Getting Help With Debt
This article explains what support is available if you are struggling to pay your heat bills. Acting early can help you avoid further action.
If you are struggling to pay, please get in touch with our Customer Service Team as soon as possible to discuss your options.
There are several ways to make payments and manage your account. See our How to Make A Payment for full details.
Repayment Options
If you’re struggling to pay, we may be able to:
Set up Regular Payments to make your ongoing charges more manageable.
Discuss your usage patterns and offer energy efficiency advice to help
Arrange a Repayment Plan to spread your outstanding balance into manageable instalments.
Do this without affecting your credit score or adding interest to your bills.
Important: We want to help where possible. However, failure to pay bills on time may result in:
Your landlord or building management being informed of the outstanding debt.
Debt being added to your home’s Service Charges.
A requirement to pay for your heat energy in advance for a period of up to 12 months.
Independent Support
If you need additional help, independent organisations can provide advice and guidance:
The Fuel Bank Foundation (for PAYG customers)