Struggling to pay?

The heat is on

We're here to help

Don't be tempted to put off getting in touch with us, the sooner we know you're struggling the easier it'll be to help you to get back on track.

If you're having trouble paying call our Customer Care Team as early as you can to discuss your options. We'll do our best to help you, including offering a repayment plan if necessary. We can also help by suggesting ways for you to reduce your consumption by making small changes to the way you use your heating system.
Please contact us today:

0330 324 0018 (local rates apply)
Monday to Friday 8am-5pm.

Looking for independant financial advice?

For advice on managing your finances you might like to contact Money Helper. Money Helper is an independant service setup by the Government to help people make the most of their money. They give free unbiased money advice to everyone across the UK - Online, over the phone and via webchat.

Call Money Helper for free on:
Telephone: 0800 138 7777
Typetalk: 18001 0800 915 4622
Visit their website to use their web chat facility:
Opening times:
Monday to Friday 8am to 6pm
Saturday 8am to 3pm (web chat only)
They're closed on Sundays and Bank Holidays.

Step change are a debt charity providing free debt advice online to help get your finances back on track. They will provide support for as long as it's needed.

Citizens Advice Bureau
if you'd prefer, you can contact your local Citizens Advice Bureau. Citizens Advice are a network of independant charities offering confidential advice online, over the phone and in person, for free.
Call Citizens Advice on their Adviceline open Monday to Friday from 9am to 5pm
0800 144 8848 (advice line) or 0800 240 4420 (debt line)
Visit their website to use their web chat facility
available Monday to Friday from 8am to 7pm
Find your nearest Citizens Advice Bureau on their website

National Debt Line
A charity providing free and independent debt advice over the phone and online.
0808 808 4000
Monday to Friday 9am-5pm

Visit their website for more infomation

Fuel Bank Foundation
A charity that works with selected foodbanks and advice agencies to provide people with the breathing space they need to get back on their feet.

Contact them online using their website

Winter fuel bill savings and discount schemes

If you’re struggling to afford your energy bills, there are several schemes available to help you.

  • Warm Home Discount Scheme
    Check if you are eligible for the Warm Home Discount Scheme. The scheme is open to people who get the Guaranteed Credit element of Pension Credit or those who fulfil their energy supplier’s low-income criteria. To find out more, please visit the government's website dedicated to the Warm Home Discount Scheme. You will receive your payment from your electricity provider, but it is designed to cover both your heating and electricity use.

  • Winter Fuel Payment
    If you were born on or before 5 October 1954, you could get between £100 and £300 to help you pay your heating bills. You usually get this Winter Fuel Payment automatically if you are eligible and get the State Pension or another social security benefit (not Housing Benefit, Council Tax Reduction, Child Benefit or Universal Credit). If you are eligible but don't get paid automatically, you will need to make a claim.

  • Fuel Vouchers
    Fuel vouchers are designed to help people who are struggling to pay their energy bills, depending on eligibility and availability.
    Different organisations may be able to issue them, including some local Citizens Advice and/or energy advice organisations.

  • Cold Weather Payment
    If you receive Pension Credit, Income Support, income-based Jobseeker’s Allowance, income-related Employment and Support Allowance, Universal Credit or Support for Mortgage Interest, you might be eligible for £25 for each seven-day period of very cold weather between 1 November and 31 March. After each period of very cold weather in your area, you should get a payment within 14 working days. It is paid into the same bank or building society account as your benefit payments. Visit the government’s website dedicated to Cold Weather Payments to find out more.

Save energy in the home

Keep your home warmer by shutting doors, turning down the thermostat in rooms you don’t often use, closing curtains or blinds at night and using draught excluders. To discover more ways to save money by saving energy in the home, read our tips here.

Grants to help you pay energy debts

If you are in debt to your energy supplier, speak to them to see if they offer grants or can offer you a payment plan to help pay it off. To find out which suppliers offer grants, please visit the Citizens Advice website. You may also be eligible for a local energy grant. Visit the Simple Energy Advice website to learn more.