For Individuals

Help that they can provide includes ‘friendly-hours’ credit, additional support credit or emergency credit. You should tell your supplier straightaway if you can’t top up your meter for any reason.

If you have debt to repay on your meter, your supplier should work with you to create an affordable debt-repayment plan. Ofgem requires energy suppliers to consider customers’ circumstances and ability to pay when agreeing a debt-repayment plan.

If you can’t agree on a way to pay, get help from Citizens Advice. You can contact their helpline for free, who may be able to refer you to their Extra Help Unit if you feel overwhelmed or are unable to deal with your supplier on your own because of personal circumstances. Helpline details can be found on the Citizens Advice website.

Warm Home Discount is a £150 payment towards your energy costs and is available across Great Britain to certain households and further details will be available in winter 2022. Different schemes and eligibility criteria exist In England and Wales, and Scotland:

• In England and Wales you will automatically be enrolled if you are eligible and this will be confirmed by your supplier
• In Scotland, if you’re eligible for Core Group you will be notified by government or your supplier; if you’re not eligible for Core Group you should contact your supplier to see if you’re eligible for Broader Group.

Knowing what to ask about, or what information you’ll need when talking to your supplier can make a big difference and can help them to help you much more easily.

Here are some ways your supplier can help you get the most out of your account.

• Seeing if you’re on the right tariff for you
• Seeing if you’re on the best payment method for you
• Helping you if you’re behind with your energy bills
• Helping you understand your bills and your meter
• Helping you if you can’t top up your meter
• Seeing if you could be offered any other helpful services
• Seeing what support could be offered if your circumstances have changed recently

Priority Services

There may be extra support available to you, so do tell your supplier if:

• Your circumstances have changed
• You need more time to pay
• You or someone living with you is elderly, has a disability, has young children, or a long term illness (including relying on an electricity supply for medicine or equipment).

They can help you find the right support or organisations who can help your situation.

Many suppliers have a Priority Services Register which may also be able to help you with any communication, access and safety needs. It’s free of charge.

Appliances that burn fuels, such as gas, coal, oil and wood can produce CO if they have not been properly installed or regularly serviced to ensure they’re not faulty. Ensure there is adequate ventilation – flames need air to burn properly. Chimneys and flues should also be checked and swept.

As an extra safeguard buy and fit a CO alarm bought from a reputable supplier (e.g. supermarket or DIY store) and ensure it meets the BS EN 50291 standard. Landlords are required by law to install carbon monoxide alarms in any room that includes coal or wood burning fires and stoves. It is also advisable that they install CO alarms for gas appliances as well.

If you suspect Carbon Monoxide:

• Turn off the appliance
• Open windows and doors
• Get everyone to leave the property
• Call the National Gas Service on 0800 111 999. If someone feels unwell call 999 or go to your nearest Accident and Emergency department. Even if someone is not feeling unwell it is advised that you contact your GP and advise them that you may have been exposed to CO and ask for an immediate blood test. Breath tests are also possible, but it is thought that blood tests are more accurate.

The main signs and symptoms of CO poisoning include:

• Headaches
• Dizziness
• Tiredness
• Breathlessness
• Nausea

Please be aware that CO leaves the breath and blood quickly in a survivor breathing fresh air or oxygen, so a negative result for CO does not necessarily mean you have not been poisoned.

If you have had work done by a Registered Gas Engineer (RGE) in the last six months you can ask the Gas Safe Register (GSR) to send an inspector to test the gas appliance for CO. However, the GSR will ask the same RGE to attend and if you are a tenant, the GSR will ask the landlord’s permission to test for CO.

You can find a RGE yourself from the Gas Safe Register to check the appliance that you suspect is leaking. See Gas Safe Register. However, to test an appliance for CO you will need a RGE qualified under CMDDA1, so it’s best to contact the Gas Safe Register, tell them your post code and ask them to find someone qualified to do this.

Alternatively, you can just have your gas appliances serviced but this will destroy any evidence you could obtain to prove you’ve been poisoned. Medics may dismiss the possibility of exposure to CO unless you have proof. If you are injured by CO, you need proof of exposure to CO, injury and where the CO was coming from, before you can make a successful legal claim.

Government Payments

These are payments made directly to you by the government if you meet certain eligibility criteria.

• Cold Weather Payment

This is an extra payment if you’re receiving certain benefits. If eligible, you’d receive it if the temperature in your area is recorded as, or forecast to be, 0^oC or below for 7 consecutive days.

• Winter Fuel Payment

Provides tax-free support to help pay your heating bills if you were born on or before a given date. It’s usually paid automatically if you get the State Pension or another social security benefit – not Housing Benefit, Council Tax Reduction, Child Benefit or Universal Credit.

To find out more and check if you qualify visit: gov.uk/winter-fuel-payment/overview

Citizens Advice

The Citizens Advice consumer service offers free, confidential and impartial advice on a range of topics, including energy.

They can help with things like:

• How to switch supplier
• What to do if you’re struggling to pay your bills or are in debt
• Saving money on your energy bills
• Advice on other areas including benefits problems, debt and money

Contact them

Visit: citizensadvice.org.uk/consumer/energy/

Call: 0808 2231133^†

Textphone: 118001 / 0808 2231133

Open Monday to Friday 9am to 5pm.

National Debtline

Run by a national charity the Money Advice Trust, National Debtline gives advice on important debts such as rent or mortgage arrears and support if creditors take court action. National Debtline also helps people budget better and looks for ways to increase their income.

National Debtline is free, confidential and independent.

Contact them

Visit: nationaldebtline.org

Call: 0808 808 4000^†

Open Monday to Friday 9am to 8pm.

^† Calls to 0800 and 0808 numbers should be free from all mobiles and generally free from all landlines.