Struggling to pay your energy bill: the help you can ask your supplier for
Published · 3 min read · Figures checked . UK rules and rates change, so check the official sources below before you act.
Falling behind on gas or electricity bills worries many households. This guide explains the help Ofgem says you can ask your supplier for, how prepayment meters fit in, and where free advice and complaints routes sit.
Who this guide is for
This is general information for people with a home energy account in Great Britain who are worried about paying. Rules for businesses and microbusinesses are different and are not covered. It is not advice for your own situation. The details below were checked on Ofgem and Energy Ombudsman pages on 14 October 2026.
What you can ask your supplier for
Ofgem, the energy regulator, lists several kinds of support you can ask your supplier about. You can ask by phone, online or in writing, and contact details are on the supplier's website and on your bills.
- A payment plan, a payment break or a reduction in your payments
- A review of what you currently pay, including any repayments towards a debt
- Access to hardship funds
- Information on schemes or grants for energy costs, paying off energy debt, or home energy-saving improvements
Many people find that contacting a supplier early, before a bill goes unpaid, gives more room to agree something. If you do not get enough support, Ofgem says you can complain about your supplier.
If you have a prepayment meter
Ofgem says suppliers must offer extra credit if you cannot afford to top up. This is emergency credit, and you have to repay it at your next top up. Ofgem also says suppliers must offer help, such as extra credit, to customers in a vulnerable situation. The page does not give amounts or time limits, so these vary by supplier and meter.
Ofgem also says your supplier must work with you to agree a payment plan you can afford.
Prepayment meters fitted without permission
Ofgem says a supplier can fit a prepayment meter without your permission if you are building up debt and have not responded to their offers of help. Checks and rules apply to this. Ofgem sets these out on a separate page, which is worth reading if a supplier mentions fitting one. Moving a meter yourself is illegal, and if a meter cannot be moved the supplier must replace it with a different type.
Help with debt
If energy bills are one of several debts, MoneyHelper offers free information and advice. Ofgem also points to temporary protection from creditors, which stops them taking action to recover what you owe. In England and Wales this is Breathing Space (the Debt Respite Scheme). In Scotland it is a debt moratorium. Which route applies depends on where you live.
If you cannot agree with your supplier
You can complain to your supplier first. The Energy Ombudsman says to allow your provider 8 weeks to put things right before raising a dispute with it. If the provider sends a deadlock letter sooner, you can go to the Ombudsman before the 8 weeks are up. The Energy Ombudsman describes its service as free and impartial. It can ask a company to take practical action, apologise or pay a financial award, but it cannot fine companies.
Other local help
Your local council may also offer support. The UK government, the Scottish government and the Welsh government each have information on help with home energy bills, depending on where you live.
Check before you act
Support schemes, supplier duties and helpline details change from time to time. It is worth confirming the current position on the official pages linked below before relying on anything here.
Sources
For information only. See our disclaimer and editorial standards. Spotted an error? Tell us.
