Utility Bills

Energy and water bills are essential costs that can quickly become overwhelming if you fall behind. If you're struggling to pay your utility bills, it's important to know that suppliers must help you find a solution. Don't ignore the problem – there are steps you can take to get back in control.

If you're going to struggle with a bill, contact your supplier before you miss a payment. Energy and water companies have dedicated teams to help customers in financial difficulty.

When you call, be ready to:

• Explain your situation honestly
• Discuss what you can realistically afford to pay
• Ask about payment plans for any arrears
• Check you're on the best tariff for your usage

Suppliers must treat you fairly and offer you a payment plan you can afford based on your circumstances.

There are several ways to get help with gas and electricity costs:

Warm Home Discount - A £150 discount on your electricity bill if you receive certain benefits or have a low income.

Winter Fuel Payment - An annual payment of £100-£300 for people born before a certain date.

Cold Weather Payments - Extra money during very cold periods if you receive certain benefits.

Energy Company Hardship Funds - Many suppliers have funds to help customers struggling to pay.

Priority Services Register - Free support services if you're vulnerable, elderly, or have a disability.

Water companies offer various schemes to help customers on low incomes:

WaterSure - Caps your bill if you receive certain benefits and have high essential water use (e.g., large family or medical condition).

Social tariffs - Most water companies offer reduced tariffs for customers on low incomes.

Payment matching - Some companies will match payments you make towards arrears.

Payment holidays - Time to get back on your feet without payments increasing your debt.

Contact your water company to find out what help is available in your area.

If you're on a prepayment meter:

• You pay for energy in advance, so you can't build up debt on ongoing usage
• If you already have debt, a small amount may be taken each time you top up
• You might pay more per unit than direct debit customers
• You can ask to switch to a different payment method if you can show you can manage your account

If you're struggling to afford to top up, contact your supplier. They may be able to give you emergency credit or reduce the amount being taken for debt.

Energy suppliers cannot:

• Disconnect you if you're of pensionable age and live alone (or with others of pensionable age or children)
• Disconnect you in winter if you're of pensionable age
• Force-fit a prepayment meter without following proper procedures
• Disconnect you without first offering a payment plan

If you feel you're being treated unfairly, you can complain to your supplier and then to the Energy Ombudsman.

Utility debt can feel overwhelming, but we can help you:

• Understand what help you're entitled to
• Negotiate affordable payment plans with suppliers
• Check if you're on the best tariffs
• Create a budget to manage your bills

Contact us today for free, confidential advice.