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When Life Changes / Energy and water debt

When Life Changes

Energy and water debt

Practical steps for keeping essential supply safe, checking the account and agreeing support you can maintain.

This route may help: Households with arrears, unaffordable payments, prepayment difficulties or high use linked to health or disability.

Start with the first checksOpen My Next Steps
Start here

First, reduce the immediate pressure

You do not need to complete the whole route. Check these three things, then choose one next action.

  • Tell the supplier if supply, prepayment credit or essential medical equipment is at risk.
  • Check the bill is based on accurate readings and the correct household details.
  • Do not promise a payment you cannot maintain after essentials.
Step by step

A practical order to work through

This order is a guide, not a test. Skip anything that does not apply.

  1. 1

    Make the account accurate

    Check readings, estimated use, tariff and who is responsible for the bill.

  2. 2

    Explain vulnerability or high use

    Ask about Priority Services, WaterSure and communication adjustments.

  3. 3

    Ask for affordability support

    Discuss payment plans, social tariffs, hardship funds and grants.

  4. 4

    Get independent advice if needed

    Use free debt advice if the proposed plan is still unaffordable.

Choose the right tool

What would make the next step easier?

Use one tool now. The others can wait.

Support FinderChoose Energy or Water and your provider to build a starting card.OpenBill TrackerKeep the amount, due date and contact notes together.OpenMy Next StepsSave the provider route and next review date.Open
Prepare gently

Self Help sheets for this situation

Use a sheet to organise thoughts, prepare words or remember what was agreed.

Bill stress resetFocus on one worrying bill and decide the safest next action.Before I make a phone callPrepare the account details, questions and words you may need.What to say when asking for helpWrite a short explanation and ask clearly for the support you need.
Read only what helps

Relevant guides

These explain the most common next questions in plain English.

Energy bill support and hardship funds: where to startWhere to start when energy is unaffordable: accurate billing, affordable payments, supplier support, grants and urgent protection from loss of supply.Water bill help: social tariffs, WaterSure and high-use supportHow water-company social tariffs, WaterSure, metering and payment plans differ—and how to ask the company to compare them for your household.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.
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Save this route for later

Save the checklist to My Next Steps, then return when you have more time or energy.

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HiddenHelp helps you organise possible routes and next steps. It does not decide eligibility or replace emergency, medical, legal, safeguarding or regulated financial advice.