If you're having difficulty paying for you energy bills, contact us as soon as possible on 0345 222 2525 and we can discuss how we can help you. We can assess your situation and advise you on the best payment option that could work you. 

Here are a couple of ways we may be able to help you: 

  • We can look into the most convenient payment method and plan for you, based on what you can afford. 
  • We can offer you advice on how you can reduce your energy usage at home, to lower your overall energy bill. 

There are several independent organisations that can support you if you’re having trouble paying your energy bills.

Fuel Direct - this is a government scheme that arranges for your energy bills to paid out of benefit payments. 

StepChange Debt Charity - they help people overcome debt. You can contact them for free on 0800 138 1111. 

National Debtline - an independent charity dedicated to providing free debt advice to people across England and Wales. You can contact them on 0808 808 4000 or visit mymoneysteps.org for free online advice.

 If you're concerned about paying, it's very important that you get in touch with us - we are here to help and having some additional information about your circumstances can help us to find the right solution for you.

For example, it's important to know if you are on our Priority Services Register or if you are eligible for it.

Disconnection
In some cases, customers may fall behind on their payments and we may not be able to get in contact to arrange a payment plan or additional assistance. Legally, there are certain circumstances where we may be allowed to disconnect your supply but we would consider this a last resort to be used when all other avenues have been exhausted. 

There are also certain types of customer and situations where we would never consider disconnection as an option. We will never disconnect your supply during winter (1 October to 31 March) if you're a pensioner living alone, or living only with others of pensionable age or aged under 18. We will also never disconnect a household where someone is disabled or chronically ill (regardless of age) during winter. For example, this might apply if you rely on electrical equipment that must be constantly left on for your medical needs.

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