Important information about contacting us during the coronavirus outbreak. We’re doing everything to make sure our call centres run smoothly, and are currently operating with a reduced number of customer service advisors. To help us prioritise those most in need, please visit where online help is available. We apologise for any inconvenience this may cause.
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Frequently Asked Questions

I need help with paying my bills, what should I do?

If you're struggling to keep up with your payments, the first thing you should do is contact us to let us know. We'll ask you a few questions and run through any options that may make things easier for you.

After you've spoken to us, there are also other organisations that you may wish to contact:

Citizens Advice

If you'd like to receive independent, impartial and practical advice regarding your energy supply, you can contact Citizens Advice:

Phone: 03454 04 05 06 (Monday to Friday 9am to 5pm)

National Debt Line

Offers free advice, guides and tools on how to deal with debt.

Phone: 0808 808 4000 (Monday to Friday 9am to 8pm, Saturday 9:30am to 1pm)

Money Advice Service

They offer free and impartial money advice, set up by the government. They cover areas such as - Debt & borrowing, Home & Mortgages, Budgeting & Saving, Work & Benefits, Retirement, Family, Cars & Travel, Insurance.

Phone: 0800 138 7777

Charity Organisations 

Step Change

Step Change Debt is the UK’s leading debt advice organisation. If you'd like independent, impartial advice on how you can manage your debts, the Step Change Debt Charity can help. You can contact them by:

Phone: 0800 138 1111 (Monday to Friday 8am to 8pm, Saturday 8am to 4pm)

British Gas Energy Trust

The Trust helps families and individuals experiencing hardship who are struggling with gas and electricity debts by awarding grants to clear those debts.

Phone: 01733 421 060

Age UK

They exist to help older people when they need it most. 

Phone: 0800 169 6565


Turn2us is a national charity helping people when times get tough. They provide financial support to help people get back on track.

Phone: 0808 802 2000

Christians against poverty

They offer help to people in debt and/or poverty through their services, which are all run through local churches.

Phone: 01274 760 720

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