If you're having difficulty paying your bill due to the impact of coronavirus, please visit our coronavirus FAQs page for help and support.
Anyone can have trouble paying their energy bills now and then. If you're struggling with your bills, please get in touch so we can help.
Call us on 0345 070 7395. We're here Monday to Friday from 8am to 8pm, and on Saturday from 8am to 6pm. Or ask us to call you by filling in our form.
How we'll help
When you speak to us, we'll ask you some questions and sort out the best way for you to manage your bills and payments. To let us check if you qualify for extra help paying your bills like the Warm Home Discount, please tell us if you're:
- Have a disability or long term illness
- Have dependants under 18 years old
- Get any benefits
- Have severe financial insecurity/low income
- Are a tenant or the bills are in your landlord's name and you pay them for your gas or electricity
As well as sorting out a plan that works for you, we'll go through ways to bring down your bills. And we'll tell you about discounts you can get and other organisations that can help you with debts.
Check your bills and cut costs
It's always worth checking your energy bills. If you could lower them by changing your tariff or the way you pay, we'll explain how on your bill.
It's also good to check estimated readings that could make your bill higher than it actually is. Giving us regular readings makes sure your bills are accurate.
When you know what you're using, you can take steps to cut down your costs. You can use our simple and practical tips to save energy.
Choose a way to pay that's right for you
There are lots of ways you can pay your bills.
Lots of our customers choose to pay by monthly Direct Debit. You'll get a discount for each fuel* and can spread the cost over the year. We can include any arrears in your monthly payments so they're affordable.
You could choose to pay for your energy as you use it with a Pay As You Go meter. This meter lets you buy your gas and/or electricity upfront so you're in control of what you spend. A Pay As You Go meter can also take any debt in automatic weekly payments.
Get help from other organisations
There's help available if you want to talk to someone else about your bills or other debts.
Energy Saving Advice Service have advice on energy efficiency and reducing energy bills. You can call them on 0300 123 1234 (England and Wales).
Home Energy Scotland can help with energy efficiency advice and ideas to trim your energy bills. You can call them on 0808 808 2282.
The Energy Saving Trust also have lots of advice on saving energy and cutting your bills.
National Debtline gives independent advice on any debts – call them on 0800 808 4000.
StepChange are a leading charity that will help if you're struggling with bills. Call them on 0800 138 1111 or visit their website.
Get help with Green Deal
If you're worried about your Green Deal arrangement, help is at hand. If you're in England or Wales, speak to the Energy Saving Advice Service (ESAS) on 0300 123 1234. If you're in Scotland, speak to Home Energy Scotland on 0808 808 2282.
What you need to know
*If you have a fixed price tariff and pay by Direct Debit or standing order, you’ll get a yearly discount for each fuel when compared to other ways of paying. The discount is applied to your standing charge on a pence per day basis, until your tariff ends.
If you have a standard variable tariff, your energy prices are capped and the maximum price you pay (known as a cap) is set by Ofgem, the energy regulator. If you pay by Direct Debit or standing order, your standing charge and unit prices will be discounted. Your discount will vary depending on how much energy you use, where you live and your meter type. If you qualified for Warm Home Discount before 1 August 2019, your prices will be discounted regardless of how you pay.
Certain tariffs do not qualify for Direct Debit and standing order discounts. Please check the tariff terms and conditions for details.