Energy is a priority bill. Ofgem, the energy regulator, sets rules on how suppliers must treat customers in arrears, and those rules are on your side if you engage early.
The short answer
- Suppliers must offer affordable repayment plans based on what you can pay.
- There are strict rules on forced prepayment meter installations.
- Vulnerable customers can join the Priority Services Register.
- Charitable hardship grants can sometimes clear arrears.
- Energy arrears can be included in an IVA, DRO or bankruptcy.
What should I do first?
- Contact your supplier and explain you’re struggling.
- Ask for a payment plan you can afford, based on your budget.
- Ask about hardship funds and whether you qualify for the Warm Home Discount.
- Submit regular meter readings so your bills are accurate.
Can my supplier put me on a prepayment meter?
Suppliers can sometimes install a prepayment meter to recover debt, but there are strict rules. They must try other options first, and installations are banned for some vulnerable households, such as where someone is over 85 with no support or has a medical condition that depends on a supply. If you’re already on prepayment, ask about emergency and friendly-hours credit.
Where can I get grants?
Many suppliers run or fund hardship trusts, such as the British Gas Energy Trust, which is open to customers of any supplier. The Energy Saving Trust and your local council may also know of local schemes.
What if I have other debts too?
Energy arrears can be included in debt solutions. See energy and water arrears in an IVA. For national figures, see energy debt statistics.
Common questions
Can my energy be cut off for debt?
Disconnection for debt is very rare and suppliers must follow strict rules. Prepayment meters are more common.
How much do I have to pay towards energy arrears?
Suppliers must take into account what you can afford. If they ask for more than you can pay, explain your budget and ask again.
Can I switch supplier if I owe money?
If you owe less than a set amount and the debt is under 28 days old, you can often switch. Prepayment customers may switch with a small debt transferred.
Getting help
You don’t have to deal with debt on your own. Free, impartial advice is available from MoneyHelper, StepChange and National Debtline. If you want to talk through whether a formal solution such as an IVA could be suitable, you can also get in touch with us.