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For Individuals
Juggling finances and managing an energy account can be tricky.
Our advice can help you to get on top of things.
I need help now – what do I do?
If you’re struggling to pay your bills or top up your prepayment meter, call your supplier straight away, the number should be on your bill or statement.
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
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Can someone else speak for me?
Yes. Just have them with you when you call as you may need to give permission for your supplier to talk to them.
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.
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How can I stay in control of my energy account?
There are a number of services which can help to make staying in control of your energy account as easy and stress free as possible. This could be making sure you’re on the right tariff, or just receiving your bills in a different format.
Need more help?
We have partnered with famous food writer and poverty campaigner Jack Monroe, to share with you her meals that can be made on a tight budget.
Could I be eligible for some extra financial help?
There are schemes to help if you’re in debt or if you need extra help or support in any way. There are also some government payments that you might be eligible for.
Many suppliers have helpful schemes for their customers who are struggling to pay for an energy debt and may also have schemes for customers who require a household appliance to replace one that’s broken or in poor working condition. There are also some government payments that you might be eligible for.
It’s best to contact your supplier to find out what support is available and for eligibility criteria, or
Visit: Charis Grants or Auriga Services
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, 0oC 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
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Can I get help from other national or local organisations?
Many other organisations offer help – from energy-saving advice to managing money – or just general information about whatever’s worrying you.
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.
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How can I improve my energy efficiency?
Make a few small changes to your everyday habits and you could benefit from cost savings on your bills.
Just making a few changes to reduce the amount of energy wasted could both reduce the amount of energy you use and lower your energy bills.
No cost
Switch off lights that aren’t being used
Reduce the number of appliances on standby
Use the economy button on washing machines and other appliances
Low cost
Draught proofing
Loft insulation
Domestic hot water cylinder jacket
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We want to spread the word and get others to join us so that we can tackle these issues together and campaign for change.
We want to spread the word and get others to join us so that we can tackle these issues together and campaign for change.
Our key aims
PREVENT
To improve mental and physical health by preventing energy self-disconnection
RECOVER
To give people in crisis the breathing space to get back on their feet
SUPPORT
To enable more people to access longer term support
CHANGE
To raise awareness for the heat or eat dilemma and bring about energy system change