Help with energy bills

Last Updated: 22.01.2011

Where do you turn when you cannot afford to pay your energy bills? If you are struggling to pay your electricity or gas bill there are options available to help you.

Find out what you can do and what help is available if you are having difficulties paying your energy bills.

What to do if you can’t pay your energy bills

If you are having problems paying your gas and electricity bills, you should address the problem straight away. Electricity and gas debts are priority debts, so contact your energy supplier as soon as possible, as they can cut off your supply.

Find out more about priority debts.

Work out what you can afford

If you can’t make your energy payments contact your energy supplier, explain your situation and offer to pay an amount you can afford.

All energy suppliers follow a code of practice that means they won't cut off your supply if you agree a payment plan with them and then keep to it.

Check your supplier’s code of practice to find out its policy on helping vulnerable customers. You can do this by checking the About Us section of your gas or electricity company’s website, or by giving the company a ring.

Energy suppliers should be willing to set up a payment plan for debt that suits you, even if you have been threatened with disconnection. Debt can be repaid through a variety of means including:

A payment plan could include:

• paying by weekly or monthly instalments
• using a pre-payment meter (but these tend to be one of the more expensive ways to pay)

With a pre-payment meter, you use a smart card, key or token (or sometimes coins) to pay for your gas or electricity as you use it. You recharge your card or key at PayPoint outlets like newsagents and Post Offices. If you have a pre-payment meter installed, remember you'll only get a supply when it's topped up.

Benefits that may help

If you are having difficulty paying your energy bills there are some benefits that may help.

FuelDirect

If you've got unpaid bills from an energy supplier, and you receive Income Support, Pension Credit, Employment and Support Allowance or income-based Jobseeker's Allowance, you can ask your benefits office to pay the supplier directly out of your benefit. This system is called Fuel Direct. It covers your current fuel use and also pays off a certain amount of your unpaid bill each week.

If you use Fuel Direct, check your meter reading and tell your benefit office - this will help make sure your supplier's got it right.

Winter Fuel Payment

If you were born on or before July 5 1950, you'll qualify for a Winter Fuel Payment in 2010-11. This is a lump sum, normally paid automatically in November or December. The amount is:

• £250 if you were born on or before July 5 1950, but after September 26 1930
• £400 if you were 80 or older on or before September 26 2010

If you live with someone else who would also qualify, the payments are:

• £125 for those under 80
• £275 if you're the only person in the household aged 80 or older
• £200 if you and at least one other person are aged 80 or older

If you haven't received a Winter Fuel Payment, contact the helpline on 0845 915 1515. You have to claim before March 31 2011. In some cases it's possible to make a claim for previous years.

Crisis Loans

You may be eligible for a crisis loan to pay off arrears on fuel that was needed in an emergency, as well as an amount to cover future costs. You don't have to show that you're receiving benefit but you have to show, among other things, the following:

• you don't have enough resources to meet the immediate short-term needs of you or your family
• the loan is for an emergency and it's the only way to prevent serious damage or serious risk to the health and safety of you or a member of your family
• you're likely to be able to repay the loan

If you've been disconnected or are likely to be disconnected, you could argue that lack of adequate heating could pose a serious risk to your health or the health of the person you're looking after.

If you need a crisis loan to pay for a powercard or token, the amount you need for fuel arrears should be awarded separately from the amount you need for current consumption.

Other benefits

If you're struggling to pay your energy bills but you're not claiming benefits, it's worth checking to see if you qualify for any. If you're on a low income or you've got extra costs because of your personal situation, there may well be some benefits you could claim.

Find out more about Benefit Entitlement Checks.

Other help available with energy costs

In addition to benefits, there are other sources of help available with energy costs.

Trust funds

Some energy companies have set up trust funds that may be able to help you pay your fuel bills if you are in financial difficulties. Ask your energy supplier if they run a scheme.

The trust funds are usually overseen by Charis Grants. Grants are available to help individuals and families in need to meet arrears of energy charges and other household bills and costs.

The Trust's aim is to help people take control of their finances by reducing the burden of their debts and helping them meet their future bills.

