Guides › Energy and Water Bills › Can't Afford My Energy Bills
Can't Afford My Energy Bills
If you are struggling to pay your energy bills, ask your supplier to agree a payment plan, a payment break or a reduction, to review your payments and debt repayments, and about hardship funds. Free advice is available from Citizens Advice and MoneyHelper. If your supplier does not give enough support, you can complain.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Getting Help
Ask Your Supplier
You can ask your supplier to agree a payment plan, payment break or reduction, review your current payments and debt repayments, and give you access to hardship funds. Ask whether it has schemes or grants for energy costs, debt, or energy-saving home improvements. If you feel you have not had enough support, you can complain. source
Complaints
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
Steps to Take
Step 1 of 5
Contact your supplier early and explain your situation.
Step 2 of 5
Ask for an affordable payment plan, a payment break, and about hardship funds.
Step 3 of 5
Join your supplier's Priority Services Register if you are eligible.
Step 4 of 5
Get free advice from Citizens Advice (England: 0808 144 8844) or MoneyHelper.
Step 5 of 5
If your supplier does not help, complain, then go to the Energy Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Breathing Space can pause interest and contact from creditors while you get debt advice.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofgem.gov.uk/information-consumers/energy-advice-households/getting-help-if-you-cant-afford-your-energy-bills Checked 13 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026