Step 1
Contact your supplier early
Guide
Cannot pay your energy bill?
The first steps to protect your supply, reduce pressure, and agree a realistic plan.
At a glance
What to do today
Step 2
Ask for an affordable payment plan
Step 3
Check grants and council support
Urgent actions
How to protect your supply
Call your supplier and state clearly that you are struggling to pay.
Ask for a hold on collections activity while a plan is discussed.
Request support based on vulnerability if anyone in your home has additional needs.
Keep a record of every call, promise, and reference number.
Your rights
What suppliers should offer
Suppliers are expected to consider your ability to pay and offer realistic repayment options. You can ask for a breakdown of your balance, meter reads, and billing history if anything looks wrong.
If you cannot agree, use the supplier complaints process first, then escalate to the Energy Ombudsman if needed.
Energy Ombudsman
Free, independent service for unresolved complaints. Use after 8 weeks if your supplier has not resolved the issue.
Phone: 0330 440 1624
Monday to Friday, 8am to 6pm
Citizens Advice consumer helpline
Free, impartial energy advice and complaints support.
Phone: 0808 223 1133
Extra help
Support you can combine
Supplier hardship funds
Grants to clear or reduce energy debt, available from most major suppliers.
Read the guide →
Household Support Fund
Local council funding for households struggling with essential costs including energy.
Read the guide →
Priority Services Register
Free extra protections from your supplier if you are vulnerable or have additional needs.
Read the guide →
Debt advice from Citizens Advice or StepChange
Free, confidential debt advice to help you manage arrears and negotiate with suppliers.
Read the guide →
Your supplier
Find your supplier's hardship contact
If you are struggling to pay, contact your supplier directly as a first step. Select your supplier below to see their dedicated hardship contact details.
FAQ
Cannot pay bill questions
Can my supplier disconnect me if I cannot pay?
Domestic disconnections are very rare and tightly restricted. Suppliers are expected to agree affordable repayment arrangements and provide extra protections for vulnerable households.
Should I ignore payment reminders if I am overwhelmed?
No. Contacting your supplier early usually gives you more options, including temporary payment plans and access to hardship support.
Can I ask for a lower repayment amount?
Yes. Repayments should be affordable after essential living costs. If an offer is unrealistic, provide a budget and ask for a formal review.
Can I switch supplier with energy debt?
Sometimes. Debt can limit switching options, especially with prepayment meters, but specialist debt advice can help you explore available routes.
Key terms explained
- Payment plan: An agreed schedule with your supplier to pay current usage plus some debt over time at an affordable rate.
- Vulnerability: Circumstances such as age, disability, illness, or financial hardship that can trigger extra supplier protections.
- Prepayment meter: A meter where you top up credit in advance. If credit runs out, supply can stop until topped up.
Check the other support you may be entitled to
Use the support finder to see which schemes may apply to your household, then read the relevant guides for application steps.
Use the support finderWhile you are reviewing your energy costs, it may also be worth checking whether a cheaper tariff is available at your postcode. Compare at Utility Matchmaker →