Extra help from energy services

Mae’r dudalen yma ar gael yn Gymraeg.
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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

No credit meters will be disconnected during the outbreak.

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.

More coronavirus (COVID-19) information from Ofgem

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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.

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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. 

What happens if your energy supplier goes out of business

 

    Publications and updates

    • Published: 1st Jan 2019
    • Guidance
    • 1 Associated documents
    A leaflet explaining ways to cut your energy use and pay less for the energy you do use, and support available to you.

    • Published: 1st Jan 2019
    • Guidance
    • 1 Associated documents
    An Easy Read format leaflet explaining ways to cut your energy use and pay less for the energy you do use, and support available to you.

    • Published: 1st Jan 2019
    • Guidance
    • 1 Associated documents
    A 2-page leaflet explaining what price caps are, how they apply and how you can save further.

    • Published: 1st Jan 2019
    • Guidance
    • 1 Associated documents
    A Large Print format leaflet explaining ways to cut your energy use and pay less for the energy you do use, and support available to you.