We know that everybody is different, so we’ll do our best to work with you to find a solution that’s right for you. You can reach us on the phone 02920 100346 or by using our website live chat.
It’s important to remember that your daily standing charge is applied to your account even if you’re not using any heat or hot water, just like a traditional gas or electricity supply.
If you need a bit of time to get back on your feet, we might be able to pause your payments for a short while.
If you’ve had a change in personal circumstances that’s had an unexpected impact on your income, such as illness, redundancy, or bereavement, you may be eligible. Just give us a call.
We know that one size doesn’t fit all, that’s why we offer a number of different ways to pay.
A payment plan can help spread the cost of your heat and hot water over flexible payment periods to make it more manageable. We’ll work with you to understand what you can afford, some of each payment will go towards what you owe and some of it towards the heat and hot water you’re currently using.
For independent specialist advice and support regarding your finances you can contact the following companies.
General money, legal and consumer support.
03444 111 444
Free, independent debt advice:
0800 138 1111
For debt advice and tools for managing budgets.
0800 138 7777
0800 043 4050
While we’ll do all we can to help, you do need to pay for the heat and hot water you use.
If you have an outstanding balance we will send reminders and, if you don’t get in touch, we will continue to contact you about the money you owe. We may contact you by phone, text message, email or letter.
If you don’t get in touch to make a plan or make a payment we may:
We’ll let you know before we do any of the above.
If we ask a debt collection agency to get in touch with you about your outstanding balance you’ll need to contact them using the details they give you.
We will only use agencies regulated by the Office of Fair Trading and if you’re unhappy with the way they work, please let us know.
Warm Home Discount – you could get money off your bills with this Government Led scheme. For more information, please visit:
Winter Fuel Payment – If you were born on or before 25 September 1956 you could get between £250 and £600 to help you pay your heating bills. This is known as a ‘Winter Fuel Payment’. For more information, please visit: