If you're behind on gas or electricity bills, contact your supplier now. They have to help you reach a solution and must take your ability to pay into account when setting a repayment plan. You can also ask about hardship funds, grants and free debt advice.
This guide covers households in Great Britain. It's general information, not legal or financial advice.
What does your supplier have to do if you can't pay?
Citizens Advice sets out what suppliers must do when you're behind. Your supplier has to:
- help you come to a solution rather than simply chase the debt
- consider your ability to pay when setting a plan, looking at your income, outgoings, other debts and circumstances
- estimate your future use from your past use (regular meter readings make this more accurate)
- make reasonable adjustments if you're disabled or have a long-term health condition, such as accessible bills or a visit to read the meter
- consider a request to pause repayments for a while, though they don't have to agree
- contact you before repayments restart and check you can afford them
- try other ways to recover the debt before using Fuel Direct (see below)
If your supplier won't consider your situation, you can complain to them. If that doesn't resolve it, you can take the complaint to the Energy Ombudsman after 8 weeks, or sooner if the supplier sends a deadlock letter. Our energy deadlines guide has the time limits in one place.
How do you agree a repayment plan you can actually afford?
Work out what you can pay each week or month before you call. MoneyHelper has a free budget planner if you're not sure.
Then tell the supplier the most you can afford, covering both your ongoing use and the debt. Citizens Advice gives this example: if you owe £400 and can afford £40 a week in total, you could pay £30 a week for the energy you're using now and £10 a week towards the debt.
Some practical points:
- Don't wait for a threat. Arrange a plan even if no one has mentioned disconnection. It protects you later.
- Ask for a pause if something changes. Losing a job or waiting for a benefit payment are the kinds of reasons Citizens Advice gives. Explain why.
- Check your Direct Debit is right. A payment set too high or too low makes things worse. Our Direct Debit guide shows how to check it, and our estimator gives a rough yearly figure for a home like yours.
- Send meter readings. An estimated bill can build up debt you don't know about. See why estimated bills go wrong.
Should you pay energy before other debts?
Yes. Citizens Advice treats energy arrears as a priority debt, which means paying them before debts such as credit cards. Falling behind on a priority debt can have serious consequences, such as losing your supply or having a prepayment meter fitted.
If you owe several people money, a free debt adviser can help you put them in order.
What is Fuel Direct, and is it a good idea?
Fuel Direct lets your supplier take a fixed amount from your benefits to repay energy debt. Suppliers can ask your benefit provider to do this without your permission, but they should try other options first. They do need your permission to add payments for your ongoing use.
You can be on Fuel Direct if you get:
- Income-based Jobseeker's Allowance
- Income Support
- Income-related Employment and Support Allowance
- Pension Credit
- Universal Credit (if you work, only when your earnings are below your work allowance)
Citizens Advice says Fuel Direct is usually better than a prepayment meter, because you won't lose your supply if you can't top up. To change the amount, contact your supplier. To stop it, contact your benefit provider.
Can your supplier switch you to prepayment?
If you can't agree a plan, or don't keep to one, your supplier may try to fit a prepayment meter. There are strict rules on when they can and can't do this, especially if you or someone at home is vulnerable. Our prepayment meter rights guide explains them. Citizens Advice says disconnection is very rare.
If you already have a prepayment meter and can't afford to top up, contact your supplier straight away and ask about emergency and extra credit.
What grants and payments can help?
Ofgem says you can ask your supplier about:
- a payment plan, a payment break or reduced payments
- a review of your payments and debt repayments
- hardship funds (money from the supplier to help with energy debt)
- supplier schemes or grants for energy costs, debt or energy-saving improvements
Separately, check whether you qualify for the government payments this winter:
- Warm Home Discount: £150 off your electricity bill in winter 2026/27 if you qualify.
- Cold Weather Payment: £25 for each 7-day cold spell between 1 November 2026 and 31 March 2027, for people on certain benefits.
- Winter Fuel Payment: £100 to £300 if you were born on or before 27 June 1960.
Your local council may also offer help with home energy bills. If you or someone at home is older, disabled or has a long-term condition, join the Priority Services Register. It's free.
What is Breathing Space?
Breathing Space (the Debt Respite Scheme) gives you up to 60 days' protection from creditors in England and Wales. During that time, enforcement action and contact about the debts included are paused, and interest and charges are frozen. If you're getting mental health crisis treatment, it lasts for the treatment plus 30 days.
You apply through a debt adviser, who submits it for you. It's free. You can't use it if you've used it in the last 12 months (unless that was for a mental health crisis), or if you already have a debt relief order, an IVA or are an undischarged bankrupt. Scotland has its own debt moratorium.
Will energy debt be written off?
Possibly, for some people. Ofgem announced a Debt Relief Scheme on 30 October 2025. Phase 1 is aimed at people on means-tested benefits with more than £100 of energy debt built up between April 2022 and March 2024. Ofgem said it could write off up to £500 million for around 195,000 customers.
Ofgem said eligible households would be found automatically and contacted by their supplier, so you shouldn't need to apply. They would be expected to pay towards the debt or their ongoing use, or work with a debt advice charity if they can't. Ofgem planned to start it in early 2026, subject to data-sharing legislation.
As of 23 October 2026, we couldn't confirm a start date on Ofgem's site. Keep paying what you've agreed in the meantime, and be wary of anyone who calls asking for bank details to "apply". Our scams guide shows how to check.
Where can you get free advice?
- Citizens Advice consumer service (energy): 0808 223 1133.
- Citizens Advice: Adviceline (England) 0800 144 8848; Advicelink Cymru (Wales) 0800 702 2020; debt helpline 0800 240 4420.
- Scotland: Advice Direct Scotland's energy advice service, 0808 196 8660 (energyadvice.scot).
- MoneyHelper: free debt information and a budget planner.
- Samaritans: 116 123, free, any time, if money worries are affecting how you feel.
Never pay for debt advice you can get free.
What to do next
- Work out what you can afford each week, using a budget planner if needed
- Call your supplier, explain your situation and ask for a plan based on your ability to pay
- Ask about hardship funds, grants and a payment break
- Send a meter reading so your bill and plan use real figures
- Check whether you qualify for the Warm Home Discount, Cold Weather Payment and Winter Fuel Payment
- Join the Priority Services Register if it applies to you
- Get free debt advice if you owe more than one creditor, and ask about Breathing Space
- Complain in writing if your supplier won't consider what you can afford