Help and support

I'd like help paying my energy bills

For customers with prepayment meters, please

for specific help and advice.

For help on how to make a bill payment


Having difficulties paying your bill? Please contact us

If you’re struggling to pay your bills, it’s really important that you contact us as soon as possible. Don’t leave it too long – we have a friendly, specialist team who’ll support you in the best way we can.

Call our UK-based customer services team on 0333 777 3215, or

and send us a message via our online contact form.

Help with your payments

There are a number of ways we can help if you're struggling, for example:

  • See if you’re eligible for schemes that may be able to provide financial support, such as the


  • Explore our

    for simple, affordable ways to save energy at home and potentially make savings on your bills.

  • Discuss moving you to a more convenient payment method that may be cheaper.

You can also speak to one of these

who can offer support and advice on managing your debt.

Repayment options

If you've fallen into debt, some of the ways we may be able to help include:

  • We can agree on a repayment plan at an amount you can afford. This can be weekly, fortnightly or monthly.

  • We can fit a prepayment meter, helping you to budget for your energy while you pay off any debt.

  • If you're getting income-related benefits, you may be eligible for payments to be deducted from your benefits and paid to us (sometimes known as Fuel Direct or third party deductions), if the Department of Work and Pensions (DWP) agrees.

    • Please note: DWP are increasing the repayments from £3.75 a week  to £3.85 a week from 1st April 2022 for the following:

      • Income Support

      • Employment and Support Allowance

      • Job Seekers Allowance

      • Pension Credit

      (Universal Credit repayments will remain the same at 5% towards the arrears)

What happens if I don't pay my bill

We're here to help if we can. But if, after writing to you to request payment, we don't hear from you, we may take the following steps:

  • We’ll attempt to contact you either by phone, email or post to discuss payment.

  • If you’ve still failed to pay us (or agreed repayment methods with us), we'll put your account into the hands of a debt collection agency who’ll visit you to discuss options for the outstanding payment. If they have to visit you, you’ll be charged for this.

  • If you’ve still not paid, or agreed a repayment method with us, we'll apply for a court warrant to exchange your meter for a prepayment meter.

  • If we have to visit your property with a warrant, we'll give you at least seven days’ notice in writing. If you still fail to pay the outstanding debt, we may take action to recover the money owed and you may incur further costs. This may involve taking your case to court, which may then affect your credit status.  

Remember: we’ll never disconnect a domestic customer who fails to pay their debt. But if you're having problems with your payments, please contact us as soon as possible so we can do everything we can to help.

I’m struggling with my repayments on my prepayment meter 

If you’re struggling with your repayments or need more information on how to top up, click

to learn more. 

We can also provide


Was this article helpful?

Still need help?