What do I do if I am having difficulties paying for gas and electricity?

We understand that there may be periods in your life where it’s difficult to keep up with your energy payments. If you run into problems then please get in touch early so that we can help. You can call our Customer Service team free on 0800 145 6699 between 8am and 8pm Monday to Friday or between 9am to 5pm on Saturday and discuss our Pay-As-You-Go tariff with them.

If you’ve had a Pay-As-You-Go meter installed to help you repay a debt, then it will be regularly collected from the credit you put onto your meter. When you check the displays on your meter you’ll see the debt amount reducing as you add credit. Once you’ve paid the debt in full your meter will automatically stop collecting payments from the credit you add when you top up.

There are independent organisations that can support you if you’re having trouble paying your bills:

  • National Debt Line is a free service offering debt advice. Call Monday to Friday from 8am to 6pm, or Saturday from 9.30am to 1pm on Freephone 0808 808 4000.
  • Citizens Advice aims to provide advice people need for the problems they face. For England call 03444 111 444.
  • Money Advice Trust, a charity that helps people to tackle debts and manage their money wisely. Call on 020 7489 7796 or visit www.moneyadvicetrust.org
  • StepChange is a charity offering free advice to help people overcome their debt problems. Call Freephone 0800 138 1111 or visit www.stepchange.org.