More than a third of Brits worried about affording energy bills this winter, warns Citizens Advice
Over 10 million households (37% of Brits) are worried about how they’ll afford their energy bills this winter, according to new research from Citizens Advice.
With the latest energy price cap expected to drive bills up to a three-year high - fueled by the ongoing conflict in the Middle East - the charity warns that millions of households cannot absorb even minor hits to their already stretched budgets.
Citizens Advice’s latest research suggests 3.5 million households are currently in energy debt - either behind on their bills or without gas or electricity because they can't afford to top up their prepayment meter. The charity’s research shows energy debt is significantly more common among those on means-tested benefits, from communities of colour, or living in households where someone has a disability.
Worryingly, energy suppliers are failing to reach many of those most in need, with only one in five (19%) people in energy debt saying they'd been proactively contacted by their supplier with offers of support.
Action is needed
For those on a prepayment meter (PPM), periods without gas or electricity can quickly become the norm. Alarmingly, just over a quarter (28%) of PPM customers lost gas or electricity because they couldn't afford to top up in the last year, with one in five (21%) saying they typically went without power for 12 hours or more.
Citizens Advice says the government must provide a comprehensive package of support this winter - not just a single sticking plaster - to protect households from the ongoing energy crisis.
The charity wants the government to commit to implementing a reformed Warm Home Discount (WHD) - paid for in-part via general taxation - which could save dual-fuel households on means-tested benefits around £400 per year on their energy bills. This would be in addition to the existing £150 WHD payment.
Going without
Those in energy debt told the charity they’ve got used to going without to make ends meet, including:
Cutting back on food spending (38%)
Cutting back on leisure and social activities, including seeing friends and family less, cancelling holidays, and not taking part in hobbies (36%)
Using less heating even when it’s cold (32%)
Turning the tide on energy debt
Citizens Advice is calling on the government to put a proper safety net in place to protect households from future cost-of-living storms. To bring down everyone’s energy bills and to target additional support at those struggling most with soaring costs, the charity is urging the government to:
Remove more of the policy costs that fund renewables from electricity bills and into taxation.
Rapidly implement the reformed Warm Home Discount (WHD), in line with Citizens Advice’s recommendation, to provide increased levels of support tailored to a household’s energy needs.
Deliver the long-delayed Debt Relief Scheme (DRS) to help those trapped in energy debt.
Dame Clare Moriarty, Chief Executive of Citizens Advice, said:
"A crisis used to be a once-in-a-generation event, but for millions it’s now an inescapable daily reality. Whether the price cap goes up or down, the reality for households remains the same: energy bills are simply still too high, prices continue to rise faster than incomes, and debt levels continue to grow.
"The government has already taken positive action to cut levies and VAT on electricity, but the impact of the conflict in the Middle East means people still face rising costs. To build on this, we need bold solutions to protect those most at risk of sitting in cold, dark homes this winter.
“Taking action could keep around £400 a year in the pockets of the people who need it most, providing a vital lifeline alongside existing support.”
Jon Baldwin, Energy Advice Expert at Citizens Advice said:
“It’s completely understandable that people are feeling anxious about energy bills right now. We know that energy debt can feel overwhelming, but you don't have to face it alone. Our message to anyone struggling is clear: speak to your supplier, seek advice, and look at where you can save.
“If you’re worried about affording your bills this winter, or have already fallen behind, it's important to act quickly; support is available and there are things you can do to ensure you’re not overpaying.”
Jon has the following tips for those worried about affording gas and electricity this winter:
Speak to your supplier if you’ve fallen behind: They are responsible for helping you find a manageable solution, like setting up an affordable repayment plan.
Seek advice: If you aren’t getting anywhere with your supplier, visit the Citizens Advice website or contact our consumer service for free and impartial advice. They can also let you know how to get help with paying off debts, saving money on other bills and claiming benefits. Citizens Advice consumer helpline: 0808 223 1133.
Make sure your bills are accurate: An “E” next to your meter reading indicates that your current bill is estimated. Estimates can result in you being overcharged in the short term, or undercharged, which often leads to an unexpected, high-cost bill at a later date. To ensure you are billed correctly, please provide your energy supplier with an up-to-date meter reading.
Check your boiler's flow temperature: If it’s set higher than it needs to be then lowering it is one of the simplest ways to cut your energy use without feeling colder. For guidance and more ways to save money heating and powering your home, visit the Citizens Advice website.
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Notes to editors:
Citizens Advice's latest report, Hitting the Rationing Wall, is available online.
Citizens Advice commissioned a survey by BMG Research to understand affordability in the energy retail market. The survey ran between 23rd-28th July and reached 4,556 participants across England, Wales and Scotland.
Citizens Advice has calculated the population figures using the ONS Families and Households 2025.
In the charity’s survey, they asked households if they were behind on their energy bills so that they would owe money to their energy supplier. 12% of all households are in debt to their supplier (either from being behind on bills so they owe their supplier money, or being disconnected from their pre-payment meter because they could not afford to top up). This number increases to 25% for households from ethnic minority groups, 24% for those on means-tested benefits and 17% for disabled people.
Citizens Advice have modelled their reformed Warm Home Discount, alongside the predicted savings from removing the Renewables Obligation fund and Feed-in-Tariff and the existing WHD. For the average, dual fuel households who receive means-tested benefits (and are therefore eligible for the WHD), they would see a reduction of £399, on top of the existing £150 WHD payment. For households not on means-tested benefits, the average dual fuel households will see a reduction of £39.
From October 2025 to October 2026 (using Ofgem’s new TDCVs), the energy price cap has increased by around 10%, from £1,576.44 to Cornwall Insight’s prediction of £1729.31. At the same time, ONS data of real time PAYE income suggests that incomes have only risen by 4%.
Overall, the weighted figure of PPM customers represented in the survey is 12% (556 weighted figure). Of these PPM customers, 28% have self-disconnected because they couldn’t afford to top up in the past year. Of the 28% who self-disconnected, 21% said they are typically disconnected for over 12 hours.
The advice tips included above are only for people who get their energy from mains gas and electricity suppliers. The Citizens Advice website has advice for people who use oil, LPG, coal or wood to heat their home. For further advice and support, visit the Citizens Advice website or speak to an adviser for free, confidential advice.
Citizens Advice is the people’s champion - supporting people across England, Wales and the Channel Islands through: the national charity Citizens Advice; the network of independent local Citizens Advice charities; and the Citizens Advice consumer service.
Our network of charities offers impartial advice online, over the phone, and in person, for free.
Citizens Advice helped 2.71 million people face to face, over the phone, by email and webchat in 2024-25. And we had 44 million visits to our website. For full service statistics see our monthly publication Advice trends.
Citizens Advice service staff are supported by more than 19,500 trained volunteers, working at over 1,900 locations across England, Wales and the Channel Islands.
Citizens Advice is the statutory consumer advocate for energy and postal markets. We provide supplier performance information to consumers and policy analysis to decision makers.
Citizens Advice consumer service can help with consumer issues like broken or faulty goods, or problems with energy, heat networks or post. You can get advice from the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 for Welsh language speakers.