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What to do if you think you need help with energy bills

As the cost of living has increased, more of us are worried about being able to pay our energy bills. And if you’re on a tight budget, you may already be struggling.

If you can’t afford the energy you need or are already in debt with your energy supplier, there is help available. Continue reading to find out more about where you can get support and help with energy debt. 

This information was last checked on 1st May 2024 and was correct at that time. Things could have changed since then, so please visit the links provided for the most up-to-date information.

This guide has been developed with support from National Energy Action and Energy Action Scotland - national charities helping people to stay warm and healthy in their homes.

Why might someone need help with energy bills?

Apart from increased energy prices, there are many other reasons why people can struggle to pay their energy bills.

These include:

  • being on a low income
  • rising costs for rent, mortgage payments, food and other everyday essentials
  • having a home that isn’t well insulated
  • having heating or other appliances that are old and expensive to run
  • energy bills that are based on estimates, not how much energy has actually been used
  • having difficulties with budgeting
  • personal circumstances that have recently changed, perhaps because of illness, job loss, or losing a loved one.

If you can’t afford the energy you need or are in debt with your energy supplier, there is help available. 

What to do if you need help with energy bills?

Check if you are eligible for any government grants or schemes

If you are struggling to pay your gas or electricity bills, you might be able to get help from certain schemes or grants offered by governments or energy suppliers.

Click on the grants and schemes button below for more information.

Grants and schemes

Contact your energy supplier

If you are in debt to your energy supplier and struggling to get on top of it, then speak to your supplier as soon as possible. If they know there is a problem, they are required to work with you to find a solution, including if you are on a prepay meter.

Possible solutions could involve:

  • setting up a payment plan you can realistically afford, to pay off the debt
  • getting a grant from your supplier to help pay if off
  • getting emergency credit

Check the section grants to help pay off your energy debts on the Citizens Advice website to see if your supplier can help.

What's the best number to use to call your energy supplier?

If you’re struggling with energy bills, you may also be struggling to pay your phone bill, top up your phone’s credit or pay for the internet. To keep the costs of phoning your energy supplier down, we have put together a list of low-cost or freephone contact numbers and textphone lines for some energy suppliers. 

Free energy supplier contact numbers

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.

1. Contact your energy supplier

If you have a problem with your energy supply, you should contact your energy supplier straight away as they will be best placed to fix the issue or offer advice.

You can find their contact details on their website or on a recent letter or bill. You should explain to your supplier what the issue is.

When contacting your energy supplier, you will need your account number and any case reference numbers you have. This will make it quicker and easier for them to help you. You should also keep a record of your conversation with them and note down:

  • the date and time
  • the person you spoke to
  • the problem you talked about.

2. Complain to your energy supplier

If you are unsatisfied with the response from your energy supplier, you can complain.

Energy suppliers have formal complaints procedures, and you can find the details on their website, or they can explain the procedure to you over the phone.

You will need to explain the problem, when it started, and how you’d like your supplier to resolve it. Try to keep a record of any letters, emails and phone calls you send and receive, and make a note of the first date you contacted them in case you need it later.

Energy suppliers must try to fix any problems you’ve reported within eight weeks. You should receive a ‘decision letter’ or ‘letter of deadlock’ which explains how they’ll deal with your complaint. If you receive a letter of deadlock it means that your energy supplier believes there is no more they can do.

The Citizens Advice consumer helpline can provide support and advice, and they also have a template letter you can use to write your complaint to your energy supplier.

3. Complain about your energy supplier to the Energy Ombudsman

If you need to take your complaint further, you can complain to the Energy Ombudsman if you:

  • have a letter of deadlock and aren’t happy with the decision
  • didn’t get a decision letter or letter of deadlock within 8 weeks

The Energy Ombudsman is a free and impartial service. They will look into both sides of the case and make a decision. They can:

  • get the supplier to look at the complaint again;
  • decide the supplier made the right decision;
  • or force the supplier to provide a response to your complaint.

In some instances, they may also tell the supplier to provide financial compensation.

You should contact the Energy Ombudsman as soon as you can, and it must be within 12 months of your energy supplier sending you their decision.

4. Support with your complaint

If you live in England and Wales, the Citizens Advice consumer helpline can provide support and advice to help you with your complaint.

If you live in Scotland, you can get energy advice and information from Energy Advice Scotland.

Support if you can't afford to top up

If you use a prepay meter and are worried about topping up, you might be able to access emergency credit which is applied automatically. Contact your supplier to find out how you access emergency credit on your meter.

Some suppliers also offer friendly credit which is to help stop people running out of gas and electric during certain periods such as bank holidays and overnight.

Both forms of credit usually need to be repaid in full before you can access it again but if you are struggling it is important to speak to your supplier as soon as you can as they may have other help available.

Switching to a prepay meter 

If you are finding it difficult to pay your energy bills on time and manage your budget, you can ask to switch to a prepay meter. If you switch to a smart prepay meter, any extra government support can 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 repayments with you. It should be a last resort, to avoid disconnecting you. There are also rules stopping suppliers from forcing people in vulnerable situations to have a prepay meter. 

