Got an energy arrears letter? Your options
Falling behind on an energy bill is stressful, but suppliers have to follow rules on how they treat customers in debt. Getting in touch early gives you the most options.
What the letter is telling you
Find the amount owed, the period it covers and any date by which the supplier wants you to act. Check the balance is based on actual meter readings — estimated readings can inflate a debt.
What suppliers should do
Ofgem requires suppliers to treat customers in payment difficulty fairly. That includes offering payment arrangements that take account of your ability to pay. Installing a prepayment meter is subject to strict rules and should not be the first step.
Agreeing a payment plan
- Work out what you can realistically afford each month alongside essentials.
- Contact the supplier and propose that amount.
- Ask whether any support schemes or hardship funds are available.
- Get the agreement confirmed in writing.
Extra support
If you are of pension age, disabled, have a long-term health condition or young children, ask to join your supplier's Priority Services Register. Free, confidential debt advice is available from Citizens Advice, StepChange and National Debtline.
If you disagree with the amount
Raise a complaint with the supplier. If it isn't resolved within eight weeks, you can usually go to the Energy Ombudsman.
Published 9 November 2026. This guide is general information, not legal or financial advice. Rules can change and may differ across the UK — check the official sources below for your situation.
Sources
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