Gas and Electricity Payment Problems

Speak To Your Supplier.
To be disconnected, your supplier would have to think you are someone who won't pay rather than someone who can't pay. Severing  communication with your supplier will lead then think you just won't pay.

Summary: Advice for consumers having difficulty in paying their energy bills, and what to do if you have arrears to repay which you can't afford.

In the first instance - contact your energy supplier for help. If your supplier does not fully appreciate your circumstances; they will not be sympathetic to them. Energy suppliers make considerable efforts to encourage customers to discuss their circumstances with them directly so that a suitable payment arrangement can be put in place to recover the arrears. Failing that, suppliers have an obligation to offer the installation of a prepayment meter to avoid the need for disconnection.

Some suppliers offer cheaper energy deals to those customers on low incomes. Many suppliers can offer free or subsidised energy efficiency measures to customers on low incomes as part of the Government's Energy Efficiency scheme.

Disputed payments

The law surrounding the supply of gas and electricity states that supplies must be maintained while there is a genuine dispute over the outstanding payments. If you are concerned about disconnection over a disputed bill, whether it is the amount or your liability for it, register this immediately with your supplier.

Home Heat Helpline is a free national helpline for customers having difficulties paying their fuel bills. www.homeheathelpline.org.uk

Help for vulnerable customers

Each supplier has their own process to deal with customer payment difficulties. This is influenced by a guidance document Preventing Debt and Disconnection, published by OFGEM, the Government's regularity body for gas and electricity supply.

Priority Service Register (PSR)

If you are of pensionable age, disabled or chronically sick you may qualify for the Priority Service Register (PSR). Suppliers are prohibited from disconnecting a home occupied by a customer eligible for the PSR during the winter months (1 October - 31 March). Customers on the register are entitled to additional services free of charge, such as:

• Free annual gas safety checks for qualifying customers.
• Quarterly meter reading services (if no person occupying the premises is able to read the meter).
• Having a prepayment meter moved to improve access.
• Priority in an emergency (this could include providing alternative heating and cooking facilities in the event of supply disconnection).

How Harrington Brooks Can Help

Many of our clients come to us having problems juggling energy payments with multiple repayments for loans, credit cards and other debts. The collections departments for these other creditors tend to aggressively chase their own interests causing our clients to miss what are really higher priority payments such as their energy bills.

Can't afford current Energy Bills?

If you can't afford your current energy bills because your other debt repayment commitments are too high, then debt management plan (or IVA) may be the best solution for you. We would assess you circumstances and produce what's called a common financial statement. This is a document which your creditors will agree is a fair reflection of the income and essential expenditure. What is left over is called disposable income, and only this need go towards unsecured debt repayments. Clearly gas and electricity is an essential expenditure and can be budgeted for ahead of your unsecured credit repayments.

Can't afford to pay arrears on Energy bills?

Many of our clients have already fallen into arrears before they contact us. In such cases they can include these arrears as part of a financial management plan (or IVA) as a creditor, just like any other unsecured debt. Fair payments towards arrears are worked out from the client's disposable income.

Concerned about disconnection

If you're concerned about impending disconnection, please contact us for immediate assistance. If your supplier understands an agency such as ourselves are here to assist and represent you, this may help prevent action on their part.