Help & Support. Get help if you're struggling to pay your energy bills

How we can help with energy bills

If you’re struggling to pay for your energy, let us know and we’ll work together on a plan that suits you. The sooner you talk to us, the easier it will be for us to help you.

We can help in many ways. Our friendly advisers will talk you through all your options to find one that's right for you.

To start with, have a look at our energy guides - there you’ll find useful information that explains your bill, how we supply you with energy, money saving tips and lots more.

Once we understand your situation we can

If you’re a Pay As You Go customer (and use a key, card or online payment to top up your meter) – here are some of the ways we can help you:

• If the unexpected happens and you use up all your Emergency Credit, you may be entitled to Additional Support Credit. This will help keep you on supply, but you’ll need to pay back any credit owed. Please visit our Pay As You Go enquiries page for more information.
• If you’re receiving Government help and repaying a debt to us, you can check if the Fuel Direct scheme can help, by allowing you to pay a manageable weekly amount straight from your benefits – go to the Government’s help paying bills using your benefits page for more information.

If you’re a Credit customer (you pay your bill by Direct Debit or on receipt of your bill) - here are some of the ways we can help:

• Use a different payment method – for example, Direct Debit is cheaper than paying on receipt of your bill as you get a Direct Debit discount, which is taken off your unit rate and standing charge.
• See if you can pay your bill by reduced instalments, call us on 0333 202 9804 to find out more.
• Changing tariff could help you – you might be on a fixed tariff and find that our Standard variable tariff is cheaper in the short term, or may like to move onto a fixed tariff to avoid future price rises - keep an eye on our tariffs on our changing your tariff page.
• Make budgeting easier by installing a free Pay As You Go meter at your property, go to our changing between Pay As You Go and credit meters page for more information.
• If you’re receiving Government help and repaying a debt to us, you can check if the Fuel Direct scheme can help, by allowing you to pay a manageable weekly amount straight from your benefits – go to the Government’s help paying bills using your benefits page for more information.

What to tell us when you need energy help and support

We know it's not always easy to pay your bill – and that everyone's circumstances are different. So don't be afraid to tell us why you're struggling and we'll do everything we can to support you.

Please let us know if

• Your financial circumstances have changed
• You need more time to pay
• You're elderly, have a disability or a long-term illness
• You're renting, the debt is in your landlord's name and you pay them for your gas or electricity (and also tell your local authority)
• Or you claim benefits

Help for our vulnerable customers

If you need extra help managing your account, like having your bills in Braille or getting a hand with meter readings, let us know by signing up to the Priority Services Register.

You can sign up to the Priority Services Register if you

• Are over 65
• Have a disability or long-term illness
• Rely on medical equipment in your home
• Families with children aged 5 and under (less than 6 years old)
• Have gone through a recent bereavement, break-up or job loss
• Are recovering from a hospital treatment
• Are living independently for the first time

If you look after someone every day or for a few hours a week, there’s also additional support available for you. We’re working with Carers UK to help give carers the support they need, when they need it.