Ofgem has issued guidance to consumers stating that every energy company, including major UK suppliers Octopus, Ovo, British Gas, E.ON and EDF, has an obligation to assist customers experiencing difficulty with their bills. In a post on X, formerly Twitter, the regulator urged customers to "know your rights", adding: "Your supplier must treat you fairly. They must consider your circumstances, such as ill health, pregnancy, low income, or other situations which mean you need support."
Billing and Support Rules
The watchdog detailed regulations designed to protect those struggling financially or having difficulty understanding their bills, stating: "Suppliers must use meter readings you provide to send clear and correct bills in a way you understand." Customers can request bills in braille, audio, or another format that helps them understand. If a customer did not receive a bill, the supplier cannot charge for energy used over a year ago unless the customer made billing difficult.
For those already in debt, the regulator outlined options, explaining: "You may be able to agree a plan with your supplier to pay it back slowly in a way you can afford." The regulator stated: "Your supplier must offer support that fits your needs, such as a better energy tariff or directing you to an independent, free debt advice from organisations such as Citizens Advice. If you're behind on repayments, talk to your supplier."
Government Debt Relief Scheme
Additional financial assistance may become available. During the autumn budget, the Government revealed plans for a Debt Relief Scheme designed to help households "in genuine financial need" clear outstanding debt and arrears accumulated throughout the energy crisis spanning 2022 to 2024. Ofgem estimates that as many as 2.4 million customers with limited means of repaying what they owe could qualify for assistance. A consultation period will precede the scheme's anticipated launch in spring 2027.
Help Already Available
Ofgem explained: "If you're eligible, your supplier will help you find the right support, like hardship funds and schemes. Your supplier must try to help you. Get in touch with them early. Their details are on your bill or online account."
Available schemes include:
- British Gas Energy Trust: Offers debt relief grants of up to £1,700 (open to both British Gas customers and customers of other suppliers, though non-customers usually need to show proof of prior rejection).
- EDF Energy Customer Support Fund: Grants for eligible customers facing financial hardship.
- E.ON Next Energy Fund: Available to pay off customer energy debts and provide energy-saving items.
- Octopus Energy (Octo Assist Fund): Financial assistance and grants for struggling customers.
- OVO Energy Fund: Support packages and grants for eligible low-income customers.
- ScottishPower Hardship Fund: Designed to reduce or clear arrears for customers most in need.
