Difficulty Paying Your 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 such as redundancy, illness, or reduced income – please get in touch with us as soon as you can. We're here to help and will work with you to find a solution that feels manageable.

We regularly review customer accounts to spot any early signs that someone may be having difficulty paying. If we believe you may need support, we'll contact you to talk through the options available. Once we agree on a way forward, we'll keep your account under regular review to make sure the arrangement continues to work for you.

If you'd like to speak to us, please get in touch with our Customer Services team on 0800 012 1177
Opening hours: Monday to Friday, 8 am –6 pm
Below are some of the ways we – and other organisations – may be able to help.

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.

If payments are not maintained, and where appropriate, we may consider installing a prepayment meter to help manage ongoing energy use and repay the outstanding balance. This will always take your ability to pay into account.
With your consent, we may also use information from other organisations (such as benefits agencies) to help assess what you can afford.

Prepayment Meters to Repay Debt

If it's suitable and safe to do so, we can arrange a prepayment meter. This allows you to pay for the energy you use while also gradually repaying any outstanding balance.
A portion of each top-up you make will go towards clearing the debt. The amount deducted is based on your personal circumstances and what we believe you can reasonably afford. The maximum deduction is 40% of each top-up.
Example:
If you top up £10, £6 will be credited to your meter for energy use, and £4 will go towards your outstanding balance.
If you'd like to clear your balance more quickly and can afford to do so, we can increase the deduction above 40% at your request. This can be reduced again if you later find the payments difficult.
You'll receive an annual statement, and we'll let you know once your balance has been fully cleared. You can also check how much remains by calling our Customer Services team on 0800 012 1177.

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

Free Money and Debt Advice

If you're dealing with financial difficulties or multiple debts, free, independent advice is available from trusted organisations. These services can help you understand your options and, if needed, we'll work with them to agree on a suitable repayment arrangement.

Advice NI – Support to independent advice organisations in Northern Ireland
Tel: 02890 645 919
Citizens Advice – Free, independent advice across the UK
Website: www.citizensadvice.co.uk
StepChange Debt Charity – Free, practical debt support
Tel: 0800 138 1111
Shelter: Offers free confidential advice in: housing, debt, welfare benefits – 0808 800 4444
If you're worried about paying your bill, please remember you're not alone, and help is available. Free Money and Debt Advice If you’re dealing with financial difficulties or multiple debts, free, independent advice is available from trusted organisations. These services can help you understand your options and, if needed, we’ll work with them to agree a suitable repayment arrangement.
Advice NI – Support to independent advice organisations in Northern Ireland
Tel: 02890 645 919
Citizens Advice – Free, independent advice across the UK
Website: www.citizensadvice.co.uk
StepChange Debt Charity – Free, practical debt support
Tel: 0800 138 1111
Shelter: Offers free confidential advice in: housing, debt, welfare benefits – 0808 800 4444
If you’re worried about paying your bill, please remember you’re not alone, and help is available.