If you can’t pay an energy bill, you should contact your supplier as soon as possible to explain the situation and make an offer to repay the arrears at a realistic level for you. It can be worrying, but if you delay you could build up more debt. When you contact your supplier, they must give you advice on how to pay back any money you owe and offer you a payment plan that takes into consideration how much you can afford to regularly pay. If you have energy arrears, you may also have other debts which need to be dealt with. You should seek the help of an experienced adviser, for example, at a Citizens Advice Bureau.

For details of how to contact your nearest CAB: Get advice

You can also get more information on our factsheet:
adviceguide.org.uk/index/d_gas_and_electricity_arrears.pdf

It is very unusual to be disconnected if you’re behind with your energy bills. All the energy suppliers have to follow certain rules on how they should treat customers who are having trouble paying. If you can’t pay your bill, you should be offered an arrangement to pay off your arrears at a rate you can afford. If you can’t afford to do this, the supplier must offer to install a prepayment meter. If you are a pensioner, have long-term ill health, are disabled or have severe financial problems you may also have extra protection from being disconnected. If you have been disconnected, or are threatened with disconnection, and have not been able to sort things out with your energy supplier, you should contact Consumer Direct on: 0845 404 0506.

For more information on avoiding disconnection:
adviceguide.org.uk/index/d_gas_and_electricity_arrears.pdf

If you're facing disconnection, or haven't been able to keep to a payment plan, your energy supplier may offer to install a prepayment meter. If you're in this situation, you may have to accept a prepayment meter if you want to keep your energy supply. A prepayment meter will allow you to pay a fixed amount off your arrears at the same time as paying for the energy you're currently using.  

For more information on using a prepayment meter:
adviceguide.org.uk/index/gas_and_electricity_bills.htm#using_a_prepayment_meter

For more information on avoiding disconnection:
adviceguide.org.uk/index/d_gas_and_electricity_arrears.pdf

Most suppliers provide some emergency credit, which means you can carry on using energy for a while after your top-up runs out. However, if you dip into the emergency credit, you still need to pay for it, so you will need to factor in this cost next time you do top up. If you’re struggling to top up your prepayment meter, contact your energy supplier immediately to make them aware of the situation. They may be able to reduce the level of debt repayment or offer you a lower priced tariff. Ask whether they offer any schemes to help customers facing financial hardship. In extreme circumstances the Department for Work and Pensions might be able to provide crisis loan as a short term fix to the situation.

For more information on a crisis loan: www.direct.gov.uk

The Priority Services Register is a scheme which offers extra free services to people who are of pensionable age, disabled or have long term ill-health.

Services which might be available include:

- moving your meter free of charge to make it more accessible

- having controls or adaptors provided to make your meter or appliances easier to use

- advance notice if your energy supply has to be interrupted

- arranging for your bills to be sent or copied to someone else who can help you read and check them.

You have to sign up to your supplier's Register to ensure that you receive these services.

For more information or advice about free services under the Priority Services:
www.consumerfocus.org.uk

If your home is in a part of the UK that isn't connected to the gas mains network, you might use heating oil to power your central heating system and hot water.

Find out how using domestic heating oil works and your consumer rights when you buy and use it:
adviceguide.org.uk/index/you_re_struggling_to_pay_your_heating_oil_bills