Extending Support for Households in Financial Hardship

Colder months and higher energy bills are leaving more families facing mounting debts and complex financial worries. Accessing the right support early is essential to prevent situations from escalating into long‑term financial hardship. However, many customers experiencing energy debt also face wider money management challenges, making coordinated support critical.

• A dedicated referral scheme giving quicker access to tailored debt advice.
• Direct support including British Gas Energy Trust debt write‑off schemes, emergency prepayment top-ups, and wider customer assistance programmes.
• Income maximisation tools such as benefit checks, budgeting resources, and digital debt‑management support.
• A joint national outreach campaign targeting some of the UK’s most deprived communities.
• An embedded StepChange specialist within the British Gas Specialist Debt Care team to strengthen best practice, guide complex cases and drive improved long‑term customer outcomes.

Through this enhanced collaboration, around 18,000 additional British Gas customers will now benefit from improved access to specialist debt advice and wider financial support.

• Faster, more empathetic support, with customers seamlessly transitioned between British Gas and StepChange.
• Earlier intervention, reducing the risk of spiralling debt.
• Long-term resilience, with customers gaining new tools to manage finances confidently.
• A consistent, holistic experience delivered by two organisations working closely as one team.