What to Do If You Cannot Afford Your Energy Bills
If you are worried about paying your energy bills, you are not alone, and help exists. The most important step is to act early. Falling behind quietly makes problems harder to fix. Here is a practical order of action.
1. Contact your supplier first
Energy suppliers are required by Ofgem to treat customers in payment difficulty fairly. If you tell them you are struggling, they should look at your circumstances and offer support. This can include affordable repayment plans, reviewing your direct debit, a payment break in some circumstances, and advice on reducing usage. Have your account number, latest readings and an outline of your income and outgoings ready.
2. Do not ignore letters and calls
Suppliers should not go straight to enforcement. There are rules about warning notices and what they can do. If you are in a vulnerable situation, for example you have a health condition, are of pensionable age or have young children, they have additional duties. Ofgem has set out that suppliers must not force-install prepayment meters in particular vulnerable circumstances. Tell your supplier about any such circumstance.
3. Check what you are entitled to
- The Warm Home Discount gives eligible households a one-off discount on their electricity bill.
- Check whether you receive all the benefits you are entitled to. Free, independent benefit calculators are available on GOV.UK and from Citizens Advice.
- Ask whether you are eligible for any local council or charitable hardship funds. Availability varies by area.
- Register with the Priority Services Register if you qualify.
4. Get free, independent advice
Citizens Advice and MoneyHelper offer free, impartial advice on energy and debt. Charities such as StepChange and National Debtline help people deal with arrears. Be cautious of anyone who charges fees for help you can get free of charge.
5. Review your tariff and payment method
Compare tariffs and check whether you could save by switching. Our guides on switching supplier and fixed and variable tariffs explain the process. Make sure your direct debit reflects your actual usage and that you are not paying far more than needed.
6. Cut usage where you can
Small changes add up. Our low-cost energy saving guide covers practical steps. Free advice on energy efficiency is available from government-backed services such as Simple Energy Advice. Never cut back on heating so far that it risks your health, especially if you are older or have a medical condition, and talk to your GP or local support services if you are worried about keeping warm.
7. If you disagree with your supplier
If you cannot agree a solution, you can make a formal complaint. If it is not resolved within the set time, the Energy Ombudsman can investigate for free and its decisions are binding on the supplier if you accept them.
You are not at fault
Energy costs have been volatile in recent years, and many households have been affected. Asking for help is sensible and common. The earlier you do it, the more options are open to you.