If you’re based in England and Wales:
If you’re struggling to pay your energy bill or have an energy problem, contact the Citizens Advice Consumer Service helpline. The Consumer Service is a free source of independent advice and support.
Consumers in England and Wales can contact their helpline on 0808 223 1133 to be connected to a dedicated Heat Networks adviser.
Lines are open Monday to Friday, 9am to 5pm
Lines are closed on bank holidays
Calls from mobiles and landlines are free.
If you’re based in Scotland:
If you’re struggling to pay your energy bill or have an energy problem, contact Advice Direct Scotland. They offer free independent advice on energy billing and supplier issues. They can refer you directly to the Extra Help Unit service if you need additional support to resolve your energy complaint.
Consumers in Scotland can contact their helpline on 0808 196 8660.
Lines are open Monday to Friday, 9am to 5pm
Lines are closed on bank holidays
Calls from mobiles and landlines are free.
There are also a range of other organisations you can contact for support:
MoneyHelper (www.moneyhelper.org.uk) is a free, government-backed service that offers clear, impartial guidance on money and pensions. It helps people make informed decisions about budgeting, debt, savings, mortgages, insurance, and retirement planning. The service provides tools, calculators, and confidential support to improve financial wellbeing.
StepChange (www.stepchange.org) is a UK charity that offers free, confidential debt advice and practical support, helping people manage money problems through tailored solutions such as repayment plans, budgeting help, and guidance on becoming debt-free.
Energy Saving Trust (energysavingtrust.org.uk) is an independent organisation that provides free, impartial advice on saving energy, cutting bills, and reducing carbon emissions, offering practical tips, tools, and information on grants and support schemes.
Find ways to save energy in your home (www.gov.uk/improve-energy-efficiency) is a free service from the UK Government offering personalised recommendations to make your home cheaper to heat and more energy efficient—showing estimated costs, potential savings, and clear next steps.
Samaritans (www.samaritans.org) is a charity providing free, confidential emotional support to anyone who is struggling, feeling overwhelmed, or in need of someone to talk to, available 24/7 by phone, email, or in person.
Shout (giveusashout.org) is a free, confidential text messaging service that provides immediate support to anyone feeling stressed, anxious, or overwhelmed, available 24/7.