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Your rights when dealing with energy providers

Energy providers and financial hardship


Energy companies have obligations to help customers who are struggling to pay. Understanding your rights may help you access support.


Your rights


Energy customers have several protections:


  • Providers **must** offer payment plans if you are in debt
  • Providers **cannot** disconnect you during winter (1 October – 31 March) if you are elderly, disabled, or chronically ill
  • Pre-payment meter customers have the right to have their meter reviewed if they are struggling
  • You can switch tariffs even if you are in debt (in most cases)

    • Available support


    Many energy providers offer:


  • **Hardship funds** — one-off grants to clear energy debt (each provider has different schemes)
  • **Payment plans** — affordable arrangements based on your income
  • **Priority Services Register** — additional support for vulnerable customers
  • **Warm Home Discount** — £150 off your electricity bill if you qualify
  • **Winter Fuel Payment** — £100–£300 for pension-age households

    • Steps you could take


    1. **Contact your energy provider** — ask to speak to their hardship team

    2. **Ask about their hardship fund** — some providers offer grants to write off debt

    3. **Check the Warm Home Discount** — you may qualify automatically or need to apply

    4. **Contact your local council** — they may have energy voucher schemes

    5. **Get free advice** — National Energy Action and Citizens Advice can help


    If you have a pre-payment meter


    If you are self-disconnecting (not topping up because you can't afford it), contact your provider immediately. They have an obligation to help and may be able to:

  • Add emergency credit
  • Set up a payment plan for the debt
  • Move you to a more affordable tariff

    • Tools that may help

    Generate an Energy Hardship LetterFind Benefits & SupportCalculate Your Budget

    Frequently asked questions

    Can my energy be disconnected?

    For credit meter customers, energy can technically be disconnected but only as a last resort and with significant safeguards. Pre-payment meter customers effectively self-disconnect if they can't top up. If you're in this situation, contact your provider — they have obligations to help.

    What is the Warm Home Discount?

    The Warm Home Discount is a government scheme that provides a £150 discount on electricity bills. Some people qualify automatically, while others need to apply. Check gov.uk or ask your energy provider for details.

    Can I switch energy providers if I'm in debt?

    You may be able to switch providers even with energy debt up to £500. However, the new provider may not accept you if the debt is higher. Contact the Energy Ombudsman if you are having difficulty.

    This guide provides general information and is not financial or legal advice. For personalised guidance, consider speaking to a qualified advisor such as StepChange or Citizens Advice.