Help if you're struggling to pay


If you’re having difficulty paying your gas or electricity bill, please contact us as soon as possible on 0300 30 30 635 so we can discuss how we might be able to help you.


Ways we can help

Once you’ve told us you’re having difficulties we may be able to offer solutions including:

  • Agreeing a more convenient payment method
  • Agreeing on a payment plan based on what you can afford
  • Advice on how to reduce how much energy you use to reduce your bills
  • Switching to a prepayment meter so you can pay for your energy as you use it by regularly topping up with credit
  • If you're already on prepayment meters we can change your repayments to help you manage your bills. 


Where can I get independent advice and help with energy debt?

There are various other organisations and schemes that can help if you are having financial difficulties, such as:

Fuel Direct is a government scheme that arranges for your energy bills or debt to be paid directly out of your benefits payments. This takes the hassle out of making regular payments yourself. You can find out more about this scheme here or by contacting your local Jobcentre or Pension Centre.

StepChange Debt Charity is the UK’s largest provider of free, independent debt advice. It helps thousands of people every week to overcome debt problems. You can talk to them for free on 0800 138 1111 (Monday to Friday 8am-8pm and Saturday 8am-4pm).

However, we know it’s not always easy to talk about debt. StepChange also have a wide range of online tools to help you manage your debt, such as their Debt Remedy Tool and 60-Second Debt Test.

National Debtline are an independent charity, dedicated to providing free debt advice to millions of people across England and Wales. They offer free advice online at or through its helpline on 0808 808 4000 (Monday to Friday 9am-9pm and Saturday 9.30am-1pm.

After asking a few questions about your income, spending and debts, they can then work out the best way for you to manage your debts with step-by-step help and support to get back in control.

Face-to-Face Advice is available across the country for people who would rather discuss their finances in person. The Money Advice Service has an extensive directory so you can find a debt advice service near you.


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