Involuntary installation of prepay meters

All suppliers have now signed up to a new Code of Practice around installing prepay meters or remotely switching you to prepay - for more information, read Ofgem's guide to the Code of Practice.

The rules around how and why customers can be switched from credit to prepay are the same for both smart and traditional meters, and they are very carefully controlled by Ofgem. This switch should only occur as a last resort, and where it is safe to do so.

In September 2023, Ofgem published new strengthened rules for energy suppliers in relation to involuntary prepayment meters to ensure that customers are protected, especially those in vulnerable circumstances. This includes which households should never have PPM forced on them.

The expanded ‘do not install’ categories now include households with children under two and households only occupied by adults aged over 75. The changes came into effect from 8th November 2023. To find out more, please visit Ofgem’s website.

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

You should contact your energy supplier to 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).

Take, regular meter readings, or get a smart meter

To keep your energy bills accurate, take regular meter readings and submit them to your energy supplier.

Your bill will show if your supplier has estimated the amount of energy you have used, sometimes with an “E” marked against the meter reading. You then have to pay that amount – even if you have used less. Estimated readings can lead to large, unexpected bills so you should regularly submit accurate readings.

You can also ask your energy supplier if you can have a smart meter installed. Smart meters record how much electricity or gas you use – just like your existing meters. They automatically send readings to your energy supplier, so you get bills based on how much energy you used – not an estimate. Smart meters will also open opportunities for more flexible tariffs to suit your lifestyle.

If you rent, you may still be able to get a smart meter. If your energy bill is in your name, it's your choice to have a smart meter installed. It is recommended that you let your landlord know before you make the change. 

Keep a closer eye on your energy use

With a smart meter, you can also see how much energy you’re using, on a smart meter display, which is sometimes called an in-home display, or IHD. It comes with the smart meter and can help you keep a closer eye on how much energy you’re using, and how much it’s costing you. This could help take some of the guesswork out of balancing your budget.

Smart meters can help you save energy, but it’s not automatic. Many people have said they find the smart meter display useful. It allows you to have more information about your energy usage. This could help you work out how to save energy and money around the home. For example, by switching the TV off at the wall.

Other people prefer to leave the smart meter display out of sight, and just check it occasionally so they know how much their energy costs have been.

Kitchen Geo Prepay Disclaimer 1

The image to the right shows how a typical smart meter display looks.

There is also an accessible version of the in-home display called an accessible smart meter display. These are available from some suppliers. They have larger buttons and can read information out loud.
An accessible smart meter display could be helpful if you:

  • are blind or partially sighted
  • have difficulties using your hands or wrists, or
  • have difficulties with memory loss

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

What happens if my smart meter display isn't working?

Smart meter displays play an essential role in ensuring households benefit from smart meters. They provide near real-time information about energy consumption in pounds and pence, so consumers can easily understand how to use less and save money on their bills.

Energy suppliers are obligated under their Licence Conditions to maintain smart meter display equipment for the first 12 months following an installation. Some suppliers already offer smart meter display support beyond the 12-month obligation period, however some consumers that require replacement IHDs are not always able to get them.

That’s why in February 2024, the Department for Energy Security and Net Zero announced new ‘voluntary principles’ for smart meter display replacement. These voluntary principles will try to ensure that consumers can access a replacement after the 12-month obligation period has passed.

Currently, nine domestic energy suppliers have signed up to the principles, covering 60% of the market. You can find out more about the principles and which suppliers have signed up on the government’s website.

Smart prepay meters

If you’re on a prepay meter, you can get a smart meter too. With a smart prepay meter you can check on the smart meter display when it’s time to top up. Then you can top up online or on your phone, as well as in a shop.

Also, it means extra support with your energy costs can be automatically added to your meter instead of getting vouchers you have to take to a shop.

Some homes can’t get a smart meter yet but will be able to get one before the end of the rollout. Please see our page on smart meter eligibility for more information. Your energy supplier can tell you if you can have one. They might also be able to tell you how soon you can get one installed.

Make your home more energy efficient

It’s important that you use the energy you need to keep warm, safe and healthy at home. By making a few simple changes around the home, you could help cut the amount of energy you need to keep warm. That could mean lower bills.

The summer, when it’s warmer, is a great time to make changes to your home. That way, you’re more prepared for winter.

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

England and Wales Scotland only Wales only
For ideas of home improvements that could make your property cheaper to heat and keep warm, visit the government's website.

Energy Saving Trust

Get expert tips on ways to save energy in your home.

National Energy Action’s Warm and Safe Homes Advice Service (WASH)

Free advice on your energy bills and keeping warm in your home. NEA can also help you work out if you’re getting all the benefits you are entitled to.

Speak to an adviser for free on: 0800 304 7159

For opening hours, visit the NEA website.

