Struggling to pay for gas and electricity

Many household income have been affected by the pandemic which has lead to household struggling to pay bills.

Help is available on most household bills, energy suppliers are offering help to those who are struggling to pay bills both pre-pay and credit meter.

 

Credit meters.

Residents with credit meters need not worry their supply will not be cut off or disconnected, disconnection of standard meters have been suspended. 

All energy suppliers have agreed to provide support to anyone  in financial difficulties which can include debt repayments, bill re-assessment or a payment plan, reduced or pause the bills.

 

Supplier	Delaying bill due dates?	Removing late payment charges?	Allowing repayment over longer periods?	Reassessing monthly payments?	Offering alternative ways to pay?	How to get help *(1)
British Gas	Yes	Yes	No	No	No	call :0333 202 9802
EDF	Yes	No	Yes	No	Yes	call:0333 200 5100
E.on	Yes	No	No	Yes	No	call:0345 052 0000
Npower	Yes	No	Yes	No	Yes	call:0800 073 3000
Scottish Power	Yes	No	Yes	No	Yes	call:0800 027 0072
SSE	Hasn't committed to any specific measures, but will offer help on a case-by-case basis.					call: 0345 070 7373
Bulb	No	No	Yes	No	Yes	call:0300 303 0635
Octopus Energy	Hasn't committed to any specific measures, but will offer help on a case-by-case basis.					call:0808 164 1088
Ovo Energy	No	Yes	Yes	Yes	No	call: 0330 303 5063
Shell Energy	Yes	No	Yes	No	No	call: 0330 094 5800
*(1) Suppliers are urging you to contact them via email or live chat first, where possible, with any non-urgent queries.

 

 

 

Pre-payment meter

The regulator OFGEM has written to all suppliers stating they expect supplier a to take proactive measures to support pre-payment meter customers especially vulnerable customers.

Suppliers have stated they will deal with issues case by case, therefore residents are advised to contact there suppliers.

Supplier	What they offer	How to get help
British Gas	If a customer is self isolating and they think their credit will run out, please inform them  to contact British Gas as they will find a solution on a case-by-case basis.	Call 0333 202 9802
EDF	EDF says it can post top-up cards or keys loaded with credit to the customers home. EDF has advised those who are self-isolating to ask friends and family to help them top up. Where this is not possible, it says it can deliver 'preloaded' cards and keys – the balance will be collected back at a "suitable rate" later.	Call 0333 200 5100
E.on	E.on says it can post top-up cards or keys loaded with credit to the customers home or send an engineer to top up their meter. If the electricity meter falls below 50p of emergency credit, E-On can send a card or key in the post.  However, it advises customers to top up a little extra or ask a trusted person to help to prepare for self-isolation.	Call: 0345 052 0000
NPower	Npower has not stated what help can be provided for those who have to self isolate it would be worth giving them a call.	Call 0800 073 3000
Scottish Power	Scottish Power has advised customers who need to self-isolate to ask a friend, neighbour or family member to top up for them, and to add more credit to their meter than normal.	Call 0800 027 0072
SSE	SSE says it can post top-up cards or keys loaded with credit to customers home. It's encouraging customers to keep at least 14 days' worth of credit on their meter, and says it can help by reducing any debt repayments customers are making through the meter.	Call 0345 026 2658
Ovo	Hasn't committed to sending out top-up cards or keys loaded with credit. Ovo is advising customers to ask friends, family or neighbours to top up for them. Ovo has set up a dedicated team to help those in danger of losing supply.	Call 0330 102 7517
Bulb	Bulb says it can post top-up cards or keys loaded with credit to customers home.   Bulb has advised customers who are self-isolating to ask friends and family to help them top up. Where this is not possible, it says customers can pay online and a preloaded card will be delivered.	Call 0300 303 0635

Broadband

Broadband customers who are struggling to pay their broadband bill or require broadband but not able to afford it and require access for home schooling, help is at hand.

For customers who are struggling to pay, the advice is to please contact their providers, they are there to help and will try and find a suitable solution.

OFCOM the communication regulator have inform broadband providers not to disconnect customers who are struggling to pay and to only disconnect those who are requested to be disconnected.

If a resident does not have access to broadband and requires access due to home schooling, residents maybe able to get additional data.

The scheme is open is open to children and young people in England.

• don’t have access to a fixed broadband connection
• can't afford additional data to be able to access educational resources
• cannot currently attend their school and get education face-to-face.
• have access to a mobile device, the following providers are offering the following:-
• EE - offering free unlimited data.
• O2 - offering free unlimited data.
• Sky Mobile - offering a one-off 100GB of additional data to pay monthly customers. Pay as you go (PAYG) customers are excluded.
• Smarty - offering unlimited data.
• Tesco Mobile - offering 20GB/mth of additional data to pay monthly customers. PAYG customers are excluded.
• Three - offering unlimited data
• Virgin Media - offering 20GB/mth of additional data to pay monthly customers. PAYG customers are excluded. 
• Vodafone - offering unlimited data to pay monthly customers and PAYG customers who pay £10+/mth for their bundle.

Residents whose child/children do not have access to a smart mobile can request a 4G router through their child/children school or Camden council before the 31st July 2021, for more information, please refer to the link here.