- Energy suppliers
- Must offer a payment plan based on what you can afford
- Prepayment meters
- Forced installs are a last resort with strict rules
- Water
- Households cannot be disconnected for non-payment
- Priority debt
- Yes: you need energy and water
On this page
Your rights with energy suppliers
Under Ofgem rules, your supplier has to help if you are struggling, usually by agreeing a payment plan based on your ability to pay. Options can include a review of your payments, payment breaks, access to hardship funds and a payment plan.
Tell them if you are vulnerable, for example if you depend on energy for medical equipment, or if there are very young or older people in the household. You can also ask about the Priority Services Register.
Prepayment meters
Suppliers can only move you to a prepayment meter against your wishes as a last resort. They must try to agree repayment options first, give you a chance to pay, check it is safe and suitable and, where they need to enter your home, get a court warrant. Very vulnerable customers should not be forced onto one. If you think a supplier has fitted a meter wrongly, complain to the supplier, then to the Energy Ombudsman.
Talk to a free adviser first
An adviser can look at your whole budget, deal with creditors for you and explain which option suits you. Get free debt advice.
Water and sewerage
Water companies cannot disconnect a household for non-payment, but they can chase you and take court action. Ask about social tariffs, payment plans and support schemes if you are on a low income.
Getting help paying
- Contact your supplier early and ask for a payment plan you can afford.
- If you receive benefits, ask about Fuel Direct, where payments are taken directly from your benefit.
- Ask about supplier hardship funds and charitable trusts, and your council’s local support.
- Check you are not being charged for estimates that are too high. Give meter readings.
- Breathing Space gives 60 days of protection while you get advice.
Ofgem’s planned Debt Relief Scheme
Ofgem has planned a one-off scheme to write off some energy debt built up between April 2022 and March 2024 for households in genuine difficulty. It was announced as expected to launch in spring 2027, so it is not available yet and the details may change. Check Ofgem’s website for the latest.
Frequently asked questions
Can my energy supplier cut me off?
Disconnection is rare and a last resort. Suppliers must follow rules on warnings and support, and there are extra protections for vulnerable households.
Can I be forced onto a prepayment meter?
It is possible but heavily restricted. The supplier must follow Ofgem’s rules and, to enter your home, normally needs a court warrant.
Does energy debt affect my credit file?
Some suppliers report to credit reference agencies, and defaults or unpaid balances passed to collectors can affect your record.
Can energy debt be included in a debt solution?
Arrears can be included in solutions such as a DMP, IVA or DRO. Ongoing usage still has to be paid.
What about phone and broadband debt?
Those are unsecured debts, but providers must treat you fairly too. Ask about social tariffs and payment plans.
This guide gives general information and is not personal advice. Rules and limits change, so check with a free adviser before acting. Last reviewed 11 November 2026.