• What you can do

  • Take control of your bills

    With our help, there's plenty you can do if you're worried about a debt or paying your bills. The best thing to do is get in contact with us by calling our helpline on 0345 070 7395*, otherwise it’s hard for us to help you. Our opening hours are Monday to Friday 8am to 8pm and Saturday 8am to 2pm.

  • Talk to us

    We're here to help. If you're worried about paying your bills or have a debt, the best thing you can do is talk to us. Together we can find a way for you to manage and maybe reduce your bills.

    We're here to find the best solution for you. So we'll ask some questions about your situation. This will help us check your ability to pay and find an affordable way for you to manage.
    Please tell us:

    • if you're elderly, have a disability or long term illness.
    • if you have dependants under 18 years old.
    • if you receive any benefits.
    • if you're a tenant or the bills are in your landlords' name and you pay them for your gas or electricity.

    We can talk to you about ways to reduce your bills by checking your tariff and bills, discounts you can get by paying in different ways, and any extra services that may help. And we'll tell you who can help you check for any government grants you could qualify for.

    Check your bills

    One of your first steps is to check your bills are right. An estimated meter reading could make your bill higher than it really is. Also see how you can check you're on the best deal, you may be able to lower your costs.

    Have a look at your bill and see if we've used an estimated meter reading. If we have, read your meter and tell us the new one. That way you can get a bill for what you've used. 

    Find the best deal for you. We've simplified the ones we offer, so it's easy to compare and find the one that suits you the best.

    We offer discounts off your energy depending on how you pay. There's plenty of options to choose from whatever your situation. Take a look and find the one that suits you best.

    You may also qualify for the Warm Home Discount if you're vulnerable and on a low income.

    If you want to give us a meter reading, change your tariff, or set up a payment plan, give us a call on 0345 070 7395* or request a callback.

    Learn more about your bills 

    Budget easily with a Pay As You Go meter

    With a standard meter, you pay for your energy after you've used it. We understand that it can be hard to keep an eye on how much you're using. And this can lead to unexpected bills. You can spread the costs with one of our payment options. Or, you can also choose to pay for energy as you use it, with a Pay As You Go meter.

    A Pay As You Go meter lets you buy your gas and/or electricity upfront, so you won't get any bills. And you're in control of what you spend on your energy. You can repay any debt you may have with a weekly instalment. We'll look at your ability to pay and agree an affordable weekly amount together. The meter will take this amount off your credit automatically.

    We'll install a Pay As You Go meter for free and we'll show you how to use it. If you're interested, call on our helpline on 0345 070 7395* or request a callback, and we'll have a chat about getting the meter fitted.

    To top up your meter with credit visit your local shop, most have a PayPoint facility, or your local Post Office branch. Remember to take the plastic key or card you were given. If you want to know more about how it all works, visit our Pay As You Go meter section.

    Reduce your costs

    Managing your bills isn't just about budgeting, it's also doing things to cut them down as well. We offer some help on what you can do, some actions don't cost a penny and for others you may be able to get a grant. And when you call us, we'll always offer energy efficiency advice.
    • If you are a pensioner or on a low income, you could get some energy saving measures installed at a discounted price.
    • The right insulation can make a big difference to your bills. And it doesn't have to cost a lot to install - check out our insulation page for more information.
    • Turn off any lights you don't need. But do make sure you have enough lighting on stairs and hallways.
    • Use a microwave instead of the oven as much as possible – not just for reheating and defrosting, but for fresh food too. They're quick, easy and economical to use, especially if people in your household eat at different times. Take jacket potatoes for instance. An hour in the oven; 5 minutes in the microwave.
    • Save energy by washing at lower temperatures. Washing clothes at 30°C instead of a higher temperature can save on your bills.
    • The power switch on many new appliances does not completely switch off all the power. To be absolutely sure, switch it off at the wall or unplug it.
    • Before you buy a new appliance, check its energy efficiency. This can vary from model to model and new appliances are getting better all the time.
    • You can enjoy the feel of a power shower but cut the cost considerably by fitting a 'low flow shower head'. This mixes air with water, to give you the feel of an invigorating shower but reduces the amount of water by up to 70%.
    • Turn your heating down by 1°C and save up to 10% on your energy bill.
    • When cooking vegetables, only use enough water to cover the food and put a lid on the saucepan.

    Other organisations that can help

    When you're worried about your bills, it can feel like there's no one to help. In fact, there are a lot of organisations you can talk to. Whether it's just a concern with your energy bills or if you have multiple debts.

    • When you're worried about your energy bills, the Energy Saving Trust offer practical advice for your energy bills, including information about grants and benefits that are available.
    • Citizens Advice offer free, independent and confidential advice.
    • If you have multiple debts, the National Debtline can help with free confidential and independent advice.
    • If you're worried about your Green Deal arrangement, speak to the Energy Saving Advice Service (ESAS) on 0300 123 1234.

    *We may monitor your call to help improve our customer service and ensure we meet our regulatory and legal responsibilities.

  • Things we'll do for you

    • We'll take into account your ability to pay.
    • Find the best solution for you to manage your bills. For example spreading the cost of your bills with Direct Debit.
    • We may be able to fit a pay as you go meter to help you budget.
    • We'll check if you can get any extra help from us, like an insulation grant.

  • Helping you save energy and money

    See our handy booklet on how to cut your bills and save money.

    PDF icon PDF file: Helping you save energy and money (645KB)

  • Talk to us

    See what we can do to help you get back on the right track.

    Take action

  • What happens if you don't pay

    Please don’t leave it until it’s too late.

    Find out what happens