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What to do if you’re struggling to pay your energy bills

This advice applies to Scotland

If you’re struggling to afford your gas and electricity bills, contact your supplier to discuss ways to pay what you owe them.

Your supplier has to help you come to a solution. You should try to negotiate a deal that works for both of you.

If you don’t try to negotiate with your supplier, they might threaten to disconnect your supply.

This page can help you if you pay for your energy after you use it - for example by monthly direct debit or quarterly bill. There are different things you should do if you can't afford to top up your prepayment meter.

Energy arrears are a 'priority debt'. This means you need to pay them before debts like credit cards. If you have more than one debt, you should read our 'get help with your debts' guide - or contact your nearest Citizens Advice.

Agree a payment plan with your supplier

Tell your supplier that you want to pay off your debts in instalments as part of a payment plan.

You’ll pay fixed amounts over a set period of time, meaning you’ll pay what you can afford. The payment plan will cover what you owe plus an amount for your current use.

Your supplier must take into account:

  • how much you can afford to pay - give them details about your income and outgoings, debts and personal circumstances
  • how much energy you’ll use in future - they’ll estimate this based on your past usage, but give them regular meter readings to make this more accurate

If you’re not sure how much you can afford to pay, use our budgeting tool to help you.

You owe £400 to your supplier for debts. Instead of paying this in one go, you speak to your supplier - you tell them the maximum you can afford to pay is £40 a week. You agree with them to pay £10 a week to cover the debt, and £30 a week to cover your current energy usage until the debt’s paid off.

If you can’t afford the payment plan

Speak to your supplier again if you think they’re charging you too much or you're struggling to afford the repayments. You can try to negotiate a better deal. If you don’t, your supplier might make you have a prepayment meter installed.

Pay off your debt through your benefits

You might be able to repay your debt directly from your benefits through the Fuel Direct Scheme.

A fixed amount will automatically be taken from your benefits to cover what you owe, plus an extra amount for your current use.

It can be more convenient than having a prepayment meter fitted (which your supplier might try to do if you can’t agree a payment plan) and you won’t risk running out of gas or electricity.

To be eligible, you must be getting one of the following benefits:

  • Income-Based Jobseeker’s Allowance
  • Income Support
  • income-related Employment and Support Allowance
  • Pension Credit
  • Universal Credit (but only if you’re not working)

Contact the Jobcentre and let them know you want to set up Fuel Direct. They’ll contact your supplier and tell them you want to pay off your debt under the Fuel Direct Scheme - your supplier must agree to it.

Your supplier will set up the repayments and let you know how much you’ll be paying.

If you don’t come to an agreement

If you’re not able to agree a payment plan with your supplier, or you don’t stick to a plan you previously agreed to, your supplier might try to force you to have a prepayment meter installed.

In very rare cases your supplier might threaten you with disconnection.

Extra financial help

You might also be able to get a grant from a charitable trust to help pay off your debts. Charis Grants has more information on available grants and how to apply.

If you’re disabled, elderly or you get benefits, check whether you can get other help paying your energy bills.

Further help

If you can’t come to an agreement with your supplier about repaying your debt, or you’re not happy with the option they’ve given you, contact the Citizens Advice consumer helpline for advice.

You can get help and advice about your debts from Stepchange.

Take a look at our debt and money guidance  for help with managing your money.

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