Millions of households struggling with energy bills have been reminded that they still have rights and protections – even if they owe money to their supplier. Ofgem has warned energy customers not to bury their heads in the sand if they are falling behind with their gas or electricity payments.
Fair treatment and additional support
Being in energy debt does not mean you lose your rights. Customers who need extra help can ask to join their supplier's Priority Services Register, which provides additional support to eligible households.
Ofgem also has back-billing rules, which can protect some customers from being charged for energy used more than 12 months earlier.
Clear bills and repayment plans
Check your bills carefully and make sure your supplier has your current contact details. Customers struggling with debt can ask their supplier for a review of their payments and debt repayments, a payment break or reduction, more time to pay, access to hardship funds, and advice on using less energy.
Suppliers must work with customers to agree on an affordable payment plan.
Support and financial assistance
Do not ignore your energy company if you are struggling to pay. Ofgem says contacting your supplier early can help you access support and stop debts from becoming unmanageable. It also advises customers to check whether another tariff could reduce their bills.
Suppliers are currently trying to return money to around 1.9 million customers from closed accounts, with missing contact details one reason cash remains unclaimed.
Help may be available through schemes including the Warm Home Discount, Winter Fuel Payment and Cold Weather Payment. Energy suppliers may also offer grants or hardship funds to help customers with their bills or energy debt.
Those struggling with wider debts may be eligible for Breathing Space, giving up to 60 days of protection from creditors. During this period, an energy supplier cannot install a prepayment meter without permission or collect debt through a prepayment meter.
Ofgem's message to households is simple: contact your supplier early if you are struggling. It says: “If you’re in debt your supplier has to support you to get on top of your payments.”
