Struggling to pay. If you're struggling to pay for your energy, we're here to support you.
We don't want anyone to stop using energy because they can't afford it. Choose your payment type below for your guide on taking steps to manage your payments.
I pay regularly when I get my bill
Save £124 per year - pay by Direct Debit
Paying a fixed amount by Direct Debit is cheaper because the unit rates are slightly lower than what you currently pay. Login to you account to see what you could save if you switch to monthly Direct Debit.
Using less energy at home will lower bills
Your bills are calculated based on the energy you use at home. So reducing the energy you use at home and will help reduce your bills.
Take control of your energy usage with a Pay As You Go Meter
A Pay As you Meter can help you budget as you pay for your energy before you use it. You’ll also benefit from a reduced unit rate and can pay back any balance you currently owe at an affordable rate through the meter.
A smart meter helps you keep control of your energy use
A smart meter can help you track how much gas and electricity you're using throughout the day and help you see where you could save energy.
If you pay when you get your bill and simply can't afford it
As soon as you let us know about your circumstances we can find a way to help you.
What happens if I don't pay?
We want to do everything we can to help you pay. But if there’s an outstanding balance on your account and we can’t get hold of you, we may have to take extra steps.
Pay As You Go
Can't top up until tomorrow? Use emergency credit
All our Pay As You Go meters have the option to provide £10 of Emergency Credit. Also, if you have a Smart meter or an electricity key meter and you’re about to run out of credit on Sundays, English Bank Holidays or between 6pm and 9am Monday to Saturday, our Friendly Credit won’t disconnect you.
How is my credit being used
A Pay As You Go meter works in a similar way to a pay-as-you-go phone. You top up the meter with credit to pay for your energy. Then as you use the gas and electricity in your home, the credit is used up.
The meter also has a daily standing charge that’s taken from the credit on your meter. This covers the delivery of energy to your home through cables, pipes and meters.
If you've agreed to repay a balance through your meter, this will be deducted from the credit too.
A smart meter helps you keep control of your energy use
A smart meter can help you track how much gas and electricity you're using throughout the day and help you see where you could save energy.
Special circumstances we should know about?
The more we know about you, the more we can help. Let us know about anything that we should take into consideration, such as vulnerable members of your family, please use this link.
Having difficulties that need more help?
If you're repaying a balance through your meter and struggling, it could be that we can help with that arrangement.
You have no power and need help urgently?
Sometimes something breaks, gets lost or you can't physically top up. Let us know and we can see if we can help.
Direct Debit
Using less energy at home will lower bills
Your bills are calculated based on the energy you use at home. So reducing the energy you use at home will help reduce your bills.
Why has my Direct Debit amount changed?
If you pay by fixed Direct Debit you’ll typically pay more than you’re using in the summer months and less then you’re using in the winter. We review your payments to keep you on track and notify you of any changes on your statements at least 14 days before the next payment is taken.
A smart meter helps you keep control of your energy use
A smart meter can help you track how much gas and electricity you're using throughout the day and help you see where you could save energy.
What happens if I don't pay?
We want to do everything we can to help you pay. But if there’s an outstanding balance on your account and we can’t get hold of you, we may have to take extra steps.
We can give you extra help managing your account
Are you on our Priority Services Register?
If you are living with certain health difficulties or a disability, have young children under 6, or find yourself living in challenging circumstances, our Priority Services Register may be able to help you.
Are you getting all the benefits you're entitled to?
The Government have a range of benefits to help customers manage their household bills. We want to make sure you are getting all the financial support available. Use this tool to check.
Fuel direct scheme
If you’re on certain benefits, you may be able pay directly from your benefit payments instead. This arrangement is called Fuel Direct.
National charities offering money advice and support.
Step Change
StepChange is a national debt charity offering free, expert debt advice online or over the phone to help people make sense of their finances and take back control.
Turn2Us
Turn2us is a national charity that can help people in financial hardship gain access to welfare benefits, charitable grants and support services.
Energy Saving Trust
Energy Saving Trust is an independent organisation working to address the climate emergency. They provide advice to make your home more energy efficient, reduce your carbon emissions and lower your energy bills.
British Gas Energy Trust
If you are struggling with repaying an energy debt, you may be entitled to a one off grant to help manage it.
Help for Households
The Government continues to cost of living the households facing financial difficulty.
More advice & support
Money Advice Service (or call 0800 138 7777)
National Debtline (or call 0808 808 4000)
Citizens Advice (or call 0808 223 1133)
StepChange Debt Charity (or call 0800 138 1111)