Information for customers
Support with energy bills
There is support available if you are worried about paying your energy bills, and/or if you find yourself in a vulnerable situation, whether that be from financial difficulties, mental or physical health issues, or other events.
Energy bill advice and support
Contact your supplier
If people are struggling to pay their gas or electricity bills, energy suppliers are best place to offer them support and advice. Whilst there is no need to contact suppliers to receive the Government support packages, customers’ energy suppliers should still remain the first port of call for any queries. Suppliers offer a range of support, such as repayment plans, and can help to signpost customers to the best sources of independent advice.
Check eligibility for the Priority Services Register
There is additional support available for disabled people, customers in recovery, pregnant, extra communication needs and other eligibility factors not listed here. Customers can add friends or family to their accounts to act on their behalf.
Learn more about the Priority Services Register
Make your home more energy efficient
Improving energy efficiency means lower bills in the long-term. There’s lots of advice around low and no-cost ways to waste less energy, with many measures quick and easy to implement, and some suppliers offer targeted financial support for building measures like insulation.
Get a smart meter
Smart meters provide real-time information about the energy usage in a household, helping customers manage energy use and avoid estimated readings and bills. To request a smart meter, customers should get in touch with their energy supplier, who can arrange for smart meters to be installed at a suitable time and date. The installation is free of charge.
Take regular meter readings for accurate billing
If you don’t have a smart meter, it’s best to submit monthly meter readings to ensure accurate and regular bills and avoid a build up of debt.
If you already have a working smart meter installed, you won’t need to submit monthly readings since it will be done automatically.
Be aware of fraud
There’s been a rise in energy scams with criminals impersonating an energy supplier on a home visit, or calling, emailing, or texting people claiming to be from the Government or an energy supplier. Customers should contact their energy suppliers if they’re in doubt and report any scams to Action Fraud.
Other support available
Further cost-of-living support
- Up to £900 Cost of Living Payment for households on means tested benefits
- a £300 Pensioner Cost of Living Payment, to be paid alongside the Winter Fuel Payment
- a £150 Disability Cost of Living Payment for people who get certain disability benefits
For more information on government cost-of-living payments visit this webpage.
The Household Support Fund
This fund will help households with the cost of essentials such as food, clothing and utilities and, in England, will continue to be distributed to local councils. People should contact their local authority to request access to the fund.
Warm Home Discount (WHD)
If you’re on state benefits, receive guarantee credit or have disability allowance you might be eligible for the Warm Home Discount; a one-off payment of £150 towards your energy bills. The money comes directly off your bill, rather than being paid into your bank account.
Get independent advice
You can also get help and advice from Citizens Advice. Call 0808 223 1133 or use their online webchat. For textphone, dial 18001 followed by the helpline number. Someone at their Extra Help Unit could take on your case if you are in a vulnerable situation.
For disability-specific advice, you can contact the disability charity Scope on their free helpline at 0808 800 3333 (open Monday to Friday 9am to 6pm. Saturday to Sunday 10am to 6pm).
Pensioners can also contact the charity Age UK for support on their free advice line 0808 800 3333 (open 8am-7pm 365 days a year).
If you are struggling with debt, you can also reach out to National Debtline for free debt advice over the phone on 0808 808 4000 or online using Webchat (Monday to Friday 9am to 8pm and Saturday 9:30 am to 1pm. This is the fastest way to speak to a specialist adviser). Alternatively, StepChange has an online debt advice tool available at any time on their website, or you can call their free helpline on 0800 138 1111 (Monday to Friday 8am to 8pm and Saturday 8am to 4pm).