What happens if you can't pay your energy bill in the UK?
Struggling with your energy bill? Suppliers can't just cut you off. Here's what your rights are, what help is available, and what to do first.
Energy suppliers must offer you a repayment plan before taking any further action. You cannot be disconnected if you are of pensionable age or have a serious illness. Free help is available — don’t ignore the bills.
If the bill’s come in and you can’t cover it, the worst thing you can do is nothing. Ignoring energy debt doesn’t make it go away — it grows, your options narrow, and enforcement eventually follows. But you have more rights than most people realise, and there’s genuine support available if you ask for it.
Can your energy supplier cut you off?
Technically yes, but they face strict rules before getting anywhere near that point. Suppliers must offer a repayment plan or prepayment meter arrangement before pursuing disconnection. And certain households are protected even more:
- Pensioners (state pension age or above)
- People with a disability or chronic illness
- Households with children under 5
- Anyone the supplier has identified as vulnerable through the Priority Services Register
Between October and March, domestic customers in the protected categories above cannot be disconnected at all. Even outside that window, disconnection is a last resort that requires the supplier to have gone through all other options first.
In practice, most suppliers will work with you if you make contact. The ones that don’t are the ones dealing with customers who’ve gone quiet.
What should you do first?
Call your supplier. Do it before the debt gets bigger.
Explain your situation clearly. Ask about a repayment plan, a review of your direct debit, or access to their hardship fund. Most suppliers have customer service teams specifically for financial difficulty cases — they’d rather recover the debt than deal with the cost and hassle of enforcement.
Don’t wait for a final notice. The earlier you contact them, the more options you have. A bill that’s two weeks overdue has more flexibility around it than one that’s six months gone.
What hardship support is available?
Several schemes exist. Not all are well-publicised, which is part of the problem.
Energy Company Obligation (ECO) — ECO4 ran until 31 March 2026, funding insulation and heating upgrades for lower-income households. The government has signalled a successor scheme, so check GOV.UK for the latest position.
Warm Home Discount — a one-off payment (usually £150) applied directly to your bill. Eligibility is mostly automatic if you’re on Pension Credit, but some suppliers run a broader scheme for households in fuel poverty. Check with your supplier whether you qualify.
Priority Services Register — free to join. Tells your supplier you’re vulnerable and unlocks additional protections. If you qualify — older, disabled, have a serious illness, have young children, or struggle to communicate — register with your supplier and with the network operator for your area. Benefits include meter readings on your behalf, priority in emergencies, and advance notice of planned outages.
Supplier hardship funds — most major suppliers have their own discretionary funds that can write off or reduce debt for customers in genuine difficulty. These aren’t advertised loudly. You generally have to ask. Citizens Advice can help you make the case if needed.
What is a prepayment meter and should you accept one?
A prepayment meter means you top up credit before using energy — via a key, card, or app. Your supplier can apply to install one if you’re in debt, as an alternative to disconnection.
The upside: you can’t accumulate more debt. The downside: if you run out of credit, your supply goes off. Most prepayment meters have a small emergency credit function (usually £5–10) to prevent this in the short term.
Suppliers cannot forcibly install a prepayment meter without a court warrant (unless you’re a new tenant with one already in place). If you’re offered one as part of a debt arrangement, you can negotiate — particularly if you’re in a vulnerable category. You have the right to ask for an alternative.
Prepayment meter rates are now largely the same as direct debit rates under the Ofgem cap, so the old penalty for being on a key meter has mostly gone.
Can you get help from the government or a charity?
Yes. A few routes worth knowing:
Citizens Advice — free, impartial, and will go through your full situation including any benefits you might be missing. They can contact suppliers on your behalf if needed.
Local council household support fund — discretionary support from your local authority for essential bills. Varies significantly by area. Search your council’s website or call them.
Energy Bills Support helpline — GOV.UK lists the current helplines and eligibility for government-backed support. The schemes change, so it’s worth checking directly.
If you’re in serious debt across multiple bills, StepChange and National Debtline offer free debt advice and will help you prioritise what to pay first.
What if you’re a renter?
If your bills are paid directly to your landlord and included in your rent, your contract is with them — not the energy supplier. If your landlord is failing to pay the supplier or overcharging you, contact Citizens Advice.
If you have your own account directly with the supplier (most tenants do), the same rules apply as for any other customer. Your landlord has no say in how you manage your energy account.
One thing to check: if you’re on a landlord-managed supply with a premium being added, you may have a right to challenge that under Ofgem rules. This is more common in HMOs and blocks where a landlord acts as an intermediary.
For more on what drives your standing charges and unit rates, see our standing charges explainer. The April 2026 price cap article has current rate information.