Help with energy costs for vulnerable customers

Last Updated: 23.01.2011

If you are struggling to pay for your energy and worried about how you can heat your home there a number of ways we can help.

Energy companies provide free help for customers who struggle to pay their bills or heat their home. Read on to find out more about help for vulnerable customers.

What help is available?

For customers finding it difficult to heat their home or pay their energy bills there is help available including:

• Social tariffs - reduced rates for customers on lower incomes and on benefits
• Free home insulation is available to anyone on a low income and on benefits or over 70
• Trust funds are available from some energy suppliers to help repay fuel debt
• The Priority Service Register a special service for elderly or disabled people and those living with long-term health conditions. It provides access to extra services including bills in larger text or Braille, a free annual gas safety check and the ability to agree a security password with your supplier

A disconnection safety net is also in place to make sure that no vulnerable customer is knowingly cut off, even if they are unable to pay their bill. This policy, agreed by all the major energy suppliers in Britain, was set up by the Energy Retail Association in 2004.

Where to find help

Anyone who is worried about paying their bill or managing their energy can make use of the help that is available.

Contact your supplier

Some suppliers offer cheaper energy deals to those customers on low incomes. Many suppliers can offer free or subsidised energy efficiency measures to customers on low incomes as part of the Government’s Energy Efficiency scheme.

Energy Saving Trust

The government funded Energy Saving Trust has advice on energy efficiency measures for domestic consumers at the Energy Saving Trust website.

Home Heat Helpline

The Home Heat Helpline is a free, not for profit phone line set up to help energy customers in Britain who are struggling to pay their fuel bills and keep warm. Anyone can call the Helpline free on 0800 33 66 99 or visit the Home Heat website.

The Helpline is funded by Britain’s major energy suppliers and managed by the Energy Retail Association. It was founded in 2005 and has become a cornerstone service for low-income and vulnerable households in urgent need of help and advice.

The Helpline is a gateway to Britain’s biggest free insulation programme, the Carbon Emissions Reduction Target (CERT) a scheme which will deliver over £3.8 billion worth of carbon saving measures between 2008 to 2011.

Switch payment method

Changing payment method can make it easier to manage your energy bills. Also don’t forget that you may be able to reduce your energy bills if you shop around for a better deal for your energy.

Government Schemes

The UK and devolved national governments provide further help to those customers who are worried about how they will heat their home when it gets cold.

Energy efficiency has an important role to play in future-proofing households against the rising cost of keeping their home warm in winter and in helping tackle climate change. There are national schemes to help elderly and vulnerable people in England, Scotland, Wales and Northern Ireland.

The Energy Assistance Package

Energy Assistance Package (Scotland) replaces previous Scottish schemes and is designed to help customers reduce bills, maximise incomes and improve their home’s energy efficiency. The £60 million scheme was recently boosted by an additional £2.5 million for insulating social housing and is managed by the Energy Saving Trust (EST). For more Information see the Energy Assistance Package website or call the EST on 0800 512 012

Winter Fuel Payments

In the UK, there are government-funded Winter Fuel Payments of up to £250 for the over 60s and up to £400 for the over 80s. Payments are made around November each year, but recipients need to apply. Information on how to apply is available by calling 0845 9 15 15 15.

Cold Weather Payments

One-off Cold Weather Payments worth £25 for the over 60s and £100 for the over 80s are paid automatically in severe weather conditions when the temperature goes below zero for seven consecutive days.

More help for vulnerable customers

If you would like to know more about help that is available for vulnerable customers with energy problems, visit a North Ayrshire Citizens Advice Bureau. We can help with benefit entitlement checks and tell you what other help is available to heat your home. 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.