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In the UK, there are several ways people can get assistance with energy bill problems — both with debt/disputes and with affordability.

According to Ofgem there are currently over one million people with energy bill problems in the UK.

First steps with your supplier

Contact the energy supplier directly: They are required by Ofgem rules to work with you on repayment plans, payment breaks, or installing prepayment meters if appropriate.

Complain formally if they don't resolve the issue within 8 weeks. After that, you can take it to the Energy Ombudsman (free, independent).

Financial support schemes

Warm Home Discount: A one-off £150 credit for certain low-income or vulnerable households.

Cold Weather Payments: £25 for each 7-day period of very cold weather (if on qualifying benefits).

Winter Fuel Payment: Annual tax-free payment for pension-age people.

Household Support Fund (via local councils): Emergency help with energy bills for vulnerable households.

Help with energy debt

Supplier hardship funds: Many big energy companies (including British Gas, EDF, Octopus, OVO, etc.) have charitable funds to clear or reduce arrears.

Fuel Direct Scheme (via DWP): If you're on benefits, you can ask for energy debt repayments to be taken directly from your benefits in small amounts.

Advice and advocacy

Citizens Advice: Free, impartial help with billing problems, complaints, and debt.

National Debtline / StepChange: Specialist debt charities that can negotiate repayment plans.
Stepchange web site has lots of good advice https://www.stepchange.org/

Ofgem: The energy regulator - publishes rules suppliers must follow and where to complain if your supplier is being unfair.

Citizens Advice or the Energy Ombudsman would be the strongest routes if the supplier won’t correct the mistake after a letter from you.

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