Difficulty Paying Your Bill

Payment Plans

If you're struggling to pay your bill, we can agree on a payment plan that allows you to repay what you owe over a reasonable period of time, based on your individual circumstances.
When setting up a plan, we'll take into account:

• Your ongoing energy usage and future charges.
• What you can realistically afford to pay.
• Any previous payment arrangements you've had.

To make sure arrangements are fair and affordable, we use an affordability questionnaire based on the Common Financial Statement (CFS). This approach is supported by the British Bankers' Association, the Money Advice Trust, and the Finance & Leasing Association, and helps ensure that solutions are agreed without unnecessary delay.

Once a plan is agreed, we'll confirm the details in writing within 10 working days. If your circumstances change and you feel you can no longer afford the agreed payments, please get in touch with us straight away so we can review your plan.