I'm concerned I won't be able to pay my bill
If you’re having difficulty making your energy payments, please contact us as soon as possible on 01134510700 so we can discuss how we might be able to help you.
We will review your individual circumstances including your ability to pay. Once you’ve told us you’re having difficulties making payments we can advise how to use your energy more efficiently and may be able to offer solutions that include:
- Short term delay of payment for a specified period.
- Agreeing to a regular instalment plan including debt repayment between us.
- Arranging for payments to be taken directly from your benefits using the Fuel Direct Scheme, if possible if you are on certain means-tested benefits.
If you don’t have a prepayment meter and other proposals to assist you in finding a payment solution have proven to be workable, then we may offer to install a prepayment meter where it is safe and reasonably practicable to do so.
We’ll try everything in our power to contact you and resolve your issue before we consider disconnecting your supply and we won’t disconnect you in winter if you are on our Priority Services Register.
In exceptional circumstances, we may consider disconnecting the energy supply to your property, although we will only ever do this as a last resort once we have exhausted all other options. In addition, we may report missed payments to credit reference agencies, which may make it harder for you to get credit in the future.
If you’re having financial difficulties, these sites might also be helpful to you:
Debt Advice Foundation