Help from your supplier

If you're struggling to pay your gas and electricity costs or you're in debt to your energy provider, it's important to make contact with your provider as early as possible.

Visit Citizens Advice to find out how to contact your supplier.

If you're struggling to pay your gas and electricity costs or you're in debt to your energy provider, your supplier must work with you to agree a payment plan you can afford, including how often your agreed payments are. This includes reviewing a plan you have agreed before.

You can ask for:

  • a review of your payments and debt repayments
  • payment breaks or reductions
  • more time to pay
  • access to hardship funds
  • Priority Service registration, a free support service if you are in a vulnerable situation

Visit Ofgem for help if you’re struggling to afford your energy bills.

Priority Services Register

If you’re vulnerable, you can apply to be added to your electricity network Priority Services Register.

If you’re registered on the Priority Services Register, you can receive:

  • advance notice of planned power cuts; if you rely on your energy supply for medical reasons your network operator can tell you about planned power cuts, for example, when they plan engineering work
  • priority support in an emergency; network operators could provide heating and cooking facilities if you are cut off supply
  • identification and password scheme; this could include arranging a password or agreed on picture cards if callers need to visit or contact you, you can feel confident they are genuine
  • nominee scheme, you can nominate someone to receive communications and bills from your supplier, for example, a family member, carer or someone you trust
  • help with prepayment meter access, for example, moving a meter if you can’t safely get to it to top up
  • regular meter reading services, for example, if nobody can read your meter
  • accessible information such as account info and bills in large print or braille
  • other support services; ask your network operator or supplier for more information about how they can help you

Prepayment meters

If you need help with prepayment meter top-ups, your energy supplier must offer emergency support including emergency credit if your meter runs low or runs out and ‘friendly hours’ credit if top-up points are closed and your meter is low.

Find help and support for prepayment meters including:

Visit Ofgem for:

Grants to help pay off your energy debts

If you’re in debt to your energy supplier, you might be able to get a grant from a charitable trust to help pay it off.

The following energy companies offer grants and schemes that are open to anyone: you don't have to be a customer.

British Gas Energy Trust

There are also companies who offer grants specifically for their customers: