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Good practice guide: Supporting people in energy debt

27 January 2021

Good practice guide: Supporting people in energy debt [ 450 kb]

Energy debt, prepay self-disconnection and rationing energy use are not isolated problems; income insecurity, poor energy efficiency and household debt are all contributing factors.

This means that a range of organisations, in the private, public and charitable sectors all have a role to play in supporting people in debt. Suppliers, though, have a vital role in helping struggling customers by identifying when they need help, engaging with them and supporting them to repay sustainably.

This guide is based on insight from our consumer service and Extra Help Unit, research by Citizens Advice and others, and interviews with a range of energy market stakeholders.

Our good practice guides are designed to help energy suppliers and other stakeholders improve the support provided to their customers. While primarily aimed at energy suppliers, this guide is also helpful for heat network providers, network companies and other stakeholders in the energy sector.