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Help when you need it

What you can do when you're struggling to pay

If you, or someone you care for, are struggling to pay an energy bill let us know as soon as possible.

Call us on 0345 052 0000 (Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays) and we can talk about the ways we can help you. 


It starts with a chat

We really want to help and understand what the problem is, so when you phone please tell us if:

- Your circumstances have changed.
- You need more time to pay.
- You or someone in your house is elderly, or have a disability or       long term illness.

We'll talk to you about your situation so we can offer the best advice. 

Ways we can lend a helping hand

Once we understand we'll try and find a way to help that's tailored to your circumstances. We can:   

- We’ll work with you to set up a payment plan that takes into account your situation and your ability to pay. If you stop paying us, we’ll contact you to see how we can help. This can now include the option to pay your final bill by fixed monthly Direct Debit.

- Check if you can get help from the Fuel Direct scheme if you're on benefits and collect a weekly amount directly from your benefit pay.

- Make your budgeting easier by fitting a  smart meter and switching you to Smart Pay As You Go. You can top up your meter in advance          with an amount you choose. We'll only fit a smart meter if we can in your area and where it's safe and practical for you to use one. If a smart meter is not an option for you we'll also check if a prepayment meter would be more suitable.

- Provide advice to help you save energy and money. 

Organisations that can help

Debt advice

National Debtline or call Monday to Friday from 9am to 8pm on 0808 808 4000.

Citizens Advice or for England call 0808 223 1133, for Wales call 0808 223 1144.

Money Advice Service or call 0800 138 7777.

StepChange Debt Charity or call 0800 138 1111.

Christians Against Poverty (CAP) is a free service to help with debt, regardless of religious beliefs.

Energy saving advice

Energy Saving Advice Service have advice on energy efficiency and reducing energy bills. You can call them on 0800 512 012.

The Energy Saving Trust also have lots of advice on saving energy and cutting your bills.  For England, Wales and Northern Ireland send an email. Scotland call 0808 808 2282.




What happens if you don't contact us and don't pay

We want to help you, so it’s really important that you tell us if things have changed. We’ll only disconnect your energy supply as a last resort.

We’ll never limit how much energy you can use. We won't disconnect you in winter if:

  • You're of pensionable age and live alone or only with people who are also of pensionable age or under the age of 18. 
  • You or someone you live with is of pensionable age, disabled or chronically sick.


Keeping you warm for less

Finding ways to help you pay for your energy doesn’t stop here. Why not see what else we can do to keep costs down.


See how we can help