Help with
paying your bills
We know that sometimes it can be difficult to find the money to pay for heating your home. You’re not alone, and we’ve helped many people in similar situations. We promise to do all we can to help and can look at working out a plan that makes it easier. The important thing is that you talk to us and let us know as soon as possible.
Breathing space
If you need some time to get back on your feet, we might be able to pause your payments for a short while. You may be eligible if you’ve had a change in personal circumstances with an unexpected impact on your income, such as illness, redundancy, or bereavement.
If you’d like to benefit from Breathing Space, contact an independent financial advice company. We’ve listed some of them below.
Payment plans
A payment plan can help spread the cost of your heating and hot water over flexible payment periods to make it more manageable.
We’ll work with you to understand what you can afford and find the best payment plan. Together, we’ll agree on a fixed monthly amount to be paid over a set period.
Part of the money will go towards repaying your debt, and part will cover your current heating and hot water usage. This way, you can gradually pay off what you owe.
Switching to Pay As You Go
If it’s available in your home, you can pay in advance for your heat which can be a useful budgeting tool. Visit here for more information on Pay As You Go.
Free and independent Advice
These organisations offer confidential support and free advice to help you manage your finances
If you have an outstanding balance
Daily standing charges will be added to your account even if you’re not using heating or hot water. While we’ll do all we can to help, you do still need to pay for the service you use.
If you have an outstanding balance, we’ll send reminders. If you don’t respond, we may take further action to recover the money you owe, which could include:
- Asking a debt collection agency to recover the money
- Asking the County Court to issue a claim against you
- Switching you to Pay As You Go or disconnect your service
Did you know about our Priority Services Register?
We know some customers need extra help due to disabilities, vulnerabilities or changing/challenging circumstances. There are ways we can help.
