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

If you’re struggling to pay your energy bill, you should speak to your supplier as soon as possible and let them know. Your supplier has to help you come to a solution. You should try to negotiate a deal that works for both of you.

Your supplier should put you on a repayment plan and take into account how much you can afford to pay.

If you have energy debt, energy suppliers have grants to help customers pay off energy debt, or you might be able to get a grant from a charitable trust.

For more information on the support available if you’re behind on your energy bills, visit our website.

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 on our website.

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 thepsr.co.uk and entering your postcode - this will provide a link through to the form you need to complete.

For more advice on how to tell your energy supplier if you need extra support, visit our website.

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 on our website.

Last updated: October 2024