I can’t afford to top up or pay for my energy. What can I do?
There are other steps you can take if you’re not able to pay for your energy:
You can activate the emergency credit on your meter. This Winter your level of emergency credit will be set at an increased amount. And we’ll regularly check in to make sure you can manage.
You could get further help through our Customer Support Package.
You can always talk to us if you’re worried or struggling to pay for your energy. We’ve supported lots of people in similar situations and we can help you, too. Chat with us by selecting the chat option on this page. Or call us on 0330 175 9669.
Other things to consider:
Daily Standing Charge - Even though you might not be using any energy (maybe during the summer months), there's a daily standing charge. Also, any outstanding balance you might be repaying through your meter will continue to be charged. If you can build up your credit over the Summer months, you’ll have a buffer when it comes to the colder months of Autumn and Winter.
Smart Pay As You Go meter - If you don’t already have one, we can also check about installing a Smart Pay As You Go meter in your home to monitor your usage. You can also find other Energy Saving Tips and view additional help and support.
Charities and organisations that offer advice and support
For free, independent advice on debt, energy bills, and other areas where you might need support, these organisations and charities can also help:
Citizens Advice
Visit your local branch, or their websites:
You can speak to a Citizens Advice adviser online, in person, or over the phone:
0800 144 8848 (England)
0800 702 2020 (Wales)
0800 028 1456 (Scotland).
National Debtline
Call 0808 808 4000 or visit their website.
Step Change Debt Charity
Call 0800 138 1111 or visit their website.
Trussell Trust
We have a Partnership with the Trussell Trust to support food banks and help people facing hardship access practical support to get through this crisis and to a place where they can afford the essentials.
Civil Legal Advice
Call 0845 345 4 345 for free, confidential legal advice in England and Wales, if you’re eligible for legal aid. Find out if you are eligible on the gov.uk website.
Our meter guides
If you want more information on your meter, we have a range of guides. Find out how to top-up, turn your meter back on afterwards, activate emergency credit and troubleshooting tips.
