We’re here for you if you need energy support
If you’re struggling to pay your energy bills, unable to top up your prepayment meter or not sure what energy support is available, we’ve got advice that can help.
Help if you’re behind with your energy bills
Get more information on the support available if you’re behind on your energy bills.
If you can’t afford to top up your prepayment meter
If you can’t afford to top up your prepayment meter, you might be able to get a fuel voucher.
Your local council might be able to help you get a fuel voucher - find your local council on GOV.UK. If you’re still not sure if you can get a voucher, get help from an adviser.
If you’ve run out of gas or electricity, your energy supplier should give you temporary credit if you’re having problems topping up.
Your supplier might add the temporary credit to your meter automatically - if they don’t, you should ask for it as soon as you can. If you run out of temporary credit, explain the situation to your supplier. They might be able to give you more.
It might not be safe and practical for you to be on prepayment if you:
are pregnant
have children under 2 years old living in your home
are disabled or have a health condition
can’t afford to top up and live with children aged between 2 and 5 years old
If it isn’t safe and practical for you to be on prepayment, your supplier should move you to paying by credit, this means you pay for your energy after you use it. If you have a smart meter your supplier can switch your meter to credit mode remotely.
You can find more advice on keeping your prepayment meter topped up.
If you need extra support from your energy supplier
If you find it hard to deal with your energy supply you could get extra help from your energy companies, such as moving your prepayment meter if you struggle to get to it or making your call a priority when you contact them.
You'll normally be able to get priority services from your energy companies if you're disabled or have a long-term health condition. This includes hearing, sight and mental health conditions. Your supplier might also agree to sign you up for priority services if you:
have children under 5 or are pregnant
would struggle to answer the door or get help in an emergency
are recovering from an injury
If your situation isn't listed, you might still be able to sign up for priority services for other reasons - for example, if you're recently bereaved.
Fill in the form on your electricity network’s website to apply. You can find this by going to the Priority Services Register (PSR) website and entering your postcode - this will provide a link through to the form you need to complete.
Find more advice on how to tell your energy supplier if you need extra support.
Switching energy suppliers
If you’re trying to save money on your gas or electricity, you might consider either:
switching suppliers
switching to a different tariff with your current supplier
If you want to switch tariffs, you’ll need to work out the best one for you based on your situation. You’ll need to think about how the cost of energy could change and what this would mean for your deal - it could end up costing you more.
We’ve got advice on switching energy supplier or tariff as well as advice on comparing energy suppliers’ customer service.