Energy costs

If you're finding it hard to pay your energy bills, speak to your supplier as soon as you can. Under Ofgem rules, they must offer support. This often includes setting up a payment plan that works for you.

There’s no need to panic. Your energy won’t be cut off. Suppliers can offer different types of help, such as:

• Reviewing your payment plan
• Setting up affordable repayment options
• Offering payment breaks (if suitable)
• Reducing payments
• Giving you more time to pay
• Providing access to hardship funds. click here to find out more about hardship funds (this is a link to another website)

Support is based on your personal situation, and any repayments must be affordable. So it’s important to get in touch with your supplier as early as possible.

If you're finding it hard to keep your prepay meter topped up and are at risk of losing supply, your energy supplier must offer help. Get in touch with them as soon as possible.

Here’s what they can do:

Emergency credit

Most suppliers offer small amounts of emergency credit. You’ll usually get £5 on your gas meter and £5 on your electricity meter. You can use this when your balance is low usually below 50p for electricity or £2 for gas. How you access it depends on your meter, so check with your supplier. You’ll need to pay it back when you next top up.

Friendly credit

You won’t be cut off during evenings, weekends or bank holidays if your meter runs out. This is called friendly credit. It helps when shops are closed and you can’t top up. You’ll need to repay what you use the next time you add credit.

Typical friendly credit hours are:

• From around 6pm to 9am Monday to Saturday
• All day Sunday
• Bank holidays

Times may vary slightly depending on your supplier.

Additional support credit

If you can’t afford to top up and are at risk of losing supply, you may be able to get extra support credit. This is usually for people in vulnerable situations, such as:

• Those of state pension age
• People with disabilities
• Anyone with a long-term health condition

Your supplier will decide how much support credit you can get and will work with you to set up a repayment plan based on what you can afford.

Even if you’re not in a vulnerable group, your supplier may still help. They could:

• Offer support credit
• Review any debts linked to your meter
• Give access to hardship funds

Support is offered on a case-by-case basis, so it’s important to contact your supplier early.

Extra protections

Ofgem has strengthened rules for prepay customers. Suppliers must now reach out to people who have self-disconnected because they couldn’t afford to top up. This includes help with repaying standing charges.

TheBritish Gas Energy Trust Individual and Families Fund offers grants of up to £1,500 to help with energy debt.

You don’t need to be a British Gas customer to get help. To check eligibility and to how apply for British Gas Energy Trust Individual and Families Fund, click here. (This link will take you to a new website in a new tab.)

How to apply

The application process can take a few weeks and you’ll need to provide details about your income, spending and debts. You must speak to a debt adviser before applying.

There are also charities that can help including:

• National Energy Action
• Home Energy Scotland
• Citizens Advice

British Gas also runs a similar scheme for its own customers, but this is currently closed to new applications.

Many energy companies offer hardship funds to help customers who are struggling with energy debt. These include:

• EDF Energy Customer Support Fund
• E.on Next Energy Fund
• Ovo Energy Fund
• Octo Assist Fund
• Scottish Power Hardship Fund

To apply, you must be a customer of the supplier. Like the British Gas scheme, the application process can take time and requires detailed information.

You’ll usually need to:

• Speak to a debt adviser before applying
• Complete a full budget showing your income and spending
• Provide proof of your income
• Explain how your debt built up
• Show how the grant will help you

Each supplier has its own rules. Some may ask if you receive certain benefits. Support is given based on need, so it’s important to apply early and give as much detail as you can.

If someone in your household is over  state pension age (66 or older) you may get help with energy costs through the Government’s  Winter Fuel Payment (this link will open in a new window.)

A Winter Fuel Payment is usually between  £100 and £300, but this year includes a one-off £300 top-up  as part of the cost of living support package. That means you could receive up to  £600.

Payments will be made  automatically  in  November or December  and will go into th same account where you receive your benefits.

