Don't ignore the problem. You must take steps to sort things
out.
Fuel debts are called 'high priority' debts because if you don't
pay, your electricity or gas may be cut off within a few weeks.
Remember that it is more important to deal with high priority
debts than 'low priority' debts such as credit cards, store cards
and catalogues. Visit our Different types of debt page for more
information about how to deal with debt, including money owed to a
previous energy supplier
I'm afraid they will cut off my fuel supply
Most fuel companies will be reasonable if you contact them and
explain you want to make regular payments to gradually pay off your
debt. In most cases they will not cut off your supply.
Also, in most cases, they will not cut off your fuel supply
if:
You have a prepayment meter fitted. Visit our Prepayment meters
page for more information.
It is the winter (October to March) and everyone in your house
is over retirement age.
Someone living in your house is seriously ill.
What should I do first?
As soon as you get into debt with your gas or electricity bill,
contact the company and offer to make regular payments to them to
cover:
• a payment towards the arrears; and
• the cost of the gas or electricity you
are using now.
Make sure you can afford to keep up the payments you are
offering. Visit our How to budget page to find out how to work out
how much you can afford.
It will be helpful to draw up a household budget as this will
help you explain to the company what payments you can afford.
For more advice on dealing with
your gas or electricity supplier, visit the Citizens Advice
Adviceguide pages.
Or visit a local Citizens Advice bureau.
You can find your nearest Citizens Advice bureau here.
I've got a red bill and/or a disconnection notice, is it
too late to sort things out?
No – but you must take action straight away. Contact the company
and tell them that you want to start making payments towards the
money you owe. (See paragraph above).
At this stage, it can be a good idea to get help from Citizens
Advice.
An adviser will be able to contact the company for you.
Sometimes, energy companies are more willing to help if they know
you are taking the problem seriously and getting help to sort
things out.
My energy company is asking me to pay for gas or
electricity used by the person who lived here before
me.
Contact your energy company and explain that you think there has
been a mistake. You should not be disconnected while this is looked
into.
Also, you can contact the Consumer Direct helpline to ask for
their independent advice:
Consumer Direct helpline: 08454 04 05
06
Minicom: 08451 28 13 84
Can I be cut off where I live now because I did not pay
the bill from my old address?
Yes, if you are still with the same supplier. This means you
must take action so your supply will not be cut off. Contact the
company straight away or visit a Citizens Advice Bureau.
You can find your nearest Citizens Advice bureau here.
What else can I do?
Make sure you arrange a payment method for your gas and
electricity that is best for you and will prevent you falling into
debt again. Possible choices include:
• Paying a fixed amount every week, two
weeks or month – this spreads the cost of your bill over the
year.
• Paying a regular amount directly from
your benefits to your energy supplier. This would cover your bill
and a payment towards any money you owe.
Make sure you submit regular meter
readings.
Energy customers with estimated bills could be racking up debts
of hundreds of pounds without realising it, according to Citizens
Advice. Find out more on
the BBC News website.
Can I reduce my energy bills?
You could try our 'energy saving tips' or 'shop around
for a different supplier'.
Also – visit our 'Affordable warmth' and ' Save
money on your fuel bills' pages.
Where can I find more information about dealing with my
energy company?
Visit the Consumer Direct website for more help and
advice when dealing with your energy
company.