Help & Support. If you're struggling to pay for your energy
We can help in lots of ways, including if you’re facing hardship caused by Covid-19.
We can help
Last year, we helped over 300,000 customers manage their debt, and we're here for you too.
Things to tell us
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 income has been affected by Covid-19
- 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
Ways we can help
We can help in all sorts of ways. And our friendly advisers will talk you through all your options to find one that's right for you.
Once we understand your situation we can
- See if you can pay your bill by instalments
- Find a better payment method or tariff for you
- Advise you how to reduce the energy you use (to save you money)
- Make budgeting easier by installing a free pay as you go meter at your property
- Check if the Fuel Direct scheme can help you pay a manageable weekly amount straight from your benefits
Help when you need it most. A solution to suit you
Just answer few simple questions and we'll find a solution that works for you.
What our customers are saying
Given the current pandemic and my mental health issues, I finally found the courage to phone and talk about my debt. Thank you
In the end, the adviser put my worries at ease and solved my problems in the kindest manner possible. Much appreciated
Very efficient and empathetic. Thanks @britishgas
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
- Have a child or children under the age of five
- 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.
Additional support. Get more help
- Money Advice Service (or call 0800 138 7777)
- National Debtline (or call 0808 808 4000)
- Citizens Advice (or call 0808 223 1133)
- My Money Steps (or call 0808 808 4000)
- StepChange Debt Charity (or call 0800 138 1111)
More useful help
Get further advise on charities, budgeting and energy saving.
British Gas Energy Trust
The British Gas Energy Trust is an independent charity we set up to offer advice, assistance and grants to people who are struggling to pay their bills.
Turn2us
Turn2us is a national charity that can help people in financial hardship gain access to welfare benefits, charitable grants and support services.
Tully
Tully is a digital debt adviser that can help you build an accurate online budget in minutes. And you’ll get free, independent debt advice to help you take control of your money.
Income Max
Income Max are experts at helping people get back on track. They find millions of pounds of unclaimed benefits, grants and other financial help for customers every year.
Energy saving tips
Want your home to be more energy efficient? Check out our page for a host of ideas you can put into action right away to cut costs and fight climate change.
Warm Home Discount
We know winter bills can be a bit tricky, so check if you qualify for the warm home discount this year.
Frequently asked questions
What are my options if I can‘t pay for my energy?
We understand that it’s not always easy to pay your bill. So let us know why you’re finding it difficult and we’ll work together on a plan that suits your needs. That could include switching you to a cheaper tariff or setting up a new payment plan.
And if you already owe us money, we’ll discuss options for you to pay it back in manageable instalments.
Once we know your situation, we can
- See if you can pay your bill by instalments
- Find a better payment method or tariff for you
- Advise you how to reduce the energy you use to save you money
- Make budgeting easier by installing a free pay as you go meter at your property
- Check if the Fuel Direct scheme can help you pay a manageable weekly amount, straight from your benefits.
You may also be eligible for our Priority Service Register, which offers free support for our vulnerable customers to help them keep their homes warm and working.
I'm struggling with my finances. Who can I talk to?
If you need extra financial support, you can contact
- Money Advice Service (or call 0800 138 7777)
- National Debtline (or call 0808 808 4000))
- Citizens Advice (or call 0808 223 1133)
- My Money Steps (or call 0808 808 4000)
- StepChange Debt Charity (or call 08001381111)
The British Gas Energy Trust is an independent charity we set up to offer advice, assistance and grants to people who are struggling to pay their bills.
Turn2us is a national charity that can help people in financial hardship gain access to welfare benefits, charitable grants and support services.
Tully is a digital debt adviser who will help build an accurate online budget and give you free, independent debt advice to help you get back on track.
Income Max have helped find millions of pounds of unclaimed benefits, grants and other financial help for customers every year. And they can help you stay in control of your finances – in good times and bad.
Can you reduce my payment amount for the time being?
If you pay by Direct Debit, you can change the amount you pay in your online account.
- Access your online account and go to the energy section. Then select 'Change my payment amount'
- We’ll recommend a monthly amount based on your usage or you can enter an amount that you’d rather pay each month. Once you’re happy, select ‘Confirm new amount’
- We’ll then confirm your new payment amount and let you know when your payments will change
It’s quick and easy to sign up for an online account. You’ll just need your Customer Reference Number handy – it’s on all your bills or statements.
We’ll review your payments twice a year. And if you’re overpaying or underpaying for energy, we’ll recommend your payments change. Don’t worry, we’ll always give you plenty of notice before we make any adjustments.
Can I get a payment holiday/temporary payment break if I can’t pay next month?
Sorry, we don’t offer payment holidays. But setting up a payment plan means you can choose a date within the next 28 days to start making your payments.
I've received a bill which I can't afford to pay in full. Can I make a partial payment?
Whenever you get a new bill, even if you can’t pay in full, we always recommend making a partial payment towards it if you can. Then it’s important that we agree to a plan to spread the remaining amount into manageable payments on top of your future energy bills.
If you can’t pay in full right now, that’s ok. Pick one of the options on our payment page and decide how much you can afford. But you’ll still need to get in touch with us to arrange how you’re going to pay the rest. For example, you could set up a Direct Debit.
What happens if I don't pay?
Find out more about some of the consequences of not paying for your energy. We have plenty of information on credit ratings, charges and disconnection.
See more
Where can I find more answers to help me if I'm struggling to pay?
You can go to our dedicated FAQ page to find more information about payment plans, Pay As You Go meters, debt charities, Direct Debits and other payment issues.
Still need help?
You can call us on 0333 202 9804 1
Additional information
Lines are open between 9am - 5pm Monday to Friday. We may record calls to help improve our service to you. Calls to 0800 or 0808 numbers are free to call on landlines and mobiles. Calls to 0330/0333 numbers will cost you no more 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.