Energy suppliers promise to support struggling households

As the price of gas and electricity continues to rise, many households are feeling the pinch.

Energy UK, the trade association for the energy sector, has announced that 15 major energy companies have promised to help those most in need, based on their specific situations.

Record energy prices

Energy prices are much higher than they were before the pandemic. The most recent figures from regulator Ofgem reveal alarming trends:

• £3.7bn  of debt owed to energy suppliers, a staggering £1.5bn  increase since January 2023
• the average household in arrears owes over £1,500 for electricity and £1,300 for gas.

Many households have been forced to make some tough adjustments to manage their bills, like cutting costs in other areas.

Energy UK’s promise this winter

Energy UK has worked with its members to ensure customers receive support this winter that is easy to access, clear and personalised to their unique needs.

What have they promised?

Fifteen energy suppliers, representing nearly the entire market, have signed up to provide:

• clear communication about the support available to customers
• empathetic staff who understand customers’ unique circumstances
• training that is continuously improved for staff to handle customer questions more effectively
• the sharing of best practices across the industry to improve customer relations

What help do energy suppliers offer?

As part of the Winter 2024 Commitment, energy suppliers will provide various support schemes for those struggling to cover their bills. The support offered depends on the company, and includes:

1. Financial support for those most in need, including:
• credit on bills or prepayment meters
• enhanced debt write-off schemes
• access to energy-saving devices
2. Manageable repayment plans for customers based on their individual circumstances.
3. National Debt Advice campaign: In partnership with Citizens Advice, this campaign will encourage customers to seek help.

Get help with energy bills

If you’re struggling to pay for your energy bills, or top up your prepayment meter, you might be able to get support. The support you receive will depend on: 

• the type of energy you use 

• how you pay for your energy 

• if you claim benefits  

Reach out to your supplier 

Getting in contact with your energy supplier is the first step. Some suppliers provide grants if you’re struggling, or may be able to put you on a repayment plan for the money you owe.  

Priority services register 

Energy suppliers and network operators keep a priority services register.

You can ask to join the register if you’ve reached state pension age, are pregnant, have young children, or struggle with speaking or reading English.  

Joining the register will mean you can get a range of help and support including priority support in an emergency, regular meter reading services and help with reconnecting your gas supply.  

Grants for energy-saving home improvements 

You may be able to get help making your home more energy efficient, such as a installing a new boiler, insulation and improvements to your heating. The different types of funding include:  

• the energy company obligation (ECO) scheme 

• the great British insulation scheme (GBIS) 

• the home upgrade grant scheme - if you don’t use mains gas to heat your home 

• the boiler upgrade scheme 

• the connected for warmth insulation scheme 

Household support fund 

The household support fund (HSF) offers financial help to people facing hardship. You might be able to get money towards food and energy costs.  

You can apply for the HSF through your local council.  

Warm home discount 

The warm home discount scheme is a one-off discount on your electricity bill. If you’re eligible, your electricity supplier will apply the discount to your bill. The money is not paid directly to you. Winter fuel payment 

If you’ve reached state pension age and get certain benefits, you may be eligible for the winter fuel payment. If you’re eligible and under the age of 80, you’ll receive a one-off payment of £200. This rises to £300 if you’re over the age of 80.  

Fuel voucher 

If you can’t afford to top up your prepayment meter, you may be able to get a fuel voucher. The voucher will add credit to your gas or electricity meter. Contact your local council, food bank or Citizens Advice to find out more about fuel vouchers.  

For more information on steps to take if you’ve fallen behind with your gas and electricity bill payments, read our guide on what to do about energy arrears.