Millions of UK households are grappling with rising energy costs, leading many to fall into debt with their gas or electricity suppliers. The energy regulator, Ofgem, is emphasising that even those in arrears retain key protections and should not delay contacting their suppliers for assistance. Suppliers have a responsibility to offer support and work with customers to establish manageable repayment plans, preventing debts from escalating further.
Ofgem encourages customers to review their bills carefully, verify that their supplier has accurate contact details, and promptly challenge any discrepancies or unaffordable repayment requests. Customers struggling to meet payments can ask to be included on their supplier’s Priority Services Register, designed to provide additional support to eligible households.
Back-billing rules protect consumers from being charged for energy used more than 12 months prior, offering further safeguards against unexpected debts. Beyond suppliers’ own assistance, there are government schemes such as the Warm Home Discount, Winter Fuel Payment and Cold Weather Payment, which can help ease costs. Some energy companies also provide grants or hardship funds.
To avoid debts becoming unmanageable, Ofgem advises customers to reach out early to discuss payment options and to consider whether switching to a different tariff could reduce bills. Meanwhile, suppliers are seeking to return unclaimed funds to roughly 1.9 million former customers, though some payments remain unclaimed due to outdated contact information.
For those facing broader financial difficulties, the Breathing Space scheme offers protection from creditors for up to 60 days. During this time, energy suppliers cannot install prepayment meters or collect debts via them without consent.
Ofgem’s clear message is for customers in debt to seek support promptly. “If you’re in debt your supplier has to support you to get on top of your payments,” the regulator states. By engaging early, households can access the help they need to manage their energy costs effectively.