Speak, Seek, Save.

What to do if you owe money to your energy supplier

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If you’re in debt to your energy supplier - you should speak, seek, save. It’s important to speak to them as soon as possible.

Here’s what you need to know...

Speak to your energy supplier

If you’re struggling to afford your bills, you should contact your supplier as soon as possible.

Your supplier has to help you come to a solution and negotiate a payment plan that works for both of you. When making a payment plan, they have to take into account how much you can afford to pay and how much energy you’ll use in future. On a payment plan, you’ll pay in fixed amounts towards the debt you owe over a set period of time.

If you can’t come to an agreement with your supplier about repaying your debt, you should get help from one of our consumer advisers.

Seek advice on managing debt

Energy bill debt is classed as a priority debt so it’s important to get advice from a charity or organisation to help you manage your debt as soon as you can.

A debt charity will help you with long-term strategies to reduce your debt.

But be careful as not all debt advice is trustworthy. You should use the StepChange checklist on the StepChange website to make sure you’re getting advice you can trust.

National providers of free debt advice include Citizens Advice, StepChange and the National Debtline.

Save energy by making sure your home is energy efficient

There are simple changes you can make around your home to be more energy efficient, such as checking your central heating or using your appliances differently.

You might also be able to get towards the cost of making bigger energy efficiency changes around your home such as getting a new heating system.

But make sure you keep your home warm enough so there’s less risk of your home becoming damp and you getting ill. And make sure you keep essential appliances, such as your fridge switched on.

You could also use a smart meter to help manage your energy use - they can show you how much energy you’re using in real time. We have advice on how to use your smart meter.

Need more help?

Our consumer service can help if you’re struggling to afford your energy bills or struggling to come to an agreement with your supplier.

Citizens Advice consumer helpline: 0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays. Calls from mobiles and landlines are free.