Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 2 minutes.

Read our advice to members or find out what to do in an emergency.

If you're having trouble paying

We're here to help if you're having trouble paying for your energy.

There's separate advice for businesses.

Get in touch so we can discuss how we can help you.

Some of the ways we may be able to help include:

  • choosing a more convenient payment method
  • creating a payment plan based on what you can afford
  • giving advice on how to lower your bills by reducing how much energy you use
  • switching to a top-up (prepay) meter so you can pay for your energy as you use it
  • changing your repayments to help you manage your bills if you already have top-up meters

You can get independent help and advice with energy debt

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

  • Fuel Direct, a government scheme that arranges for your energy bills to be paid directly out of benefit payments
  • StepChange, a charity that helps thousands of people overcome debt every week - you can call them for free on 0800 138 1111, or try their helpful Debt Remedy Tool or 60-Second Debt Test
  • National Debtline, an independent charity dedicated to providing free debt advice to millions across England and Wales - they offer free advice online at mymoneysteps.org or through their helpline on 0808 808 4000
Was this article helpful?