Millions of UK households are currently grappling with rising energy costs, and many are finding themselves in debt to their gas or electricity suppliers. However, the energy regulator Ofgem reminds consumers that falling behind on payments does not mean losing their rights. Customers who are struggling with energy bills are encouraged to contact their suppliers promptly to discuss support options and avoid letting arrears accumulate.
Ofgem emphasises that energy suppliers have a responsibility to work collaboratively with customers, offering realistic and manageable payment plans. Households can also explore a range of wider support schemes and grants designed to alleviate costs or provide temporary relief while they work to resolve their debt.
One option includes being added to the supplier’s Priority Services Register, which offers extra assistance for eligible customers needing additional support. Consumers are advised to carefully review their bills, ensure their contact details are up to date with suppliers, and challenge any issues such as incorrect billing or unaffordable repayment plans early on.
READ MORE: Government unveils plans to boost housing near transport hubs and protect local pubs
There are protections in place, including back-billing rules preventing charges for energy use beyond 12 months in the past. Financial aid may also be accessible through initiatives such as the Warm Home Discount, Winter Fuel Payment, and Cold Weather Payment. Furthermore, some suppliers provide hardship funds or grants to help those in need.
Ofgem signals that acting quickly to address payment difficulties can help prevent debts from becoming unmanageable. It also suggests customers check if switching tariffs could reduce their energy costs. Additionally, energy suppliers are in the process of returning funds to approximately 1.9 million customers with closed accounts, although unclaimed money often results from outdated contact information.
For those facing broader financial challenges, the Breathing Space scheme offers up to 60 days of protection from creditors. Under this scheme, energy suppliers are restricted from installing prepayment meters or collecting debt through them without consent.
Ofgem’s key message is clear: customers falling behind on energy bills should seek help promptly. Suppliers have a legal duty to support consumers in managing their payments effectively and preventing debt escalation.