Applying to the British Gas Energy Trust and Scottish Gas Energy Trust

If you would like to apply to British Gas Energy Trust or Scottish Gas Energy Trust for help, you will need to fill in the Trust's application form. You can either apply online, by email or by post.

If you are asking for help with your gas/electricity charges, they will contact the company to confirm how much you owe them. You can apply in the following ways:

• Visit the Charis Grants website and apply via the links available.
• Apply to British Gas Energy Trust and Scottish Gas Energy Trust online via their secure website.
• Apply to British Gas Energy Trust and Scottish Gas Energy Trust by post by downloading the online form, which can be completed on screen or by hand.

The completed form should be posted to:

Freepost RRZJ-XBSY-GYRG
British Gas Energy Trust
PO Box 42
Peterborough PE3 8XH

Please note as it is a freepost address there is no need to put a stamp on.

Applying to the EDF Energy Trust Fund

To apply for a grant from the EDF Energy Trust to clear an energy debt owed to EDF Energy, you must be a domestic customer of EDF Energy (the account holder).

If you live in a home which is supplied by EDF Energy but you are not the account holder e.g. a lodger who pays gas or electricity as part of their rent, you can still apply to the Trust for help with other essential household debts or costs. These are known as Further Assistance Payments (FAPs). Evidence will be required that the household receives its electricity or gas from EDF Energy).

Requests for help to clear energy debt owed to alternative suppliers to EDF Energy would be considered as Further Assistance Payments. You can apply in the following ways:

• Visit the Charis Grants website and apply via the links available.
• Apply to EDF Energy Trust online via their secure website.
• Apply to EDF Energy Trust by post by downloading the online form, which can be completed on screen or by hand.

The completed form should be posted to:

Freepost RLXG-RBYJ-USXE
EDF Energy Trust
PO Box 42
Peterborough PE3 8XH

Please note as it is a freepost address there is no need to put a stamp on.

Applying to the Npower Energy Trust Fund

The Npower Energy Trust can only give help to those who meet specific criteria.

• For an individual or family debt award you must be a current domestic customer with npower and have an existing debt with npower.
• For a Further Assistance Payment you must live in a household that has a current domestic account with npower

In all cases you must supply proof of a current account with a recent bill less than 6 months old.

You can apply in the following ways:

• Visit the Charis Grants website and apply via the links available.
• Apply to Npower Energy Trust online via their secure website.
• Apply to Npower Energy Trust by post by downloading the online form, which can be completed on screen or by hand.

The completed form should be posted to:

Freepost RSKL-YZAE-RRHA
Npower Energy Trust
PO Box 42
Peterborough PE3 8XH

Please note as it is a freepost address there is no need to put a stamp on.

Help completing applications to Energy Trust Funds

If you think you may have difficulty in completing the application form, visit a North Ayrshire Citizens Advice Bureau. We provide a form-filling service and will be able to assist you with your application. You can find our contact details and our opening hours page.

Social tariffs

All energy providers must provide social tariffs to their vulnerable customers. Social tariffs aim to protect people on low incomes and those who are vulnerable due to old age or disability.

In keeping with official regulations, social tariffs can be no higher than their lowest deal on offer. Social tariffs are there to protect vulnerable people from high fuel and electricity prices. If you're struggling to meet fuel costs, you can ask if you're eligible to be moved to a social tariff.

Eligibility criteria may change from supplier to supplier. However, examples of people who may be entitled to social tariffs include households that are receiving:

• Pension Credit
• Income Support
• income-based Jobseeker's Allowance

You may also qualify if you receive a disability or severe disability entitlement with any child tax credits.

Talk to your energy supplier to see if you can switch tariffs.

Read more about social tariffs for vulnerable customers.

More help with your energy bills

If you are having problems with your gas and electricity bills please visit a North Ayrshire Citizens Advice Bureau and speak to an adviser. We can help with applications to the Energy Assistance Package, Energy Trust applications for grants, check you are on the right tariff and much more. You can find our contact details at the bottom of the page, our hours of business can be found on our opening hours page, alternatively, you can email us via our contact us page.