We’re here to help keep you warm this winter

We’ve got advice if you’re looking for support with your energy bills and energy debt, if you’re on a prepayment meter or looking for advice on changing suppliers.

If you’re struggling to pay your energy supplier

If you’re struggling to pay your gas and electricity bills, there’s help available.

Speak to your supplier as soon as you can. Your supplier has to help you come to a solution - putting you on a repayment plan that takes into account how much you can afford to pay. You can also ask them for:

• a review of your current payments and debt repayments

• payment breaks or reductions

• more time to pay

• access to hardship funds

• advice on how to use less energy

Getting help to pay your energy supplier

If you have a prepayment meter

If you’ve run out of gas or electricity, your energy supplier might add emergency credit to your meter automatically - if they don’t, you should ask for it as soon as you can. You can check your supplier’s website to find out how to get emergency credit.

If you run out of emergency credit and are still struggling to top up, your supplier may be able to give you additional support credit if you ask them.

You will have to pay any emergency or additional support credit back.

Check if you can get a fuel voucher

Your local council might be able to help you get a fuel voucher - find your local council on GOV.UK.

You'll get the voucher as a code in a letter, text message or email. You can use it to add credit to your gas card or electricity key.

Make sure you check your fuel voucher to see when it expires, as you might need to use it within 15 days. If you have problems using your voucher, contact the organisation that gave it to you, not your energy supplier.

Get help to pay off energy debt

If you’re behind with your energy bills, you might be able to get a grant to help you pay off your debt. This might be from your energy company or a charitable trust. The following energy suppliers offer grants to their customers:

• British Gas Energy Support Fund - apply for a grant on the British Gas Energy Trust website

• Scottish Power Hardship Fund - apply for a grant on the Scottish Power Hardship Fund website

• Ovo Customer Support Package - apply for help on the Ovo Energy Fund website

• E.ON Next Energy Fund - apply for a grant on the E.ON Next Energy Fund website

• EDF Energy Customer Support Fund - sign up to the Priority Services Register to apply for a grant on the EDF Energy website

• Octopus Octo Assist fund - apply for a grant on the Octopus website

If your supplier isn’t listed, it’s a good idea to contact them directly to see what extra support they can give you.

If you can’t get a grant from your supplier, you might be able to get a grant from the British Gas Energy Trust. These grants are available to anyone - you don’t have to be a British Gas customer.

You’ll need to get debt advice before applying - talk to an adviser.

If you've already spoken to a debt adviser, check if you can get a grant from the British Gas Energy Trust.

Read more about how to get help paying your energy bills here.

If you need extra support from your energy supplier

If you find it hard to deal with your energy supply you could get extra help from your energy companies, such as moving your prepayment meter if you find it difficult to get to or making your call a priority when you contact them.

You'll normally be able to get priority services from your energy companies if you're disabled or have a long-term health condition. This includes hearing, sight and mental health conditions. Your supplier might also agree to sign you up for priority services if you:

• Have children under 5 or are pregnant

• Would struggle to answer the door or get help in an emergency

• Are recovering from an injury

• Struggle with speaking or reading English

If your situation isn't listed, you might still be able to sign up for priority services for other reasons - for example, if you're recently bereaved.

You can sign up by going to thepsr.co.uk and entering your postcode - this will provide links to the forms you need to complete for both your gas and electricity supply.

Want to switch energy suppliers or tariffs?

Switching energy tariffs or suppliers could save you money on your energy bills.

As energy prices can go up and down, suppliers offer varying rates, discounts, and fixed-term deals that could be more affordable than your current tariff.

On a fixed rate tariff, you will pay a set price for each unit of energy you use. This means that even if market energy prices go up or down, what you pay per unit will remain the same throughout your contract.

On a standard variable tariff, the rate you pay per unit of energy will go up and down with the price of energy.

You should choose your energy tariff based on how much energy you use and your own circumstances. You may have to pay a fee, called an ‘exit fee’, if you switch tariffs or suppliers before your fixed rate tariff ends.

Compare your current suppliers’ tariffs with other suppliers’ tariffs using a price comparison website. You can find a list of price comparison websites on Ofgem’s website.

There are a few things you should think about before switching, like if you will need to pay exit fees and if you have the right kind of meter.

If you are switching energy suppliers, it’s a good idea to compare the customer service ratings of different energy suppliers.

Saving energy at home

You might be able to save on your energy bills by using less energy. There are quick and simple things you can do - for example:

• check your heating controls so you stay warm but use less energy

• check the cost of running your electrical appliances so you can decide how best to use them

You can find more tips for saving energy when heating your home, and using your electrical appliances here.

Last updated: September 2025