Energy bills

If you are in debt with your energy supplier, you should contact them directly to discuss your situation so that a reasonable payment agreement can be reached. This will help avoid the debt getting worse.

If an agreement cannot be reached, then the supplier must install a prepayment meter to help you repay the debt and avoid the need for a disconnection.

It is crucial that you get in touch with your supplier if debts are beginning to mount up.

For information on Positive Input Ventilation (PIV) and how it can help improve ventilation and energy bills in your home, see Positive Input Ventilation (PIV) system.

Help you may be entitled to:

The Priority Services Register

The Priority Services Register is open to anyone of pensionable age, or who is disabled or chronically sick.

It can offer:

• free energy use advice
• a password protection scheme
• meters moved to an accessible place
• controls and adaptors for appliances
• quarterly meter readings
• bills sent to a relative, friend or carer for checking
• if all adults in your home are on the Priority Services Register - you may get help when supply is disrupted to make sure your home is warm
• advance notice of planned interrupted supply
• meter readings supplied in suitable formats

For more information go to Citizens Advice: Getting extra support from your energy supplier.

Winter Fuel Payment

Winter Fuel Payment (or Winter Fuel Allowance) is an annual payment to help with heating costs, made to households with someone over pension credit age.

Not heating your home properly can put you at risk of cold-related illnesses such as a heart attack or even hypothermia.

How much you will get

To find out how much you could get, see GOV.UK: Winter Fuel Payment.

You only need to claim this allowance once - then you should get the payment annually as long as your circumstances do not change.

The payment will be made directly into your bank account in either November or December. 

If you don't receive the payment call the Winter Fuel Payments Helpline on 0845 915 1515.

For more information go to GOV.UK: Winter Fuel Payment.

Cold Weather Payments

Cold Weather Payments are made to eligible people when the weather is very cold.

Find more information at GOV.UK: Cold Weather Payment.

Warm Home Discount

You could be eligible for £150 off your electricity bill for winter under the Warm Home Discount Scheme.

The money isn't paid to you - it's a one-off discount on your electricity bill.

Find more information at GOV.UK: Warm Home Discount Scheme.

If you are unhappy or confused about your energy bill, the first thing you should do is to contact your fuel supplier using the details on your last bill.

Explain to your supplier what the problem is, and what you would like them to do about it.

Help and support

We have an Energy Officer who will be happy to help if you feel that you cannot approach your supplier yourself, or if you are having difficulty. 

Citizens Advice

If you feel that you need to take matters further, you can contact Citizens Advice consumer service on 03454 040506 or visit Citizens Advice.

You will need to make an appointment.

Making a complaint

For information on the complaints procedure visit Ofgem: Making an enquiry or complaint.

Whoever you buy your gas and electricity from, you need to make sure you are getting a good deal.

Ofgem note that for many people, switching to a different supplier can result in large savings.

Even checking that you are on the best tariff with your current supplier could save you money.

You can contact your current supplier using the details on your most recent energy bills, or if you are thinking of switching supplier, go to Ofgem: How to switch energy supplier and shop for a better deal. 

• Get energy saving tips for your home from the Energy Saving Trust
• Use the Great Home Energy Calculator to see how your actual annual energy consumption compares to the average home in your area.
• Find an energy certificate for a property in England using GOV.UK: Find an energy certificate.
• The Energy Saving Trust have a free and impartial helpline which provides advice on how to save energy in the home, contact the Energy Saving Advice Service: 0300 123 1234 (you only pay the price of a national rate call), or email energy-advice@est.org.uk.

Smart meters are the new generation of gas and electricity meters.

They are being installed in homes across Great Britain at no extra cost, to replace the traditional meters, including prepay meters.

What smart meters do

A smart meter sends automatic meter readings directly and securely to your energy supplier, resulting in accurate bills, an end to estimates and manual meter readings.

The accompanying in-home display is a portable device which shows you exactly how much energy you're using and what it's costing you in pounds and pence, in near real time.

Smart meter rollout

The smart meter rollout is happening across Great Britain between now and 2020.

Energy suppliers will install over 53 million smart meters in over 30 million homes and microbusinesses.

Suppliers are rolling out smart meters to their customers at different times.

When you can get one depends on many different factors including the age of your existing meter and the type of home you live in.

Getting a smart meter in a rented property 

If you pay your gas and / or electricity bills and they're addressed to you rather your landlord, you don't need your landlord's permission to get a smart meter (although you should inform them).

If your landlord pays the bills, you should check with them first before arranging your smart meter installation.

Getting a smart meter on prepay 

Smart meters will make prepay as easy as pay-as-you-go on your mobile.

Some suppliers are already rolling out smart prepay meters and in the future, all smart meters will be able to switch between credit and prepayment modes.

With smart prepay, you should be able to:

• Conveniently see how much credit is left on your smart meter in-home display, without having to manually read or access the meter.
• Top up when and where you want to - online, with an app, on the telephone, or via text message.
• Top up in person at their local store/outlet, without any need to put a key or card back into a meter. Payments will automatically be added to your account. You will always be able to top up with cash.
• Pay the same rates as everyone else - smart meters will remove the need for prepay to be more expensive than other tariffs.

How to get a smart meter 

Every home in Great Britain is entitled to a smart meter at no extra cost.

There are three straightforward steps to getting one installed:

1. Call the supplier - everyone was offered a smart meter by 2020. You should contact your supplier directly to see if you can get a smart meter fitted now.
2. Fix a time and day - you should then agree when your supplier will come and install their smart meter, bearing in mind the installation usually takes around two hours.
3. Be home for installation - either you, or if they can't be there, a nominated, responsible adult will need to be present during installation. The installer will fit the meter and show you how to use the in-home display.

For more information about the rollout visit Smart Energy GB.

We have joined together with National Energy Action (NEA) who has recently set up an new energy advice hotline - 0191 269 2929.

Trained staff are on hand to provide advice and guidance for anyone who needs help or information around fuel bills, debts, switching suppliers and reducing energy costs through household efficiency. NEA can also offer home visits to anyone who wishes.

For more information or help and advice, please call 0191 269 2929.

You can also visit their website at NEA.