If you're worried about being able to pay your bill please speak to us as soon as possible. We'll always offer as much help as we can and discuss options to help make paying your bills easier.
You may have heard about suppliers disconnecting customers' supplies due to failure to pay bills on time. Please be assured that disconnection is a last resort and we will always work with you to do everything we can to avoid it.
Before considering disconnection we will always help you:
- to consider all available options for paying money owed
- to understand your energy consumption and offer energy efficiency advice to help reduce how much energy you're using
- to seek independent help & advice
We will never disconnect a supply during the winter months where there is someone elderly, vulnerable, or a child under 18 years old in the household.
Citizen's Advice Bureau can also help, check out the options here Citizen's Advice
The provisions stated in this section do not affect our statutory obligations to continue supplying Energy to you in certain circumstances, for example between October and March.