support you may be entitled to can make a real difference in managing your bills and staying on top of your payments.
Key Government Schemes
Warm Home Discount
The Warm Home Discount is a government scheme that offers a one-off discount on your electricity bill, typically applied between October and March. You may qualify if you receive the Guarantee Credit element of Pension Credit or are on a low income and meet your energy supplier’s criteria. Most major energy suppliers take part, and the scheme is regulated under the Electricity and Gas (Energy Company Obligation) Order 2014.
Energy Bills Support Scheme
The Energy Bills Support Scheme provides financial help to households across the UK to reduce energy costs, especially during periods of high prices. This scheme has included direct discounts on bills and targeted support for those on benefits or with low incomes. The scheme details and eligibility can change, so it’s worth checking the latest updates on the government’s official site.
Applying for Grants and Benefits
Besides these main schemes, you may be able to access additional grants and benefits to help pay your energy bills. Eligibility can depend on your income, whether you receive certain benefits, your age, or if you have a disability or long-term health condition. Application processes vary – some require you to contact your energy supplier, while others are managed by local authorities or charities.
For a detailed overview of available grants and step-by-step guidance on how to apply, visit Grants and Benefits to Help You Pay Your Energy Bills.
Eligibility Criteria
Each support scheme has its own eligibility rules. For example:
The Warm Home Discount is generally available to people on low incomes or certain benefits.
Other grants may be open to pensioners, people with disabilities, or families with young children.
Some schemes, such as the Energy Bills Support Scheme, are automatically applied, while others require you to apply directly.
It’s important to check the specific requirements for each scheme, as criteria and deadlines can change. The government regularly updates eligibility rules, so always refer to the latest information.
Check All Available Benefits
Many people miss out on support simply because they are unaware of what they can claim. Make sure you review all the options available to you – this includes checking if you qualify for help through your local council, charitable trusts, or additional government benefits. Reviewing your eligibility regularly is especially important if your circumstances change, such as losing your job or experiencing a drop in income.
Home Improvement Grants
Improving your home’s energy efficiency can help lower your bills in the long run. There are grants and schemes designed to help cover the cost of insulation, heating upgrades, and other energy-saving improvements. These not only reduce your ongoing energy costs but may also make your home more comfortable.
To find out what support is available and how to apply, see Home Improvement Grants.
For the most up-to-date information on government help with energy bills, including the Energy Bills Support Scheme and Warm Home Discount, always check the official GOV.UK website. Taking the time to explore these options can help you manage energy costs and avoid falling into debt.
Managing and Reducing Your Energy Use
Managing your energy use effectively is one of the best ways to reduce your bills and ease financial pressure if you’re struggling to pay. Even small changes in your daily habits can add up to significant savings over time, helping you stay on top of payments and avoid falling into debt.
Practical Tips to Reduce Your Energy Consumption
There are many simple steps you can take at home to lower your energy use:
Switch off appliances rather than leaving them on standby. Unplug chargers and turn off devices when they’re not in use.
Use energy-efficient bulbs such as LEDs in place of traditional light bulbs.
Only boil the water you need in the kettle and cover pots when cooking to save gas or electricity.
Wash clothes at lower temperatures and wait for a full load before running your washing machine.
Set your heating to a lower temperature and use timers or thermostats to avoid heating empty rooms.
Keep doors and windows closed to prevent heat escaping, and use draught excluders where possible.
For more detailed and practical advice on how to manage your energy use and reduce your bills, visit our Energy Management Tips page.
How Managing Energy Use Can Ease Financial Pressure
By cutting down on unnecessary energy use, you can make your bills more affordable and reduce the risk of falling behind on payments. This is especially important if you’re on a prepayment meter or have received a notice about possible disconnection. Remember, your energy supplier is required by law to offer support if you’re struggling to pay, but taking control of your consumption gives you more options and peace of mind.
Simple Changes That Make a Difference
Turn down your thermostat by just 1°C – this can cut your heating bill by up to 10%.
Take shorter showers to save on hot water costs.
Block draughts around doors and windows with inexpensive materials like draft excluders or rolled-up towels.
Use thick curtains at night to keep the heat in.
Defrost your freezer regularly to help it run more efficiently.
Budgeting and Monitoring Your Energy Use
Keeping track of how much energy you use is key to managing your budget. Many energy suppliers provide online tools or apps to help you monitor your usage. You can also take regular meter readings to avoid estimated bills and spot any unusual increases. Setting a weekly or monthly budget for energy can help you stay in control and identify areas where you can cut back.
If you’re unsure where to start or want to explore more ways to save, take a look at our Cut Your UK Energy Bills: Expert Tips, Grants & Support page for expert guidance and information about available support schemes.
Taking these steps not only helps you save money but also puts you in a stronger position when discussing payment plans or support with your energy supplier. If you need further help or tailored advice, don’t hesitate to seek support from organisations that specialise in energy and debt advice.