The Warm Home Discount  scheme helps millions of households in the UK with energy costs during winter. Energy suppliers with more than 50,000 customers must support people who need help.

If you have a standard credit meter, the discount is not paid to you directly. Instead,  £150  is taken off your electricity or gas bill between  October and March. If you use a prepay meter, you will usually receive a top-up voucher.

Who can get it?

If you or your partner receive the  guarantee credit  part of  Pension Credit, and your name is on the energy bill, you should qualify automatically. This is called  core group 1.

If your energy supplier is part of the scheme, you should get a letter between  October and December  confirming when the discount will be applied.

If you receive certain  means-tested benefits, such as  Income Support  or  Universal Credit, and are considered to have  high energy costs, you may also qualify automatically. This is called  core group 2 .

If you qualify and your supplier is part of the scheme, you should receive a letter confirming when the £150 will be taken off your bill.

The Government is also working on an online tool to help people check if they are eligible.

Full list of energy providers part of this scheme

Affect Energy (contact Octopus Energy)	M&S Energy (contact Octopus Energy)
Atlantic (contact SSE)	Octopus Energy
Boost	Ovo Energy
British Gas (including Scottish Gas)	Qwest Energy (contact Octopus Energy)
British Gas Evolve	Roar Power (contact Octopus Energy)
Bulb	Sainsbury's Energy
Co-op Energy (contact Octopus Energy)	Scottish Power
E (gas and electricity)	Shell Energy
E.on	So Energy
E.on Next	SSE
Ecotricity (1)	SSE Southern Electric
EDF Energy	SSE Scottish Hydro
Green Energy UK (1)	SSE Swalec
London Power (contact Octopus Energy)	Utilita
Lumo (contact Ovo Energy)	Utility Warehouse

1) Only provides the discount to the 'core group'. 

To qualify for the Warm Home Discount under  core group 2 , you must receive one of the following  means-tested benefits:

• Child Tax Credit (if your household income is below a certain level)
• Housing Benefit
• Income-based Jobseeker’s Allowance
• Income-related Employment and Support Allowance
• Income Support
• Pension Credit (savings credit element)
• Universal Credit
• Working Tax Credit (if your household income is below a certain level)

You must also be considered to have  high energy costs.

How is “high energy costs” decided?

The Department for Business, Energy and Industrial Strategy (BEIS) sets the threshold each year. It uses data from the Valuation Office Agency to look at:

• The type of property (for example, semi-detached or detached)
• The age of the property
• The size of the property (floor area)

At the moment, it is difficult to check if your home meets the criteria. However,  Ofgem  has said that BEIS is working on a tool to help people check their eligibility.

The  Breathing Space scheme  is a Government programme that gives you a break from debt. It can help reduce stress and give you time to get support.

If you qualify, the people you owe money to must stop chasing you. They also can’t add extra charges or interest to your debts for up to 60 days.

The charity  StepChange  can explain who can apply and help you through the steps.

The Priority Services Register is a free service from energy companies. It helps people who might need extra support.

You could get help such as:

• Advance warning about power cuts. This is useful if you need electricity for medical equipment.
• Extra help during emergencies. For example, support with heating or cooking if the power goes out.
• ID and password checks. This helps you know that energy staff are genuine.
• Nominee support. Someone else can get your bills and messages.
• Help with prepayment meters. Your supplier might move your meter if you cannot reach it.
• Regular meter readings. This is useful if you cannot read your meter yourself.
• Accessible bills and letters. You can ask for large print or Braille.

To join, contact your energy supplier and ask to be added. If you have different suppliers for gas and electricity, speak to both. If you switch supplier, ask your new one to add you again.

You can join if:

• You have reached state pension age
• You have a disability or long-term health condition
• You are recovering from an injury
• You have problems with hearing or sight
• You have a mental health condition
• You are pregnant or have children under five
• You find it hard to speak or read English

You might still be able to join for other reasons. For example, if you have just come out of hospital and need short-term help.