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What UK residents can ask suppliers for if in energy bill debt

Ofgem has reminded households struggling with energy bill debt that they still have rights and protections

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Suppliers must work with households to agree a payment plan that is manageable(Image: seksan Mongkhonkhamsao via Getty Images)

Millions of households feeling the squeeze from soaring energy costs are being reminded they still have important protections, even if theyve fallen into debt with their gas or electricity supplier. Regulator Ofgem says people who are struggling should not put off getting in touch, because suppliers have a duty to offer support and discuss a realistic way forward rather than letting arrears spiral.

The watchdog is urging customers to check what help they can request and to challenge any issues early, from incorrect bills to unaffordable repayment demands. Ofgem says suppliers must work with households to agree a payment plan that is manageable, and there are also wider schemes and grants that could reduce costs or give breathing space while people get back on track.

[Worried woman about home finances]

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Its worth checking statements closely(Image: damircudic via Getty Images)

1) Fair treatment still applies

Owing money does not mean you lose your rights with your energy company. If you need extra help, you can ask to be added to your suppliers Priority Services Register, which can provide additional support for eligible customers.

2) Bills should be clear and correct

Its worth checking statements closely and making sure your supplier has your up-to-date contact details. Ofgem also has back-billing rules, which may prevent some households being charged for energy used more than 12 months ago.

3) Check what financial help you could get

Depending on circumstances, support may be available through schemes including the Warm Home Discount, Winter Fuel Payment and Cold Weather Payment. Some suppliers also offer grants or hardship funds.

4) Dont ignore your supplier - ask about support

Ofgems advice is to contact your energy company as early as possible if you cant keep up, to access help and stop debts becoming unmanageable. It also suggests checking whether a different tariff could cut bills.

Separately, suppliers are trying to return money to around 1.9 million customers from closed accounts, with missing contact details one reason cash is still unclaimed.

5) You can ask for a fair repayment plan

If youre struggling, Ofgem says you can approach your supplier to discuss options such as:

• Reviewing payments and debt repayments
• A payment break or reduced payments
• More time to pay
• Access to hardship funds
• Advice on using less energy

Suppliers must work with customers to agree on an affordable payment plan.

People struggling with wider debts may also qualify for Breathing Space, which offers up to 60 days of protection from creditors. During this period, an energy supplier cannot install a prepayment meter without permission or collect debt through a prepayment meter.

Ofgems message is to seek help early, and it says: If youre in debt your supplier has to support you to get on top of your payments.

Ofgem's full guide to getting help with energy bills is here.

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