Struggling to pay your energy bills?
Contact your supplier as soon as you can.
There are rules about how suppliers must deal with people in debt. You may also be able to get extra help with payments, prepayment meters and your energy supply.
Start With Your Supplier
If you cannot pay your bill, tell your supplier.
It is usually better to do this early.
Explain:
- how much you can afford
- whether your income has changed
- whether you have other important debts
- whether anyone in your home needs extra support
Then ask what help is available.
Do not agree to payments you know you cannot afford.
Ask for an Affordable Payment Plan
Your supplier should take your ability to pay into account.
So, if you owe money, ask for a payment plan you can manage.
The amount you can afford will depend on your circumstances.
Your supplier may look at your income, spending and other debts.
Be realistic.
A smaller payment that you can keep making is more useful than agreeing to a larger payment and falling behind again.
Check the Bill First
Before agreeing to repay a large debt, check that the amount is correct.
Look at:
- meter readings
- billing dates
- payments already made
- unit rates
- standing charges
- the period covered by the debt
Also check whether any of the debt is very old.
Back-billing rules may protect you from some charges for energy used more than 12 months ago.
Learn more: Bills and Back-Billing →
What Is a Prepayment Meter?
With a prepayment meter, you pay for energy before you use it.
You add credit to the meter. The cost of the energy you use is then taken from that credit.
Some smart meters can also work in prepayment mode.
A prepayment meter may also collect some existing energy debt.
This means part of the money you add can go towards the debt as well as your current energy use.
Can a Supplier Move You to Prepayment?
In some cases, a supplier may consider moving a customer in debt to prepayment.
However, it cannot simply ignore the customer’s circumstances.
There are rules suppliers must follow.
They must consider whether prepayment is safe and suitable for the household.
This is especially important if someone could be put at greater risk by losing access to gas or electricity.
Tell Your Supplier About Your Needs
Do not assume your supplier already knows about your circumstances.
Tell it if something could make prepayment difficult or unsafe.
For example, this may include problems linked to:
- age
- disability
- illness
- medical equipment
- mobility
- communication
- difficulty reaching or using the meter
Also tell your supplier if there are children or other people in the home whose needs should be considered.
Your circumstances can affect what action the supplier should take.
What Is Self-Disconnection?
If a prepayment meter runs out of credit, the energy supply may stop.
This is sometimes called self-disconnection.
There is also self-rationing.
This happens when someone cuts their energy use to an unsafe or harmful level because they cannot afford to top up enough.
For example, they may stop heating their home even though it is very cold.
If this is happening to you, tell your supplier.
Do not wait until the situation becomes worse.
Emergency Credit
Prepayment meters may provide emergency credit when your normal credit runs out.
Some customers may also be able to get further help when they cannot afford to top up.
The help available depends on the situation.
So, if you are running out of credit and cannot afford more, contact your supplier straight away.
Ask what support is available.
Priority Services Register
The Priority Services Register provides extra support for people who need it.
You may be able to join because of your age, health, disability or another situation that means you need extra help.
Support can vary depending on your needs.
So, tell your energy supplier what help would make it easier or safer for you to manage your energy supply.
Joining is free.
Check for Grants and Other Help
Your supplier is not the only possible source of help.
You may also qualify for:
- help with energy debt
- supplier grants
- government support
- help making your home warmer
- benefits or other financial support
Eligibility varies.
So, check what is available rather than assuming you will not qualify.
See: Help With Your Energy Bills →
What If You Cannot Afford to Top Up?
Act quickly.
Contact your supplier and say clearly:
“I cannot afford to top up my meter.”
Also explain if anyone in your home could be at risk without heating or electricity.
Ask about:
- emergency support
- additional credit
- debt repayment
- your payment method
- other help available
If you cannot get the help you need, seek independent energy or debt advice.
Should You Ignore Energy Debt?
No.
Ignoring it usually makes the problem harder to solve.
However, that does not mean you should agree to an unaffordable repayment plan.
Instead:
- Check the debt is correct.
- Contact your supplier.
- Explain your circumstances.
- Work out what you can afford.
- Ask about extra help.
- Keep records of what is agreed.
Then contact the supplier again if your circumstances change.
What If the Supplier Is Not Helping?
If you believe your supplier is treating you unfairly, tell it.
Be clear about the problem and what you want it to do.
If the problem is not fixed, make a formal complaint.
Keep copies of bills, emails and other evidence.
Also note the dates of phone calls and what was agreed.
If the complaint remains unresolved, you may be able to take it further.
Learn more: Complaints and the Energy Ombudsman →
Get Help Early
Energy debt can feel easier to ignore when money is tight.
But early action gives you more options.
So, start by checking the bill.
Then speak to your supplier.
Tell them if you cannot afford the proposed payments.
Also tell them if anyone in your home needs extra support.
Finally, check whether other help is available.
Key Points
- Check any large or unexpected bill carefully. Look at the meter readings, dates, tariff, payments and charges.
- Find out when the energy was used. This is important because back-billing rules may apply to some older charges.
- The 12-month rule may protect you. In some cases, you should not have to pay for energy used more than 12 months ago if you were not correctly billed for it at the time.
- Not every debt over 12 months old is covered. If you were correctly billed but did not pay, you may still owe the money.
- Your actions can affect whether the rules apply. For example, protection may not apply if you unreasonably stopped your supplier from billing you correctly.
- Check why a Direct Debit debt has built up. If your supplier set your payments too low, back-billing protection may be relevant.
- Ask your supplier to explain the bill. If you think the amount is wrong, ask what period it covers and how the charges were worked out.
- Keep good records. Save bills, meter readings, photographs, payment records and messages from your supplier.
- Challenge the decision if you think the rules have not been followed. You can make a formal complaint if the supplier does not put the problem right.
- Get help early if you cannot afford a correct bill. Contact your supplier and ask about payment options based on what you can afford.
Most importantly, do not assume that an unexpected bill is correct. Check the readings, dates and charges, then check whether the back-billing rules apply.
Important Information
Energility provides general information to help you understand energy, household and business costs, services and ways to save money. It is not financial, legal, tax, technical or professional advice.
Prices, tariffs, grants, government schemes, regulations and other information can change. Costs, savings and calculator results are estimates and your actual results may be different.
Before making an important financial decision, signing a contract or carrying out significant work, check the latest information and consider getting advice from a suitably qualified professional where needed.
Energility may receive a commission or other benefit from some links or services. Where this applies, we aim to make it clear. This does not increase the price you pay unless stated otherwise.
Energility
Learn. Compare. Save.