Having difficulty paying?

If you’re having difficulty making your energy payments, please contact us as soon as possible on 0808 164 1088 so we can discuss how we might be able to help you.

Once you’ve told us you’re having difficulties making payments we can advise how to use your energy more efficiently and may be able to offer solutions that include:

1. Short term deferment of payment
2. Agreeing a debt repayment plan
3. Agreeing a regular instalment plan for future bills
4. Potentially arranging for payments to be taken directly from your benefits using the Fuel Direct Scheme, if you are on certain means-tested benefits

If you don’t have a prepayment meter and have declined our proposals to assist you in finding a payment solution, then we may offer to install a prepayment meter where it is safe and reasonably practicable to do so.

We’ll try everything in our power to contact you and resolve your issue before we consider disconnecting your supply, and won’t disconnect you in winter if you are on our Priority Services Register.

We’ll do everything we reasonably can to help, however we have the right to disconnect your supply as a last resort once we’ve exhausted all other options. In addition, we’ll report missed payments to credit reference agencies, which may make it harder for you to get credit in the future.

If you’re having financial difficulties, these sites might be help you: 

National Debtline

Citizens Advice

Debt Advice Foundation