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Help with rising gas and electric bills

Can't pay your bills? If you’re worried about not being able to keep up to date with payments or you already have arrears on your energy bills, we’re here to help.

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With rising gas and electricity prices, changes to Universal Credit and the ongoing financial impact of the pandemic, it’s not a surprise that many people are struggling to pay their energy bills.

Energy arrears are priority debts. We can work with you on a plan to make the repayments and avoid being disconnected. Or, if you’re unable to repay your energy arrears, we will recommend ways to write off your debts. Get debt help online now.

We’ve put this guide together to help you deal with your energy suppliers, find more affordable deals, make sure you’ve been charged correctly and pay arrears.

My energy company has collapsed. What should I do?

If your energy supplier has gone into administration, another company will be taking over their accounts. Unless you're advised otherwise, it's recommended you carry on as you are and don't try switching at this time.

Your supply will continue as normal, so the advice is to do nothing. This means you should carry on paying your direct debit or topping up your prepay meter.

If you’re in credit to them, they still owe you this money and it is protected by the Consumer Credit Act.

You still owe the money, so carry on with any payment arrangements you have for the time being.

No, you won’t notice any changes. The only difference is that another company is managing the accounts on behalf of the energy company that went bust.

You’re probably on the best deal you can get now, so don’t be tempted by firms scaring you by saying prices will rise. It’s best to carry as you are while this gets sorted out.

You might still be able to access the account for your energy supplier, so download or take a screengrab of your latest statement.

It’s a good idea to take a meter reading as well.

Ofgem are in charge of finding the best deals for customers of energy companies that have collapsed. Visit their website for more information.

I can’t switch energy suppliers and I’m worried about not being able to pay – what can I do?

Switching energy suppliers can be the quickest way to lower your energy costs, but that isn’t an option for everyone. If you’re unable to move to a better deal, you’ll need to make savings so you can keep up to date with your energy bills.

Like your rent or mortgage and council tax, you need to make these payments, ahead of repaying credit cards, or other consumer credit. Find out more about which bills to pay first.

3 steps to follow if your energy bills are becoming unaffordable

1. Look at your monthly budget: income, spending and debt repayments

Make a budget to work out how much money you have left over each month after paying your usual household bills. See if you can make savings in any areas. Follow our guide on how to make a budget.

2. Make savings and increase your income

You might not be able to switch energy providers, but maybe you could get a better deal on your phone or broadband? There could be ways to increase your income and there may be benefits and council tax reductions you’re entitled to. Read our guides to saving money and increasing your income.

3. Don’t wait to get help if you’re struggling

We can help you work out the best ways to deal with your energy bills and any debt you might have. Find out more about how to get debt help.

I can't pay my bills. FAQs about gas and electricity arrears

Large bills are rarely the result of a faulty meter. If you receive a bill that seems unusually high, you should check a few things first:

  • Is the current meter reading correct? If the bill's estimated, make sure you can provide a more accurate up-to-date reading to your supplier. Even if the current reading's higher and the new bill would be more, it’s better in the long term to make sure your readings are correct
  • Have your previous meter readings been correct? For example if the last bill was based on a low estimate, your current bill may be higher to ‘catch up’
  • Are you sure that the bill is for the same meter? There can be confusion about which meter should be read, especially if you live in a flat. You should note down the serial number and current reading on your meter and contact your supplier with these details. The meter serial number will be a mix of numbers and letters printed on the meter itself
  • Have you had any new appliances fitted? People often underestimate how much electricity some appliances, such as heaters, can use. Older appliances can also use a lot of electricity, especially if they’re faulty. Check the amount of units used in a day whenever a certain appliance is on, then turn it off for a day and compare the amount used

If you've checked all of these and you're still worried that your bill seems high, speak to your supplier for advice. You could also take a meter reading at the same time each day for a week to check your average daily usage, and have this information to hand when calling your supplier.

When an energy bill seems unreasonably high, many people consider switching utility suppliers. While this is an option you could consider, you may be able to stay with your current supplier and get a cheaper deal. Even though utility suppliers tend to offer discounts to new customers, you do have the right to contact your supplier and ask for the cheaper deal.

While regularly switching energy suppliers can help save money, you may wonder if you can stay with your current supplier and still get a better price on your bill.

Most energy suppliers offer cheap promotional deals to their new customers. As an existing customer, you can ask for that cheaper deal too. Go to the supplier's website and write down any deals you're interested in. You can then refer to them when talking to the sales team.

A good time to contact your supplier is near the end of your current contract. If the salesperson offers you a deal that’s not as good as you hoped, don’t be afraid to reject it. There may be other deals the salesperson could offer you, so make sure they tell you about everything that's on offer.

Because many people's bills have increased some energy suppliers are concerned that their customers might start struggling to pay them, especially when usage increases again in winter.

