Energy regulator Ofgem has reminded all energy suppliers, including Octopus, Ovo, British Gas, E.ON and EDF, that they have a legal responsibility to help customers who are struggling to pay their bills. In advice posted on social media, Ofgem told customers to "know your rights" and stressed that suppliers must treat customers fairly and consider circumstances such as ill health, pregnancy, low income, or other situations needing support.
Rules on billing and support
Ofgem outlined key rules designed to help those facing difficulties or problems understanding their bills. Suppliers must use meter readings provided by customers to send clear and correct bills in a way they understand. Customers can request bills in braille, audio, or another format that aids understanding. 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.
Help with paying debt
The regulator explained options for customers in debt. Customers may be able to agree a plan with their supplier to pay back money slowly in an affordable way. Suppliers must offer support that fits individual needs, such as a better energy tariff or directing customers to independent, free debt advice from organisations like Citizens Advice. Customers behind on repayments are advised to talk to their supplier, and may be able to take a break, change how they pay, or consider whether a prepayment meter works best for their situation.
Financial support and other schemes
The government announced in the autumn budget a Debt Relief Scheme to help households "in genuine financial need" clear debt and arrears built up during the energy crisis between 2022 and 2024. According to Ofgem, up to 2.4 million customers with little prospect of repaying money owed could be considered for support. Consultation will take place before its launch, expected in spring 2027.
In the meantime, other help is available. Ofgem said suppliers must try to help and customers should get in touch early, with contact details on bills or online accounts. Schemes include the British Gas Energy Trust, offering 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), the EDF Energy Customer Support Fund, the E.ON Next Energy Fund, the Octopus Energy Octo Assist Fund, the OVO Energy Fund, and the ScottishPower Hardship Fund, which is designed to reduce or clear arrears for customers most in need.
