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Energy bill support and hardship funds: where to start

Where to start when energy is unaffordable: accurate billing, affordable payments, supplier support, grants and urgent protection from loss of supply.

Last reviewed: 6 July 2026 · UK guidance

In brief

Contact the supplier before waiting for a grant. Ask for a current meter reading to be used, the balance split between ongoing usage and arrears, and a payment amount based on real affordability.

Hardship funds and charitable grants have separate criteria and may require debt advice or evidence. They can reduce arrears, but the household still needs a plan for future energy use.

Make the account accurate

Submit a meter reading where safe, query estimated consumption and ask for a bill explanation. If the meter or tariff appears wrong, request investigation before agreeing a long repayment plan.

Ask for vulnerability and payment support

Explain disability, illness, children, pregnancy, caring or medical equipment. Ask about the Priority Services Register, accessible contact, emergency credit, payment-method changes and an affordable arrangement.

Search grants in the right order

Check the supplier’s fund, British Gas Energy Trust and other verified charitable routes. Read who can apply, whether non-customers are accepted and what advice is required. Never pay a company to submit a grant application.

Use urgent routes when supply is at risk

Self-disconnection, no heating, no credit or medical risk needs immediate supplier or emergency contact. A power cut is a network issue, while inability to top up is a payment issue; describe which one is happening.

A full energy-support request

Use this with the supplier’s affordability team.

My energy account is unaffordable. Please use a current meter reading, separate ongoing usage from arrears, review vulnerability support and calculate a payment based on what I can afford after essentials. Please also identify the current hardship fund, evidence and any urgent support if supply is at risk.

A practical checklist

  • Give a current reading if possible.
  • Separate usage from arrears.
  • Ask about Priority Services and payment support.
  • Check grants without delaying the live account.

Check the current information

These are the most relevant official or specialist places to confirm live rules, availability and application details.

Help with energy bills — GOV.UK

gov.uk

Open official information
Help with bills and energy debt — Ofgem

ofgem.gov.uk

Open official information
Budgeting and money guidance — MoneyHelper

moneyhelper.org.uk

Open official information
Free, impartial money guidance

moneyhelper.org.uk

Open official information

Energy Priority Services Register: what it is and why it matters

What the energy Priority Services Register can provide, who keeps the information and what it does not guarantee.

Read this guide

Warm Home Discount and energy help

How to check the current Warm Home Discount scheme, respond to evidence requests and combine the rebate with wider energy support.

Read this guide

Priority bills: what to pay first when there is not enough money

How to prioritise bills by legal and household consequence when income cannot cover everything—and what to say to the creditors who must wait.

Read this guide

Choose one next action

You do not need to finish everything today. Find a relevant organisation through National Help, or save the action you want to return to in your Support Plan.

Use National HelpOpen my Support Plan

A few closely related starting points, chosen from the same support library.

Energy Priority Services Register: what it is and why it mattersWhat the energy Priority Services Register can provide, who keeps the information and what it does not guarantee.Warm Home Discount and energy helpHow to check the current Warm Home Discount scheme, respond to evidence requests and combine the rebate with wider energy support.Priority bills: what to pay first when there is not enough moneyHow to prioritise bills by legal and household consequence when income cannot cover everything—and what to say to the creditors who must wait.

Use this with a HiddenHelp tool

Turn the information into one manageable next step.

Open Support FinderUse a Self Help sheetBrowse life situations

HiddenHelp explains options and helps you organise a next step. It does not decide eligibility, make awards, or replace regulated legal, medical or financial advice.