While you might only be slightly behind on your payments now, your supplier might think that you'll benefit from reviewing your budget with us to help stop your financial situation getting any worse.We can look at everything you're dealing with, including:

  • Other priority bills such as your mortgage, council tax and utilities
  • Living costs such as food, toiletries and clothing
  • Unsecured debts such as loans, credit cards and overdrafts

We can then give you budgeting advice and look at possible debt solutions for you, should you need this.

Once you become a client of ours, you’re given a client reference number. It's usually seven digits long. Energy suppliers will accept it as proof that you've been getting help with your situation.

We can’t give you a reference number unless you register your details with us. The number is then generated automatically as part of your debt advice or budgeting session with one of our advisors. Want to register with us? Get free advice online.

Ultimately, your energy supplier will need a deeper understanding of your situation. You can provide this either by going through a debt advice session with us or putting together a budget.

Your gas and electric bills are priority bills. A bill is classed as a priority when there are severe consequences to missing or being late on a payment.

If you don’t pay your gas or electricity bills, your supplier can collect the debt you owe using a debt collection agency. They can also get a court warrant to enter your home to fit a pre-payment card meter.

Any arrears will be added to the meter and a set amount will be deducted each week. This means you must pay the arrears at a set weekly amount or lose the supply. Your supplier can also remove the meter and cut off your supply, but this is rare.

If you receive benefits, the arrears could be deducted from your benefits using a scheme called third party deductions or Fuel Direct. Part of your benefits are paid straight to your energy supplier to help cover the arrears and your energy usage.

To find out more about Fuel Direct, contact Jobcentre Plus or your local pension centre if you receive pension credits.

You may also qualify for a grant from a charitable trust to help pay off your arrears. Visit the Turn2Us charity website for more information on how to apply for an energy grant.

In some circumstances, you can switch energy supplier even if your current supplier says you can't leave. If you're in debt to your supplier, whether you can leave or not will depend on how long you've been in arrears.

If you've been in arrears for 28 days or less, then you have the right to switch to another supplier. The money you owe will be added to your final bill with the old supplier.

If you've been in arrears for over 28 days, then you must pay the arrears off before you leave. An exception to this is if it's the energy supplier's fault that you're in arrears, for example if they made an incorrect estimation of your bill.

The rules are different if you pay in advance for gas and electricity usage via a payment meter. Payment meter customers can switch supplier if they owe less than £500 for gas or £500 for electricity. However, the new supplier will need to agree to take ownership of the debt as well as the supply. This is known as the ‘Debt Assignment Protocol’.

If you feel you've been treated unfairly by your energy supplier, you can raise a complaint with them following their complaints process. It's a good idea to think about how you'd like your complaint to be resolved, for example whether you'd like an apology or reimbursing.

If you're not satisfied with the outcome, you can escalate your complaint to Ombudsman Services. It's free to do so, and they'll review the evidence before making an impartial decision.

In April 2018, Ofgem ruled that energy suppliers couldn’t ‘back-bill’ their customers for energy that was used more than a year ago.

Back-billing is when suppliers estimate bills due to not having regular, accurate meter readings. Once they have the meter readings, the supplier might send a catch-up bill if the estimated amount was too low. The only exception to this ban is if a customer prevents an energy company from taking accurate meter readings, for example by refusing access to the meter to take a reading.

If this happens to you, and you don’t believe you owe this money, you do have the right to lodge a complaint with the company. If you don’t receive a satisfactory response, you can escalate your complaint to The Energy Ombudsman.

You must not ignore any letters that you receive about your energy bills, whether it’s from your current supplier or a previous one. Even if you disagree with the amount that you’ve been billed, there’s still a possibility that you owe some money.

If the company that sent the letter doesn't hear from you, they may consider pursuing enforcement action through the courts if you live in England and Wales or through the courts if you live in Scotland, which could further complicate the problem.

Smart meters are compact devices that you can display in your home. They have an easy-to-follow LED screen that accurately tells you how much energy you're using and how much it will cost. They also update your supplier each month, meaning that your bill is more likely to reflect your actual usage.

Many energy companies recommend smart meters as a way to help people save money on energy bills. If you make small changes to your energy consumption – e.g. switching off appliances when not in use, keeping the heating low etc. - you should see the benefits very quickly when checking your smart meter.

Visit the Smart Energy GB website for more information on smart meters and how they could help you reduce your energy bill.

If you're struggling to pay your gas or electricity bills, we can help you

If you're worried about paying your gas, electric or any other bills, find out what creditors and suppliers are doing to help.

Depending on your situation, you may also be able to get support with emergency or food costs

If you're already a StepChange client, we can continue to support you. Visit our contact us page to find out how to get in touch with us.

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