If you're struggling with bills because of coronavirus (COVID-19)
We understand this is a worrying time and many people may find themselves in financial difficulty. Help is available.
The Government has agreed emergency measures with suppliers to support customers using prepayment meters or who may be struggling with money problems. Options may include on a case by case basis:
- reviewing bill payment plans, including debt repayment plans
- payment breaks or reductions in how much you pay
- giving you greater time to pay
- in some cases access to hardship funds
Suppliers have suspended credit meter disconnections during the pandemic, except in cases of safety, theft and vacant properties.
Visit your supplier's website or contact them for specific advice to you.
If you have a prepayment meter, see also the Citizens Advice guide on what to do if you can’t afford to top up your prepayment meter.
Please be aware you may experience longer call waiting times than normal when contacting support services due to high volumes of customers trying to get through and/or staff shortages because of the coronavirus. Please try online options where you are able to such as via their website, app, email or social media. This will help leave phone lines free for emergencies.
Help you can get
You may qualify for extra help from your energy supplier, or certain grants, benefits and support provided by the government or charities. Select a link to learn more:
Support can range from help with heating your home, such as through winter fuel payments, to financial help to clear a debt or grants that can fund energy efficiency improvements to your home, like free boiler replacement or roof insulation.
What you can access will depend on your personal circumstances.
Ofgem safety net
In the rare case that an energy supplier goes out of business, Ofgem's safety net will ensure you’ll always have an energy supply, and that you feel as little change as possible.