Having difficulty paying?

Advice and assistance

If you're worried about paying it's really important that you talk to us - we're here to help.

Sometimes things don’t always go to plan which means you might have difficulties paying your bill - we understand that these things happen. When you contact us we’ll do our very best to offer you a solution that meets your needs and allows you to continue getting your energy supply from us whilst keeping your debt as low as possible. We'll always take into account your ability to pay.

Finding the right solution for you: There are a number of ways we can help you or help you identify the right place to go to get support . There are a number of ways that you can help too. You can:

• Give us regular meter readings to ensure your bill is accurate.
• Keep talking to us if your situation changes.

To help you, we can:

• Install a pre-payment meter, which will help you budget effectively and help repay any outstanding debt at an rate that we  agree, whilst giving you tools to help manage and reduce your ongoing energy usage. If it’s not safe or practical to fit a smart pre-payment meter, we can agree a debt repayment plan based on regular instalments and taking into account your specific circumstances.
• Offer you energy savings advice to help reduce your ongoing usage. Click here for more info. 

We can also help you identify free independent advice from agencies such as:

• Citizens Advice Bureau
• Money Advice Service
• Money Advice Trust
• National Debtline
• Pay Plan
• Stepchange

If you seek support we'll give you the appropriate breathing space and stop all debt collection related activity for a period of time to allow you to identify the right solution.

Alternatively, if you receive means-tested benefits, you may be able to pay for your energy arrears using a scheme called Fuel Direct. You can find out more about this by contacting your Jobcentre Plus (or your pension centre). You’ll need to be receiving at least one of the following benefits: Income-related Employment and Support Allowance; Income Support; Pension Credit; or Income-based Jobseeker’s Allowance.

Get in touch

If you're finding it difficult to pay your bill please get in touch as soon as you can.