Great Britain energy market

Energy arrears: help if you cannot afford your gas or electricity bill

What energy suppliers should do when you are struggling to pay, including affordable repayment plans, payment breaks and vulnerability support.

Ofgem says energy suppliers must work with customers who are struggling to agree a payment plan they can afford. You can ask for a review of payments and debt repayments, more time to pay, payment breaks or reductions, hardship support and help through the Priority Services Register where relevant.

Contact the supplier early

Ofgem advises contacting your supplier as soon as you think you may struggle. Early engagement gives more scope to agree a sustainable arrangement.

Affordable repayment plans

Ofgem rules require suppliers to work with customers to agree affordable payment arrangements and consider individual circumstances.

Prepayment meters are not the first step

For debt recovery, Ofgem says involuntary prepayment meter installation must follow strict safeguards and should only be used as a last resort.

Related guidance

Important: This page provides general information, not regulated financial or legal advice. Rules and enforcement processes can depend on the debt, court, creditor and jurisdiction.