What to do if you think you need help with gas and electricity bills

On this page, you'll find answers to:

• What to do if you're having difficulty paying you nergy bills?

• Why might someone need help with energy debt?

• What should I do if my smart meter display isn't working?

• How can I make my home more energy efficient?

• What extra support is available for vulnerable energy customers?

Need help with bills?

If your energy bills have become too expensive to manage, there are steps you can take to reduce costs and get support.

The visual below explains what to do if you need help with gas and electricity bills, including where to find support through an energy bills support scheme and practical ways to save on electric bill.

For a full description of the image text you can click on 'continue reading'.

Contact your supplier as soon as you fall behind on payments. Tell them what you can realistically afford to pay and ask what support is available.

Suppliers must consider your circumstances and agree a reasonable way forward where possible.

• Agreeing on a repayment plan based on what you can realistically afford

• Checking whether you qualify for a supplier grant to reduce or clear your energy debt

• Offering emergency credit if you use a prepayment meter

You can also check the grants to help pay off your energy debts section on the Citizens Advice website to see whether your supplier offers extra financial support.

Use a low-cost or free phone number if contacting your supplier is difficult. This can help if you are also worried about paying for calls, mobile credit, or internet access.

Energy company complaints process

If you have a problem with your energy supply or are unhappy with the service you have received, you have the right to complain.

There is a clear process to follow when it comes to complaining about your energy supplier, all of which is outlined in our complaint process page (also available in easy read.)

Support if you can't afford to top up

Contact your supplier as soon as possible if you use a prepayment meter and are worried about the cost of topping up. They may be able to offer emergency credit to keep your gas or electricity supply on.

Some suppliers also offer friendly credit. This can help stop you running out of gas or electricity during times when it may be harder to top up, such as bank holidays and overnight.

You may also be able to get help through fuel/energy vouchers, which are payment codes that can be used to add credit to a prepayment meter. Ask your supplier or local support services whether energy vouchers are available and how to use them.

Speak to your supplier straight away if you are struggling to afford top-ups. Emergency credit and friendly credit usually need to be repaid in full before you can use them again. Your supplier may be able to review your repayment rate, offer extra support, or help you explore other options.

Switching to a prepay meter 

If you’re finding it difficult to pay your energy bills on time or manage your budget, you can ask your supplier about switching to a prepay meter. If you switch to a smart prepay meter, any extra government support you’re eligible for may be added automatically to your meter.

Energy suppliers cannot force you to switch to a prepay meter, or remotely switch you, unless they have taken all reasonable steps to agree a repayment plan with you. Switching someone to prepay should only happen as a last resort to avoid disconnection, and only where it is safe and practical to do so.

All suppliers have signed a new Code of Practice for installing prepay meters or remotely switching customers to prepay. The rules apply to both smart and traditional meters and are closely controlled by Ofgem.

Ofgem strengthened the rules around involuntary prepayment meters in 2023 to improve protection for customers, especially people in vulnerable circumstances. Under these rules, households should not have a prepayment meter installed or be switched to prepayment mode against their will. This includes, but is not limited to, households with children under two and households occupied only by adults aged over 75. To find out more, visit Ofgem's website.

If you think your supplier installed a prepay meter or switched your smart meter to prepay mode when they should not have, you may be entitled to compensation. Contact your energy supplier, explain your circumstances, and make a complaint.

For advice about making a complaint, you can contact Citizens Advice (England and Wales) and Advice Direct Scotland (Scotland).

Keep bills accurate

Submit regular meter readings to help keep your bills accurate. This helps make sure you are billed for the energy you have actually used.

Your bill should show whether your supplier has estimated your energy use, sometimes with an “E” next to the meter reading. If your bill is based on an estimate, you may be charged for more or less energy than you’ve actually used. This can make it hard to budget and lead to large, unexpected bills later on.

Ask your supplier about a smart meter if you want readings to be sent automatically. This can help reduce estimated bills and may give you access to tariffs that better suit your lifestyle.

If you rent, you may still be able to get a smart meter. If the energy bill is in your name, it is usually your choice whether to have one installed. However, it’s a good idea to let your landlord know before making the change.

Keep a closer eye on your energy use with a smart meter display

Check how much energy you are using and what it is costing. This can make it easier to manage your household budget.

Use the display to spot where energy use may be higher than expected. It can help you find practical ways to save money on your electric bill, such as turning appliances off at the wall instead of leaving them on standby.

You do not need to check your smart meter display constantly. Some people prefer to keep it nearby so they can monitor their usage regularly, while others leave it out of sight and check it occasionally to stay aware of their energy costs.

To find out more about the smart meter display (or IHD), please see our guide to the IHD, or watch our  instructional IHD videos. You can also visit Citizens Advice for written user guides for different smart meter displays.

Contact your energy supplier first if the display is not working. Suppliers are required to maintain smart meter display equipment for the first 12 months after installation.

After the first year, support can vary by supplier. In February 2024, the Department for Energy Security and Net Zero introduced voluntary principles for replacing smart meter displays. These principles aim to make it easier for consumers to access a replacement after the 12-month obligation period has passed.

Ask your supplier whether they follow the voluntary replacement principles if your display is missing, broken, or no longer accurate. You can also check the government’s website for the latest list of participating suppliers.

Smart prepay meters

If you’re on a prepay meter, you can get a smart meter too. With a smart prepay meter, you can use your smart meter display to see when your credit is running low and when you need to top up. You can add credit online, on your phone, as well as in a shop.

Another benefit is that some support energy costs can be added automatically to your meter. This means you may not need to wait for energy vouchers to add credit.

Some homes cannot get a smart meter yet, but may be able to have one installed before the end of the rollout. See our page on smart meter eligibility for more information or contact your energy supplier to check whether you can get one and how soon it could be installed.

Making your home more energy efficient can help you use less energy to stay warm, safe and comfortable. This could help lower your gas and electricity bills, especially during colder months.

You should still use the energy you need to keep your home warm and protect your health. But small changes, such as reducing draughts, improving insulation, using heating controls effectively and switching off appliances you are not using, can help reduce wasted energy.

Summer can be a good time to make energy efficiency improvements, before temperatures drop and heating costs rise in winter. Preparing early can make your home easier and cheaper to heat when the weather gets colder.

Here are some organisations that provide information and guidance on how to make your home more energy efficient:

Organisations that can help with home energy efficiency

The Priority Services Register is for people with a disability, a long-term health condition, or anyone who relies on energy for medical equipment or support at home.

The PSR is free and voluntary. It helps energy suppliers identify customers who may need extra support.

Support through the PSR may include:

• Advanced notice of planned power cuts

• Priority support during unexpected power cuts

• Bills and account information in accessible formats, such as large print or braille

• Extra support if your energy is interrupted

Check whether you qualify by calling 0800 169 9970 or follow Ofgem's instructions for the ‘Priority Services Register’. You can also contact your energy supplier directly.

Help with stress and anxiety around rising energy bills

Worrying about rising energy bills can be stressful, especially if you are already struggling to cover essentials. If money worries are affecting your mental health, it can help to speak to someone you trust or contact an organisation that offers confidential support. You may also want to speak to your energy supplier if you are struggling to pay energy bills, as they may be able to offer help with payment plans, debt support, or other options.

If you need mental health support, the organisations below may be able to help with confidential advice, guidance and someone to talk to:

If you are worried about energy costs, it can be difficult to know where to get help that you can trust. These organisations may be able to help you:

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