Can't pay your energy bill? Your right to an affordable repayment plan

Great Britain · Rules checked 24 October 2026 · Not legal advice

If you're struggling, Ofgem's rules (SLC 27.5 to 27.8A) say your supplier must help. It must offer:

• regular instalments based on your ability to pay;
• payments taken directly from certain benefits ("Fuel Direct"), where available;
• a prepayment meter only where it's safe and reasonably practicable for you; and
• advice on using less energy.

It can't charge you for these (27.5A). It must take account of your circumstances, set default rates only when it lacks information, not insist on substantial upfront payments before reconnecting you, and consider pausing repayments where appropriate (27.8A).

How to ask

1. Do a budget (MoneyHelper has a free planner).
2. Offer an amount you can keep up, on top of your ongoing use.
3. Put it in writing (letter 05 in the kit) and ask for confirmation.
4. If part of the debt is disputed, ask for that part to be left out until the dispute is settled.

Winter disconnection protection

Suppliers must not disconnect you in winter if they know or have reason to believe you're of pensionable age and live alone or only with other pensioners or under-18s, and must take reasonable steps to avoid it where someone is of pensionable age, disabled or chronically sick (SLC 27.10 to 27.11).

Free help

StepChange, National Debtline and Citizens Advice give free debt advice and can speak to your supplier. Ofgem has also announced a Debt Relief Scheme for some older energy debts of people on means-tested benefits. Its start date wasn't confirmed when we checked, so ask your supplier. Worried about a forced prepayment meter? See the rules.