Visit the WASH webchat. (Opening times may vary.)

Home Energy Scotland

Advice on finding funding to make your home warmer and other tips to reduce your energy bills, and lower your carbon footprint.

Freephone: 0808 808 2282

The Nest Scheme

Free, impartial energy saving advice and, if you are eligible, a package of free home energy efficiency improvements such as a new boiler, central heating, insulation or solar panels.

Freephone: 0808 808 22 44

Care & Repair Cymru

Care and Repair helps older people live in safety and comfort in their own homes

Call your local Care & Repair: 0300 111 3333

Warm Wales

Free advice and support to ensure people across Wales have warm and safe homes.

 

Extra help for energy customers - sign up to the Priority Services Register (PSR)

If you have a disability or rely on energy to help with a health condition, it may be a good idea to add yourself to the Priority Services Register (PSR). The PSR is a free and voluntary system that means the most vulnerable customers get the right support from energy suppliers.

That might include advance notice of any planned service interruptions, or priority in a power cut. Once you’re on the PSR, you may also be able to request large-format or braille bills to make things easier.

To find out if you qualify for support call 0800 169 9970 or search online for ‘Priority Services Register’. You can also contact your energy supplier to find out more. Check your energy bill for your supplier’s contact information.  

Help with stress and anxiety around rising energy bills

The rise in the cost of energy bills and of other daily essentials has caused stress and anxiety for many of us – particularly for people who were already struggling to make ends meet.

If you are stressed or anxious about bills, or it’s affecting other aspects of your mental health, there are organisations you can talk to for confidential support and advice:

Country & Organisation How can they help? Contact details
Samaritans

Samaritans give people ways to cope and the skills to be there for others. They encourage, promote and celebrate those moments of connection between people that can save lives.

Call: 116 123
Always open
Visit: Samaritans

Mind
(England and Wales only)

Mind offer help on mental health problems. As well as where to get help near you, treatment options and advocacy services.

Call: 0300 123 3393
Open 9am-6pm weekdays
Visit: Mind

Campaign against living miserably (CALM) CALM run a free, confidential and anonymous helpline as well as a webchat service, offering help, advice and information to anyone who is struggling or in crisis.

Call: 0800 585858
Open 5pm-midnight
Visit: CALM

The Mix Support service for young people under 25. The Mix have everything you need to know about mental health, from anxiety and depression to self care and counselling.

Call: 0808 808 4994
Open 4pm-11pm
Visit: The Mix

Mental Health and Money
Advice
The Mental Health and Money Advice service help and
support people understand, manage and improve their
money and mental health issues

Visit: Mental Health and Money Advice

Change
Mental Health
(Scotland only)
Change Mental Health provides 50 years' experience in unique support to people with severe and enduring mental ill health. Visit: Change Mental Health
Scotland Association Mental Health (SAMH)
(Scotland only)

For almost a centure, SAMH has been Scotland's mental health charity. They're there for people, where and when they need us.

Call: 0344 800 0550
Open 9am-6pm weekdays
Visit: SAMH

C.A.L.L
(Wales only)
 C.A.L.L. offer emotional support, as well as information and free literature on a range of symptoms, mental health problems and the services provided by particular agencies.

Call: 0800 132 737
Always open
Visit: C.A.L.L.

More sources of support and advice

If you are struggling with debt, it can be difficult to know where to get help that you can trust. These organisations may be able to help you:

Country & Organisation How can they help? Contact details
PayPlan PayPlan offer free debt advice for anyone who needs it.

Please call 0800 280 2816

Visit: PayPlan

 

StepChange Debt Charity

The StepChange Debt Charity provides free independent debt advice.

Please call 0800 138 1111 for advice.

Visit: StepChange

National Debtline The National Debtline can offer free independent debt advice.

Please call 0808 808 4000

Visit: National Debtline

MoneyHelper

Free impartial money advice to help improve your finances. Provided by HM Government and the Money and Pensions Service.

Please call 0800 138 7777 for more information.


Visit: MoneyHelper

Citizens Advice Debt Helpline The Citizens Advice Debt Helpline offers free advice for all types of debt and money guidance.

Call 0800 240 4420 for more information. If you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 113

Visit: Citizens Advice

Turn2Us Turn2Us help people in financial need to identify local benefit advisors and grant support.

You can call 0808 802 2000 to identify support in your area.

Visit: Turn2Us

EnergyAdvice.Scot (Scotland only) EnergyAdvice.Scot provides help and assistance if you are having difficulties with bills.

Call 0808 196 8660

Visit: EnergyAdvice.Scot

Advicelink Cymru (Wales only)

Free and confidential advice about support and money you may be entitled to.

Call: 0808 250 5700
Open 9am–5pm Monday to Friday

Visit: Advicelink Cymru

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NEA charity information:
NEA is an independent charity Registration No. 290511. Registered in England No. 1853927

EAS charity information:
Company limited by guarantee. Registered in Scotland No. 101660. Charity No. SC009280

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