Energy bill support for people on low incomes

Energy bills take a larger share of the budget in low-income households than in any other, and arrears build quickly in winter. In the UK, help with gas and electricity comes from several directions at once: government payments, rules imposed on suppliers by the regulator Ofgem, supplier hardship funds and charities. Using them together can significantly reduce what you owe and protect your supply.

This page gives an overview of energy bill support. If your main worry is an imminent cut-off, see our page on preventing an electricity disconnection; for keeping the home warm, our guide to heating assistance goes further.

Government payments you may be entitled to

• Warm Home Discount: a one-off reduction on your electricity bill in winter, paid by participating suppliers to eligible households, mainly people on means-tested benefits. Eligibility has been widened in recent years, so check again even if you were refused before.
• Cold Weather Payment: paid automatically in England, Wales and Northern Ireland to some people on certain benefits when the temperature in their area is very low for several days in a row. In Scotland a separate Winter Heating Payment applies.
• Winter Fuel Payment and Pension Age Winter Heating Payment (Scotland): help for people above State Pension age, with rules on income that have changed recently.

Rules and amounts change, so check the current conditions on official government websites or with an adviser rather than relying on figures from previous winters.

What your supplier must do if you are struggling

Under Ofgem rules, suppliers must work with customers who are having trouble paying. In practice, you can ask for:

• an affordable repayment plan for arrears, based on what you can realistically pay;
• a payment break or reduced payments for a period;
• a review of your direct debit if it seems too high compared with your usage;
• access to the supplier's hardship fund or charitable trust;
• emergency and friendly credit if you use a prepayment meter.

Suppliers should not force a prepayment meter on vulnerable households, and stricter rules on involuntary installations now apply. If your supplier does not respond fairly, you can complain and then escalate to the Energy Ombudsman.

Priority Services Register

If you are of pension age, disabled, have a long-term health condition, have young children, or rely on medical equipment that needs power, ask your supplier and your local network operator to add you to the free Priority Services Register. It can bring advance warning of planned power cuts, extra support during outages, and more careful handling if you fall behind.

Grants to clear energy debt

Several suppliers run trusts or funds that can clear or reduce energy arrears, and some are open to customers of other suppliers. Applications usually ask for a budget sheet completed with an adviser and evidence that you have tried other help. Charities and local advice services can also issue fuel vouchers for prepayment customers in crisis. Council crisis schemes and national welfare funds, such as the Scottish Welfare Fund or the Discretionary Assistance Fund in Wales, can sometimes help with immediate fuel costs.

Prepayment meters and self-disconnection

Many households on low incomes use a prepayment meter, either by choice or because of past arrears. The risk is "self-disconnection": the credit runs out and the home goes without heat, light or hot water until the next payment. If this happens, contact your supplier straight away. Ask for emergency credit, then friendly credit if your supplier offers it for evenings, weekends and bank holidays, and explain if anyone in the home is unwell, very young or elderly. If an old debt is being recovered through the meter, ask for the weekly deduction to be reduced so that more of each top-up pays for current use. In some cases you can ask to switch back to a credit meter once arrears are under control. Keep a note of every top-up so you can show an adviser how much you are spending.

Reducing your bills for the long term

• Ask your supplier if you are on the best tariff for your situation, and compare with the price cap level set by Ofgem.
• Check whether you qualify for free insulation or heating upgrades under government-backed schemes run through suppliers and councils.
• Get free energy-saving advice from a local energy advice charity or your council.
• Take regular meter readings and send them in, so bills are based on real use rather than estimates.
• Consider a smart meter if it would help you track spending, but you are not obliged to accept one.

Checklist before you call your supplier

• Your account number and the latest bill or statement.
• Recent meter readings.
• A simple budget showing income and essential costs.
• Details of any benefits you receive.
• Notes on vulnerable people in the home.
• A proposed monthly amount you can genuinely afford towards arrears.

Keep a written record of every call and ask for agreements to be confirmed by email or letter.

Do not borrow to pay an energy bill

Energy debt is a priority debt, but suppliers generally have to offer repayment plans, which are interest-free. A loan or credit card to pay the bill replaces a manageable arrangement with interest and less protection. If you have several debts, get free advice first; our page on debt hardship support explains the options. If you truly need to borrow, compare the APR and the total amount repayable, and look at a credit union before any high-cost lender.

Energy scams to watch for

Fraudsters send texts and emails claiming to offer "energy rebates" or grant payments in exchange for bank details, or call pretending to be from your supplier. Official discounts are applied by your supplier or paid automatically; they never require you to share your banking passwords or pay a fee. If in doubt, hang up and call your supplier using the number on your bill.