I Can’t Afford My Energy Costs

Young family with baby worried about family budget and high taxes and bills. Inflation concept.

We know that the energy crisis is making things very tough at the moment. More people than ever before are struggling to pay for their heating and electricity.

We also want you to know that the situation isn’t hopeless: by law, your energy supplier has to work with you to make sure you can afford to power your home.

Whether you’re struggling to pay your bill or top up your meter, we’ll help you understand how your energy supplier can support you. We’ll also give you the tools you need to speak to your supplier and get a good result.

For more information on how your energy supplier should be helping you, see our Know your rights when speaking to your supplier guide.

It’s also important to make sure you’re getting all the help you’re entitled to when it comes to your energy bills. See our Financial support section to check what support is available.

I can’t afford my energy bill

If you can’t afford to pay your bill, tell your energy supplier as soon as possible. Legally, your energy supplier has to offer a payment plan you can afford. 

We’ve put together a guide for speaking to your energy supplier. It goes through what you need to say, step-by-step. It’s easy to follow and will help you get a good result. 

Click here for the Speaking to your supplier if you can’t afford your energy bill guide 

Remember: your energy supplier needs to find a solution that works for you.

I can’t afford to top up my meter 

If you can’t afford to top up your prepayment meter, tell your energy supplier as soon as possible. They can offer ways to help with energy bils. 

Legally, your energy supplier must offer: 

  • Emergency credit 
  • Friendly hours. These are times when you can keep using gas or electricity even if you have run out of credit. Friendly hours run overnight, at weekends, and on public holidays. 
  • Extra support credit if you are vulnerable

Each of these types of credit will need to be repaid. Legally, your energy supplier has to offer you a payment plan you can afford. 

Use our helpful step-by-step guide to help you speak to your energy supplier if you can’t afford to top up your meter.

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