No! We understand its not always possible to pay the entire balance in one go.
If you are struggling to pay your utility or heating bills the solution isn't to be cold or switch off essential utility supplies. In the first instance, please Get in Touch, we can help you set-up payment plans to manage your outstanding debt and provide useful help and support.
If you have built up any debt on your PAYG meter, you might need help in paying it off and it might be possible to set up a Payment Plan, where you contribute a proportion of your future payments towards the arrears. Just ask our Debt Management team for support.
The aim of a Payment Plan is to agree a regular payment that will cover your usage and reconcile the debit balance within given time frames. Making it more manageable for you.
Ask our Debt Management team about setting up a Payment Plan today!
Your Payment Plan can be paid monthly via Direct Debit.
Yes. We understand circumstances change. For that reason we can be flexible. Plans can be reassessed to accommodate changes in lifestyle etc.
If you need to request a change to your Payment Plan get in touch with our team.
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.
