Energy and water bills
When bills rise faster than income, arrears can build up through no fault of your own. Here’s where you could start.
What these arrears are
Gas, electricity and water are essentials, so arrears are usually priority debts. Suppliers have rules on how to treat customers who are struggling, and these differ between energy and water and across the UK.
What can happen
Suppliers are expected to try other options first, but arrears can still lead to serious steps.
Reminders and added costs
You may get reminders and, depending on the supplier, late payment fees.
A prepayment meter
An energy supplier may ask to move you to a prepayment meter. The rules on when this can happen are strict, especially if you’re vulnerable.
Collection and court action
The debt may be passed to a collection firm, and in some cases the supplier can go to court.
Disconnection
This is rare and a last resort, and extra protections may apply if you’re vulnerable.
What you can do now
Contact your supplier early
Say you’re struggling and ask for a payment plan you can afford. Suppliers are expected to offer help to people in difficulty.
Give a meter reading
A bill based on an estimate may be too high. Send a current reading, then check the bill again.
Ask what support exists
You could ask about a priority services register, support schemes, grants from supplier trust funds and, for water, lower-cost tariffs. Eligibility varies.
Check your benefits and tariffs
A benefits check may show something you could claim, and comparing tariffs may bring the cost down.
Keep paying what you can
A small regular payment shows you’re trying, but only agree to what you can keep up.
When to get help
Speak to a debt adviser if you can’t agree a payment plan, you’re asked to move to a prepayment meter, or this is one of several debts.
Signs it may be time to talk to someone
- Your supplier has refused a payment plan.
- A collection firm or court papers have arrived.
- Someone in the home is ill or relies on power for medical reasons.
- You are choosing between heating and other essentials.
Free, impartial advice is available from MoneyHelper, StepChange and National Debtline. MoneyHelper
General information, not advice. Rules can differ in Scotland and Northern Ireland.
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