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If you are worried about how to pay your bills or can’t afford to pay, there is free help available from GuideLine our Energy Guidance service. You can also read our Sorting Out Your Bills and Debt guide.
Understanding your bills - If you are unsure what your bills means and what charges are included there is lots of useful help on the Citizens Advice website.
You can also read our handy guides - Understanding Your Energy Bills and Keeping Track of Your Energy Costs to help you understand what you’re paying for.
Debt and prepayment meters - If you are in debt your supplier may want to install a prepayment meter – you may be able to refuse this if they have given you insufficient notice and/or insufficient opportunity to sort out a repayment plan; they want to locate the prepayment meter somewhere that is difficult for you to access; or it is difficult for you to get to a shop where you could top up the meter. If you are unsure of your rights seek our help.
Energy Ombudsman - If you do have a large debt and you are don’t understand how it happened remember that energy companies can get bills wrong. The Energy Ombudsman is an independent service that helps customers who have a complaint against their energy company that has not been resolved satisfactorily. More information on their website here https://www.ombudsman-services.org/sectors/energy.