Paying your energy bills

If you’re struggling with your energy bills, you’re not alone – support is available, and you may be eligible.

Regular and accurate meter readings are important to make sure you are only charged for the energy you have used, and not what your supplier has estimated. Estimated bills can be much higher and cause unexpected debt.

Most people in England, Scotland and Wales can get a smart meter installed for free. If you’re in Northern Ireland, check with your supplier as policies may differ. This might help you monitor more closely how you are using energy and make savings.

If you struggle to access your meter to take accurate readings, please consider registering with the Priority Services Register (PSR) and seek advice from National Energy Action as to whether a smart meter is suitable for your needs. Or you can contact their helpline on 0800 304 7159.

Energy suppliers offer different types of tariffs such as fixed, variable or prepayment. It is important to make sure you are on the tariff that gives you the best value for money. People requiring a continuous supply of fuel for health reasons, such as being on a life support machine, should not be on a prepayment meter (PPM) as it is not “safe and reasonably practical”. These individuals would be classed as high-risk customers and no involuntary PPM should be installed or switched on.

If a health condition means you need oxygen therapy and use an oxygen concentrator at home, you may be able to get help with paying for the electricity it uses. If you have a low income or a medical condition that means you use a lot of water, you may qualify for a social tariff or a cap on your water bill.

If an illness has changed how much you or your family are able to work, you may be able to claim new or different benefits. Claiming all the benefits you are able to may also help you get grants and other support schemes that help with energy costs.

Our information on Managing money when living with a terminal illness explains what types of benefits you may be able to claim and how.

You may qualify for help you’re not aware of – including payments based on how a health condition affects your daily life, regardless of your income.

You might be eligible for one-off or annual payments to help with heating and electricity costs, such as fuel vouchers or other support for people on low incomes.

We understand that the benefits system can feel confusing but help is available.

Did you know Over 80% of people receiving end-of-life care have struggled to run essential medical equipment due to high energy costs.

You may also be able to apply for one-off or annual payments to help with energy costs, such as the Winter Fuel Payment or Warm Home Discount.

Local councils might offer help with bills under schemes called "welfare assistance" or "household support". Find your local council to see what they offer.

Benefits can be complicated, and it can be hard to understand what you can apply for and how. If you need some support:

• See Citizens Advice information on help paying energy bills.
• National Energy Action’s Helpline can also offer advice if you call 0800 304 7159.

You may be able to apply for grants or one-off payments. These are sometimes offered by energy companies or charities. They might be given based on your income, where you live or a job you have done in the past.

• See Citizens Advice information on Grants and benefits to help you pay your energy bills.
• Find out what you're eligible for by using Turn2Us Grant Search.

If you were not born in the UK, the types of support you may not be able to apply for some of the above support.

• Visit Turn2Us’s information for migrants.

Help with understanding benefits, grants and tariffs and other support

Benefits can be complicated. The organisations below can help with more information and support:

• Citizens Advice can help with information on grants and benefits to help you pay your energy bills
• Turn2Us can help you find suitable grants, and offers guidance and information for migrants
• National Energy Action helpline can also help you understand your bills
• Safe and warm: Useful contacts, visit our useful contacts page to find more useful organisations and contacts that can support you, your family, friends or carers, to stay safe and warm.

It is not unusual for people to feel they need to borrow money or use credit cards at the end of their life. This might be because their income has gone down, or costs related to your health have gone up.

If you feel you need to turn to borrowing to pay bills such as energy and water bills, you are not alone. However, it’s best to avoid borrowing to cover essential bills like energy or water. Instead, contact your energy provider. They are legally required to support customers who need further help and should offer a payment plan, advice, and signpost you to other financial schemes, assistance and support.

Did you know Over 80% of people receiving end-of-life care have struggled to run essential medical equipment due to high energy costs?

Your energy provider must, by law, support people who are vulnerable, including if you are unwell or near the end of your life.

We know having debt can be really worrying and stressful for people, especially at the end of their life. If you are still worried, take a look at our information on managing money when you have a terminal illness for more advice on dealing with debt.

StepChange provide a debt advice tool, which is available 24 hours a day at: stepchange.org/sueryder

If you would prefer to speak to an advisor, you can contact them on 0800 138 1111 (Monday to Friday from 8.00am to 8.00pm and on Saturday from 9.00am to 2.00pm).

It is unlikely that your supplier will cut off your gas, energy or electricity supply. If you have unpaid bills, your supplier will usually offer you a pre-payment meter or payment plan instead.

Before agreeing to a pre-payment meter, keep in mind that this can mean your supply being cut off in the future if you run out of credit. So, think about this decision very carefully, especially if you have medical equipment or are very vulnerable to the cold.

Your water supply cannot legally be cut off if you do not pay.

Citizens Advice have information on disconnections for England, Scotland and Wales. For Northern Ireland, see NI Direct.

It is not uncommon to experience billing mistakes, unexpected charges or difficulties understanding your bill. You could be charged for an estimated reading which is too high, billed for someone else’s supply or still be charged after switching providers. If you are struggling to make sense of what you owe or think your bill might be wrong, help is available. You can speak to your energy supplier, who is obliged to explain how your charges have been calculated and offer support if you are in difficulty.

Visit our Safe and Warm: Useful contacts page to find out how organisations such as Citizens Advice and National Energy Action can help you understand your bills and assist with errors and complaints.

Energy providers are legally required to support people who are vulnerable, including if you are unwell or nearing the end of your life.