Money Matters Advice Service

If you are struggling to pay your gas or electricity bills, we can help you understand your options and find support. This page explains what to do if you are in energy debt, how to avoid running out of gas or electricity, and where you can get financial help.

The most important step is to contact your energy supplier as soon as possible. Tell them about your situation and give up‑to‑date meter readings so your bill is accurate. If you do not get in touch, your supplier may take action such as installing a prepayment meter.

If you have run out of credit

If you cannot top up your meter because:

• you cannot afford it 
• you are having problems topping up

Your supplier should offer temporary credit. This may be added automatically. If it is not, contact your supplier straight away and ask for it. You will need to agree how you will pay this back.

Grants to help with your energy debts

You may be able to get a grant to reduce or clear your energy debt. Many suppliers offer hardship funds, including:

• British Gas Energy Trust
• EDF Energy Customer Support Fund
• E.ON Next Energy Fund
• Octopus Assist Fund
• OVO Customer Support Package
• Scottish Power Hardship Fund
• Utility Warehouse Hardship Fund
• Utilita Helping Hand Fund

If your supplier cannot help, you can still apply to the British Gas Energy Trust. You do not need to be a British Gas customer.

Emergency pre-payment voucher schemes

If you have a prepayment meter and are in crisis, you may be able to get emergency energy vouchers. There is a limit of three vouchers per household in a rolling year. Please contact us, and we can help you apply.

Housing association tenants

Your housing association may be able to help with energy vouchers or other support. Contact them to find out what help is available.

Fuel Direct

You may be able to repay your fuel debt through Fuel Direct, with payments taken directly from your benefits.

You must get one of the following benefits to qualify:

• Income-Based Jobseeker’s Allowance
• Income Support
• income-related Employment and Support Allowance
• Pension Credit
• Universal Credit

If you get Universal Credit and are working, you can only use Fuel Direct if you earn less than your ‘work allowance’.

More information on Fuel Direct is available on the Gov.UK website.

Financial support - oxygen concentrator

If you use an oxygen concentrator at home, you can claim money back for the electricity it uses from your equipment supplier. To claim, contact:

• Dolby Vivisol Home Respiratory Care
• Air Liquide Healthcare
• Baywater Healthcare
• BOC Home Oxygen Service can be contacted by email to boc.hop@nhs.net or by phone on 0800 136 603, Monday to Friday, 9am to 6pm

Other support available

The Priority Services Register ensures energy suppliers and network operators provide extra help to vulnerable energy customers.

If you have cancer and are worrying about money, you can contact the Macmillan financial support team for advice. This is available seven days a week and is free of charge.

The following websites may also help:

• Cold Weather Payments
• Child Winter Heating Assistance
• Home Energy Scotland
• Martin Lewis Energy Tips
• National Debt Line (Gas and Electric Arrears)
• Warm Home Discount Scheme
• Winter Fuel Payment

Contact us

Complete our online enquiry form, and we will get back to you within 5 working days. If you can't use the form, use the contact details on this page to get in touch. We will offer you an appointment with a Money Adviser.

You can also visit our Money is not the only problem online resource, which has information on financial support and help with wellbeing.