Around 200,000 energy customers could be missing out on hundreds of pounds in extra support, according to data from fuel crisis support group Fuel Bank Foundation. The group urges people with large providers such as Octopus Energy and British Gas to do a "counterintuitive" check: contacting their supplier for help.
Matthew Cole, CEO of Fuel Bank Foundation, said: "There really is a lot of support out there for people. There are national schemes from the Government like the Warm Home Discount—which is applied automatically for eligible households—and local welfare assistance schemes often run by councils."
Why Contacting Your Supplier Matters
Cole added: "Contacting your energy supplier for support seems counterintuitive for many people, but it's a really useful route that people can pursue and not enough people do." The foundation supports some 400,000 energy prepayment customers each year, providing fuel vouchers to top up their meters.
Research from the group suggests that between 40 per cent and a full half of those they support do not contact their supplier to ask what help is available. This means 200,000 of their users are potentially missing out, and the figure will likely be much higher across the UK.
Support Available Through Suppliers
Several suppliers offer dedicated programs. Octopus Energy provides the Octo Assist fund, which delivers tailored help to customers in financial difficulty. Assistance includes grants to cover high bills, standing charge holidays, longer-term payment arrangements, and a free electric blanket that can potentially cut hundreds of pounds a year off a bill.
British Gas funds an independent charity called the British Gas Energy Trust. Its current Energy Support Grant offers between £50 and £1,700 towards energy debt. You do not need to be a British Gas customer to apply, but you must approach your own supplier first.
E.ON Next's fund, designed for E.ON Next and Sainsbury's Energy customers, provides payments to help clear household gas and electricity debt as well as replace broken or inefficient appliances. OVO Energy provides a package of financial and practical help through OVO Extra Support, including emergency credit top-ups and direct financial support towards energy bills or existing debt. EDF Energy runs the EDF Customer Support Fund for customers struggling with energy debt, offering funding for large energy-efficient appliances such as cookers, fridges and washing machines to replace old or broken models, or for smart appliances.
How to Take Action
The foundation said to follow several steps when contacting your supplier. Notify your supplier early, as soon as you start falling behind. Explain clearly that you are struggling financially, so your supplier can explore options such as reviewing payment rates, extending repayment periods, granting payment breaks, or directing you to hardship funds.
Specifically ask about grants and hardship funds, and be prepared to explain what you can afford, as suppliers must assess your ability to pay when structuring repayment plans. If you struggle with the process, you can get free help from independent organisations like Citizens Advice or Money Wellness, such as if you struggle to communicate with your supplier.
