Up to 200,000 energy bill payers could be missing out on financial support because they do not contact their supplier to ask what help is available, according to the Fuel Bank Foundation. The charity says many households with major suppliers like British Gas and Octopus Energy are neglecting a simple check that could unlock hundreds of pounds in assistance.
Charity urges customers to contact suppliers
The Fuel Bank Foundation warns that many people do not ask their energy company about available schemes. CEO Matthew Cole said: "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."
Cole highlighted the range of support on offer: "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."
Support schemes from major suppliers
Octopus Energy runs the Octo Assist fund, which provides bill grants, standing charge breaks, and flexible payment plans. Eligible customers can also receive a free electric blanket to cut energy costs.
British Gas funds the independent British Gas Energy Trust, offering grants between £50 and £1,700 to clear energy debt. Anyone can apply, even non-British Gas customers, but they must speak to their own supplier first.
E.ON Next provides payments to clear energy debt and replaces broken or inefficient appliances for E.ON Next and Sainsbury’s Energy customers. OVO Energy offers the OVO Extra Support package with emergency meter top-ups and cash support, while EDF Energy manages the EDF Customer Support Fund for debt clearance and appliance replacements.
How to access help
The foundation helps around 400,000 prepayment customers each year with fuel vouchers, yet between 40 per cent and 50 per cent of those assisted never ask their energy company for help. This means up to 200,000 people from this group alone—and likely many more nationwide—are potentially leaving vital assistance unclaimed.
Customers are advised to call their supplier as soon as they fall behind, explain their situation, ask specifically for hardship grants, know their budget, and seek free advice from services like Citizens Advice or Money Wellness if needed.