Advice and Support Services
If you’re struggling to pay your energy bills, it’s important to know you’re not alone – there are free, impartial advice services that can help you manage your situation. Seeking advice early can make a big difference, helping you avoid the stress and consequences of mounting debt or the risk of disconnection.
Where to Find Free, Impartial Advice
Organisations like Citizens Advice offer confidential, unbiased support if you’re behind on your energy bills. Their advisers can explain your rights, help you understand your options, and guide you through the process of dealing with your energy supplier. They can also check if you’re eligible for government schemes, grants, or other financial support.
How Advice Services Can Help
Specialist advisers can:
Help you work out a realistic repayment plan with your supplier, in line with rules set by Ofgem (the energy regulator).
Explain your legal protections – suppliers must offer payment plans and cannot disconnect you without following strict procedures, especially if you are vulnerable.
Support you in applying for hardship funds or grants from energy companies or charities.
Advise you on energy efficiency measures to help reduce future bills.
Liaise directly with your supplier if you find it difficult to negotiate on your own.
Role of Energy Charities and Community Services
In addition to Citizens Advice, many energy charities provide practical support and information. These organisations can offer guidance tailored to your circumstances, including help with fuel vouchers or accessing emergency funds. They may also provide advocacy if you need extra help due to age, disability, or health conditions.
Why Early Advice Matters
Getting help as soon as you start struggling is crucial. The sooner you reach out, the more options you’ll have to manage your bills and avoid your debt getting worse. Early support can prevent your account from being passed to debt collectors or your energy supply being cut off.
Support for Alternative Fuels and Heat Networks
If you use oil, LPG, or another alternative fuel, or if you get your heating through a heat network, there is also advice and support available. Learn more about help with bills if you use alternative fuels or find guidance if you are struggling to pay your heat network bills.
Remember, reaching out for advice is a positive first step towards regaining control of your energy bills and avoiding further financial difficulties. For detailed, up-to-date guidance, visit Citizens Advice.
Protecting Yourself and Your Home
When you’re struggling to pay your energy bills, it’s important to know your rights and the steps you can take to protect yourself and your household. Here’s what you need to be aware of if you’re worried about disconnection, prepayment meters, or the wellbeing of vulnerable people at home.
Your Rights Against Disconnection and Eviction
Energy suppliers in the UK must follow strict rules before they can disconnect your gas or electricity for unpaid bills. Under Ofgem regulations, suppliers are required to work with you to find a solution and must consider your circumstances, especially if you are vulnerable or have young children, elderly people, or those with health conditions living in your home.
Suppliers cannot disconnect your energy supply during the winter months (October to March) if you are of pensionable age and live alone, or only with other people of pensionable age or under 18. They are also expected to avoid disconnecting households where someone is disabled or seriously ill. If you are threatened with disconnection or eviction due to unpaid energy bills, contact your supplier immediately and explain your situation – they are required to offer payment plans or other support options.
Dealing with Disconnection or Prepayment Meters
If your supplier is threatening to disconnect your supply or install a prepayment meter without your agreement, you have rights. Suppliers must give you proper notice and should only install prepayment meters as a last resort, after considering your ability to pay and offering you support. If you feel pressured or if a prepayment meter is installed without your consent, you can make a complaint to your supplier and escalate it to the Energy Ombudsman if needed.
If you receive a large or unexpected bill – sometimes called a ‘back bill’ or ‘catch up bill’ – you should check whether you’re protected by Ofgem’s back billing rules. These rules limit how far back suppliers can charge you if they haven’t billed you correctly. For more information on your rights and steps to take, visit Ofgem.
Protecting Vulnerable Household Members
If you or anyone in your home is considered vulnerable – such as being elderly, disabled, seriously ill, or having young children – make sure your supplier knows. You can ask to be added to the Priority Services Register, which gives you extra support such as advance notice of power cuts, help with meter readings, and protection from disconnection. Always inform your supplier about your circumstances so they can take the necessary steps to safeguard your household.
Support for Other Essential Bills
If you’re struggling with more than just your energy bills, you may also need help with water charges or housing costs. There are legal protections and assistance programs available for these issues as well. For more information, see Help with Water Bills: Legal Advice & Assistance Programs if you are finding it hard to keep up with water payments. If rent or mortgage payments are a concern, visit our Housing Assistance page for guidance on your rights and available support.
Planning Ahead and Finding Long-Term Solutions
Facing energy debt can feel overwhelming, but planning ahead can make a real difference. Speak to your supplier as soon as possible – they are required by law to work with you to agree on a manageable payment plan. You can also seek independent advice to explore options like grants, energy efficiency improvements, or government schemes designed to help with energy costs.
Remember, acting early and understanding your legal rights can help you avoid the most serious consequences, such as disconnection or eviction. Take advantage of the support available to you, and don’t hesitate to ask for help if you’re struggling to make ends meet.
