British households struggling with energy bills have been urged to contact their providers for support, as the number of those in debt has more than tripled in one decade. The number of electricity customers behind on bills without a repayment plan has soared from 300,000 in 2012 to more than one million by the end of 2024.
Meanwhile, gas arrears also tripled over the same period, rising from 300,000 to 900,000, according to the Resolution Foundation’s Money On My Mind report. Simon Trevethick, head of communications at debt advice charity StepChange, said: “The sheer weight of everyday costs is pushing households to the brink.”
He added that one “practical step” to take is “reaching out to your energy provider, local authority or a free debt advice provider if you fall into difficulty or arrears.”
Some energy providers have support funds in place that can be used to offer free energy-saving technology and advice to help cut bills and write people’s energy debts off.
Here are a few providers – including British Gas and Octopus – with schemes in place, along with information on how to seek help if you’re struggling.
British Gas
The British Gas Energy Trust, which is an independent charitable organisation funded by British Gas, is currently offering support through its Individual and Families Fund. This fund is available to both British Gas and non-British Gas customers.
Pre-payment meter households must be seeking to clear between £50 and £1,700 of energy debt, while credit households must have between £250 and £1,700 of energy debt.
If this applies, people can apply if they live in England, Scotland or Wales and have not received a grant from British Gas in the last two years.
However, the energy charity urged non-British Gas customers to check that their own energy providers aren’t offering support before applying. It said: “Customers of OVO, Boost, E.ON, E.ON Next, EDF, Scottish Power, Octopus, Shell Energy, SSE, Utilita and Utility Warehouse – these suppliers have their own energy support funds, please apply directly to them.
“You can only apply to the Individuals and Families Fund if you have already applied to your suppliers’ fund and have been declined. Evidence will be required.”
Households may also qualify if their income is below £18,723, or if a member of the household is registered disabled and receiving disability benefits, claiming Carer’s Allowance, or has three or more children.
Additionally, you must have received help from a money advice agency or used British Gas’s partner’s self-help Benefit Calculator tool within the last six months.
If you meet these criteria, you may be eligible for a Trust grant.
ScottishPower
ScottishPower’s Hardship Fund can help by clearing or reducing outstanding balances on ScottishPower customers’ energy accounts.
If you’re on a lower income and are struggling to pay your energy bills, you may be eligible to apply.
According to the energy giant, you could qualify for help from the ScottishPower Hardship Fund if you meet the terms and conditions and you’re receiving at least one of the following benefits:
- Income-related Employment and Support Allowance
- Income-based Jobseeker’s Allowance
- Income Support
- Housing Benefit
- Universal Credit
- Child Tax Credits
- Working Tax Credits
- Pension Credit Savings Credit (PCSC).
You may also qualify if your household income is low or if you have special circumstances that could make you eligible. For example, if you have experienced a reduction in income due to illness.
ScottishPower noted that the terms and conditions are subject to change and that households will be assessed to determine whether they are eligible for the Hardship Fund when their application is reviewed. Click here for more information about how to apply.
Octopus Energy
Octopus Energy customers struggling with their bills are urged to contact the provider, as there are several ways it can help out.
The firm’s financial hardship fund, ‘Octo Assist’, is worth £30million and provides support to those in need. If you’d like to apply, Octopus will ask you to fill out some information about your income and expenses to better understand your situation.
Then, it’ll offer advice and support that’s most appropriate for your circumstances from a number of wide-ranging schemes, such as standing charge holidays, personalised account help, and direct bill support.
As part of its support schemes, you can borrow a thermal camera for free to find draughts around your home. Octopus will also identify customers with medical vulnerabilities to receive a free electric blanket.
People can find out more or apply for the Octo Assist fund here.
EDF
EDF has teamed up with Citizens Advice Plymouth to provide free, independent advice to help people manage their debt and reduce their energy costs.
According to the provider, the team can also help you with “energy poverty, benefits and grants, and financial hardship”. More information can be found about this here.
In addition to this, EDF has urged those who need extra or specialised support to join its Priority Services Register. Once joined, EDF said it can provide more support, including help:
- If you have an illness, a disability, or a mental health problem
- To manage your energy bills
- To work out what benefits you can get.
If you’re struggling with energy bills and your supplier hasn’t been named in this list, don’t panic – the list is not exhaustive. Visit energy regulator Ofgem’s dedicated page to find out what other support is available.
