Struggling

Can’t Afford Your Energy Bills? Here’s What to Do

Find out which energy support schemes could help with your energy bills and what your energy supplier must do.

What to Do If You’re Struggling to Pay Your Energy Bills

Energy bill help and your rights

Energy suppliers have legal obligations to support customers who are struggling to pay their gas and electricity bills. If you are falling behind on your energy bills, contact your supplier as soon as possible rather than ignoring the problem. Acting early can help you agree a manageable payment arrangement and access any support you may be eligible for.

Step 1: Contact your energy supplier immediately

Tell your supplier that you are struggling to afford your energy bills and ask what support is available. Explain your circumstances clearly and ask about options such as a repayment plan, a review of your Direct Debit, access to hardship support or other help with energy debt.

 
📞 What to say
"I'm calling because I'm struggling to pay my energy bills. I'd like to discuss support options, set up an affordable repayment plan, and be added to your Priority Services Register."

Step 2: Join the Priority Services Register (PSR)

The Priority Services Register (PSR) is a free service provided by energy suppliers and network operators for customers who may need additional support. You may be eligible because of your age, disability, medical condition, pregnancy, young children or other personal circumstances. Depending on your situation, PSR support can include priority communication, extra help during power cuts, accessible bills and advance notice of planned interruptions. Eligibility and support can vary between suppliers and network operators.

Step 3: Apply for energy grants and financial support

  • Warm Home Discount — Eligible households can receive £150 towards their electricity bill during winter. The scheme has specific eligibility rules and operates on an annual basis.
  • ECO4 — Eligible households may receive fully or partially funded insulation, heating and energy efficiency improvements, depending on the property and household circumstances. The current ECO4 scheme runs until 31 December 2026.
  • Energy supplier hardship funds — Many major energy suppliers operate hardship funds, grants or support schemes for customers struggling with energy debt or household bills. Contact your supplier directly and ask what financial assistance is currently available.
 
✅ You cannot be disconnected without notice
Suppliers must give advance written notice and multiple opportunities to resolve debt before disconnecting supply. Disconnection in winter (October to March) has additional restrictions for vulnerable households.