I’m having problems paying for my gas and electricity – what can I do?

Firstly, don’t panic! But do get in touch as soon as you can so that we can help you. Speak to one of our customer services team free on 0800 169 0220 between 8am and 8pm Monday to Friday or between 9am to 5pm on Saturday. They’ll find out more about your situation, listen to you concerns and advise you on the payment options that could work for you.

These are likely to include options such as fitting a Pay As You Go prepayment meter, discussing a debt repayment schemes or Fuel Direct.

We will always consider a customer’s ability to pay when calculating instalments, giving consideration to:

  • Any relevant information provided by third parties.
  •  The value of all of the charges recovered through Pay As You Go if you are already using a Pay As You Go meter.

We can also provide useful advice on how you could reduce your bills by using your energy more efficiently.

There are also several independent organisations that can give help and advice:

National Debtline is a free service offering debt advice. Call Monday to Friday from 8am to 6pm, or Saturday from 9.30am to 1pm on 0808 808 4000.

Citizens Advice is a free advice service for consumers. In England call 03444 111 444, in Wales call 03444 772020 and in Scotland call on 0808 800 9060.

Money Advice Trust is a charity that helps people to tackle debts and manage their money wisely.

StepChange is a charity offering free advice to help people overcome their debt problems. Call 0800 138 1111.

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