Struggling To Pay Your Energy Bill

Help If You're Struggling To Pay

We understand that life doesn't always go to plan. Addressing payment difficulties early can prevent things from becoming more stressful over time, and our team will always treat your situation with sensitivity and confidentiality.

How We Can Support You

If you're finding it hard to pay your energy bill – or think you might struggle soon because of a change in circumstances or reduction in business income, please get in touch with us as soon as you can. We're here to help and will work with you.

Payment Plans

If you're struggling to pay your bill, we can agree on a payment plan that allows you to repay what you owe over a reasonable period of time, based on your individual circumstances.
When setting up a plan, we'll take into account:

Your ongoing energy usage and future charges.
What you can realistically afford to pay.
Any previous payment arrangements you've had.

To make sure arrangements are fair and affordable, we use an affordability questionnaire based on the Common Financial Statement (CFS). This approach is supported by the British Bankers' Association, the Money Advice Trust, and the Finance & Leasing Association, and helps ensure that solutions are agreed without unnecessary delay.

Once a plan is agreed, we'll confirm the details in writing within 10 working days. If your circumstances change and you feel you can no longer afford the agreed payments, please get in touch with us straight away so we can review your plan.

Consumer Council For Northern Ireland

If you're unhappy with a repayment arrangement we've proposed and we're unable to reach an agreement together, you can contact the Consumer Council for Northern Ireland for independent help and advice.

Telephone: 0800 012 1177
Email: complaints@consumercouncil.org.uk
Website: www.consumercouncil.org.uk
Address:
The Consumer Council
Floor 3
Seatem House
28–32 Alfred Street
Belfast
BT2 8EN

Customer Services - 0800 012 1177
Opening hours: Monday to Friday, 8 am –6 pm