Help with debt

In these economically challenging times, we’re committed to helping those people who are genuinely struggling to pay their bills by offering them debt management advice and extended repayment plans.

We encourage all our customers who are finding it difficult to make their regular payments to contact us as soon as they can, so we can do our best to support them. We only ever carry out a supply disconnection as a last resort and after an extensive process to try to resolve the issue directly with the customer. We do not knowingly disconnect vulnerable customers.

We support our customers and vulnerable members of society through Spreading Warmth and Health Through Warmth. Our First Steps programme helps our customers through debt relief, one-to-one account management, energy efficiency help and benefit entitlement checks.