British Gas extends partnership with StepChange to support customers struggling with energy debt

^{11 September 2025}

British Gas has extended its funded partnership with StepChange, the UK’s leading debt advice charity, to provide quicker, more direct access to support for customers struggling with debt.

An estimated 18,000 additional British Gas customers will now be expected to benefit from this partnership, receiving tailored, expert advice over the winter period and beyond.

In the past 12 months alone, the partnership has already supported more than 25,000 customers. StepChange is the UK’s largest provider of free debt advice and solutions, helping hundreds of thousands of people every year who are facing problem debt and money worries.

From 6th October, customers will benefit from a dedicated referral scheme, which will include vital resources such as debt write off schemes through British Gas Energy Trust and emergency top ups for prepayment customers, as well as other customer support schemes.

Customers will receive help to maximise their income by identifying unclaimed benefits, alongside access to budgeting tools, available support schemes, and award-winning expert debt advice, delivered both digitally and through StepChange advisors.

Alongside the customer referral scheme, British Gas and StepChange will partner on a joint national outreach campaign to help bring advice and assistance to some of the most deprived communities.

A new StepChange specialist will be integrated within the British Gas Specialist Debt Care team, to provide guidance and best practice on debt advice and the debt advice landscape. Using the expertise and skills to deliver the best customer outcome to our vulnerable customers. This role will support the implementation of initiatives and changes that improve long-term outcomes for those facing energy debt.

Fiona Cameron, Director of Customer Vulnerability at British Gas, said:

"We know many households across the UK are facing increased financial pressures, and we want to provide vulnerable customers as much support as possible.

"Our partnership with StepChange allows us to strengthen the support we already provide for our customers to ensure we can help those who need it most. By joining forces, we’re not only helping households manage debt, but also giving them the tools to build greater financial resilience.

"Embedding a StepChange colleague directly into the British Gas vulnerable customer team puts people at the heart of our partnership. It brings us closer to the people who need us most, enabling faster, more empathetic responses and a seamless experience across organisations."

Gail Arkle, Chief Growth Officer at StepChange, said:

"The extension of our partnership with British Gas comes at a critical time as millions of households face mounting debts, with colder months and higher energy bills looming. We know that these pressures have been particularly challenging for our clients during the last few years, and it’s vital that more people have early access to expert debt advice and support.

"Our partnership aims to reach households facing financial difficulty earlier, providing them with tailored debt advice, and connecting them with practical solutions that ease the immediate pressure. This partnership will not only ensure more people get the support they need, when they need it, but will also enable them to build long-term financial stability which can prevent problem debt from reoccurring."

British Gas has committed £140 million to help customers since 2021 through its energy debt grants, which is the biggest voluntary support package from an energy company.

To find out more about the support available, visit: The British Gas Energy Trust - help with energy debt & more.