Contact the energy provider

Help the tenant take steps to check their energy account and manage any arrears.

Check what type of energy the household uses

Check if the household has gas, electric or dual-fuel. The household could use different suppliers for different types of energy.

Some households use off grid energy, for example oil, LPG, coal or wood.

Read more about oil, LPG, coal or wood fuel at Citizensadvice.org.uk.

Check how the household pays for energy

Check if the household has a pre-payment meter or pays by direct debit. If the household pays by direct debit, check if the bills are estimated or based on usage.

Read more about different types of energy meter at Age.uk.

Get an accurate meter reading

Ask the tenant for a recent meter reading. If the household is unable to provide one check if:

• the meter is working

• they can safely access the meter

• they know how to read it

• the display works if it is a smart meter

An accurate reading can correct high estimated bills or reduce arrears.

Check for contact from the energy provider

Ask the tenant if the energy provider has contacted them, this could be by telephone, letter, email or through an online account or application. Communication could include:

• warnings about arrears on the account

• notice of repayment agreements

• messages about installing a prepayment meter

• requests for access to install a meter

• messages about high usage or issues with the meter

Ask for copies of the letters or correspondence. Some tenants experiencing fuel poverty may avoid post or correspondence. Obtain a form of authority to get the information directly from the energy provider if the tenant does not have the documentation.

Speak to the energy provider

If the tenant cannot contact the supplier themselves, you may be able to speak on their behalf with their consent.

Obtain a signed form of authority from the tenant, the energy provider will need a record of this to discuss the account.

Explain the tenant’s financial situation and any vulnerabilities in the household. Ask the supplier to review the account and check if bills have been based on high or inaccurate estimates.

Financial help the energy provider can give

Some energy providers have resources to support customers experiencing hardship because of energy costs.

Prepayment meters

If the household uses a prepayment meter, ask the energy provider to:

• add emergency credit

• give additional support credit if the tenant is vulnerable

• pause or reduce any debt repayment deductions

This could help prevent the household being without energy if the meter runs out of credit and disconnects. This is referred to as self-disconnection.

Payment by direct debit

If the tenant pays by direct debit, check that the amount is affordable and based on accurate meter readings.

Energy providers usually set direct debits using estimated annual usage, then spread this over the year. Ask them to review the amount.

Ask the energy provider to:

• check the direct debit reflects actual meter readings, not estimates

• reduce the payment if it’s been set too high

• explain why any recent increases have been made

Make sure that the tenant understands that:

• usage is often lower in summer, so bills may look cheaper at that time

• reducing the direct debit too far could mean payments won’t cover winter usage, this can lead to a build‑up of arrears

Reducing a monthly payment should only be considered as a short term solution as it increases the risk of arrears.

If the household cannot afford ongoing energy costs, they may need specialist money and debt advice.

Read more about where to get debt and money advice at Shelter Legal.

Manage fuel arrears

If the tenant is paying towards arrears as well as current usage, ask the energy provider to:

• pause arrears payments

• reduce the repayment amount

• carry out an affordability assessment

Highlight any medical conditions, disabilities, or caring responsibilities that affect the household’s ability to pay.

Pausing arrears payments can help the tenant stabilise the account and avoid further debt where difficulty paying is temporary. For example, a decrease in income because of a temporary reduction in hours.

If the household cannot afford ongoing energy costs, they may need specialist money and debt advice.

Read more about where to get debt and money advice at Shelter Legal.

Make an affordable repayment offer

Help the tenant make a repayment offer based on what they can realistically afford. Suppliers must consider a customer’s ability to pay. Explain why:

• the tenant cannot afford to pay more, and

• offer an affordable weekly or monthly amount

Keep records of the offer you made and how the supplier responded.

If the tenant cannot afford ongoing usage or arrears payments, they may need specialist debt advice.

Read more about where to get debt and money advice at Shelter Legal.

Priority Services Register

If anyone in the home is considered vulnerable ask the supplier to add them to the Priority Services Register.

To be eligible to register a person must meet one of the following:

• be state pension age

• have a disability or a long term health condition

• have a mental health condition

• be pregnant or have children under age 5

• have extra communication needs

There may be other circumstances that mean a person can join the Priority Services Register, ask the energy provider if you are not certain.

The Priority Service Register gives vulnerable people:

• extra support

• protection from disconnection

• accessible communication

• help with meter readings

• priority when reinstating energy after an incident

Read more about the Priority Services Register at PSR.co.uk.

Make a complaint

Support the tenant to raise a complaint if the energy provider:

• refuses any reasonable requests

• does not take action to support the tenant

If the energy provider does not resolve the issue within 8 weeks you can help the tenant make a formal complaint to the Energy Ombudsman.

Record the reference number and keep copies of all emails or messages.

Read more about resolving energy complaints at the energyombudsman.org.uk