Payment Difficulties

If you’re having trouble paying your bill on time it’s important you let us know as soon as you can so we can work with you to get things back on track. Don’t forget, we’re here to help if you need us.

Talk to our Customer Care Team

Our team are trained to understand your circumstances and explain the options available to you. Please advise our team if you are of pensionable age, registered disabled or have long term ill-health, severe financial insecurity or receive benefits as you may be entitled to extra support.

We will always do our best to work with you to sort out the problem. Examples of arrangements that we might be able to offer include:

  • a payment plan to spread your debt over an agreed period of time;
  • short term deferment of all or part of your debt;
  • payment of your debt by direct deduction from your benefits under the Fuel Direct Scheme.

In some cases we may take steps to prevent your overdue balance increasing by either electing to install a prepayment meter or disconnecting your supply. We will only install a prepayment meter or disconnect your supply if we have been unsuccessful in resolving your payment difficulties through alternative options, or at your request.

If we incur costs in the process of collecting monies due we may, as agreed in your Terms and Conditions, apply additional charges to your account to cover them. For a list of additional charges, click here.

Energy Saving Tips

One of the best ways to save money on your energy bill is to use less energy. For some helpful tips on lowering how much energy you use, click here.

Impartial advice

There are a number of organisations which may be able to provide you with free and impartial advice:


National Debtline


0808 8084 000


Step Change Debt Charity

0800 138 1111

Energy Saving Trust

21 Dartmouth Street London SW1H 9BP

020 7222 0101



Citizens Advice

03454 04 05 06

Energy Ombudsman

PO Box 966 Warrington WA4 9DF

0330 440 1624



Money Advice Service

0800 238 7777

Age UK

Tavis House, 1­6 Tavistock Square, London WC1H 9NA

0800 1696 565