Bills
TL;DR
Energy suppliers cannot disconnect most domestic customers for debt between October and March. If you owe money, you have a legal right to a repayment plan based on what you can afford. Registering on the Priority Services Register gives extra protections including no disconnection at any time of year for eligible households. Citizens Advice and the Energy Ombudsman can help if your supplier refuses a fair plan.
Energy debt is one of the most common forms of household debt in the UK in 2026. Citizens Advice reported assisting hundreds of thousands of people with energy debt queries in 2024, and the level of outstanding domestic energy debt remains elevated following the energy price crisis of 2021 to 2023. If you are behind on energy bills, you have significant legal protections and access to regulated repayment processes that your supplier is required to offer.
This guide sets out your rights when in energy debt, how repayment plans work, the disconnection rules, what the Priority Services Register offers, and how to access emergency financial support if you cannot pay even a reduced plan. All information is based on Ofgem licence conditions and Citizens Advice guidance current as of May 2026.
Key facts (2026)
- Energy suppliers cannot disconnect a domestic customer for debt between 1 October and 31 March under Ofgem licence condition SLC 27 (Ofgem).
- Suppliers must offer a repayment plan at a rate you can afford based on your ability to pay, not a fixed rate; you can request a reassessment if your circumstances change (Ofgem).
- Customers on the Priority Services Register (PSR) cannot be disconnected at any time of year if they are medically dependent on energy or are over 60 and living alone (Ofgem).
- The Fuel Direct scheme (part of Universal Credit and legacy benefits) allows debt repayments to be deducted directly from benefit payments to prevent further debt accumulation (DWP).
- The Energy Ombudsman can investigate complaints about energy debt handling free of charge if your supplier does not resolve a dispute within eight weeks.
Your right to an affordable repayment plan
Under Ofgem licence conditions, energy suppliers must offer any customer in debt a repayment plan that reflects their ability to pay. This means the supplier cannot simply impose a fixed monthly repayment amount without considering your income and essential outgoings. If you contact your supplier and explain your financial situation, they are required to take this into account when setting the repayment rate. They should also factor in your current and ongoing energy costs so that you can afford to both pay off your existing debt and meet your ongoing bills. You can ask for a review of your repayment plan at any time if your income changes.
To support the repayment discussion, Citizens Advice recommends completing a household budget showing income, essential expenditure, and what is left for debt repayment. Some suppliers have online forms or dedicated debt teams. If the supplier's proposed repayment rate seems unaffordable, say so in writing and request a lower rate with an explanation. Keep records of all communications.
Disconnection rules and protections
Disconnection for domestic energy debt is subject to strict rules under Ofgem's supply licence conditions. No domestic customer can be disconnected for debt between 1 October and 31 March, the winter period. Outside this period, a supplier must have made repeated reasonable attempts to agree a repayment plan before applying to the courts to force a prepayment meter or pursue disconnection. Disconnection is a last resort and relatively rare for domestic customers. If your supplier threatens disconnection outside the winter period without having offered you a repayment plan, this may breach their licence conditions and you should contact the Energy Ombudsman.
Priority Services Register
The Priority Services Register (PSR) is a free scheme run by energy suppliers and network operators that provides additional protections and support to customers who need them. Eligibility includes: being over 60 and living alone or with dependants, being disabled or having a chronic illness, having a child under five, or being medically dependent on electricity for life-sustaining equipment. PSR customers cannot be disconnected for debt at any time of year, not just in winter. Register with your energy supplier and network operator (the company that owns the cables or pipes to your home, not necessarily your supplier) separately, as the two registers are maintained independently. Registration is free and can be done online, by phone, or by post.
Prepayment meters and energy debt
Suppliers may apply to fit a prepayment meter as an alternative to disconnection when a customer is in debt and will not agree to a repayment plan. The meter can then have debt repayments built into the top-up rate, so a portion of each top-up goes toward clearing the historic debt. In 2023, Ofgem introduced new rules following investigations into suppliers forcibly fitting prepayment meters without proper safeguards. Suppliers must now follow a strict process before fitting a prepayment meter for debt, including checks on whether the customer is on the PSR, has a medical condition, or has children under two. Forced prepayment meter installations without these checks are a breach of Ofgem licence conditions. From 2024, courts must also approve any warrant-based prepayment meter installation.
Emergency support and hardship funds
If you cannot afford any repayment plan at all, several sources of emergency support exist. Most major energy suppliers operate a hardship fund or emergency credit scheme for customers in severe financial difficulty; contact your supplier's welfare or hardship team directly. The Household Support Fund, distributed by local councils, can sometimes pay energy debts or top up prepayment meters; contact your local council or Citizens Advice to find what is available in your area. The British Gas Energy Trust accepts applications from customers of any supplier (not just British Gas) and provides grants to help with energy debt. The Fuel Direct scheme, available through DWP, allows debt repayments to be deducted directly from Universal Credit or legacy benefit payments at a set weekly rate, preventing debt from growing further.
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Frequently asked questions
Can my energy supplier cut off my supply in winter?
No. Ofgem licence conditions prohibit disconnection of domestic customers for debt between 1 October and 31 March. PSR-registered customers have year-round protection against disconnection. If your supplier threatens winter disconnection, contact the Energy Ombudsman immediately.
What if I cannot afford even a minimum repayment plan?
If your income is insufficient to cover any repayment on top of current bills, contact Citizens Advice for a debt assessment. Options include Fuel Direct through DWP, supplier hardship funds, British Gas Energy Trust grants (available to all customers regardless of supplier), and local council Household Support Fund grants. A regulated debt adviser can also help assess all options including formal debt solutions.
How do I register for the Priority Services Register?
Contact your energy supplier directly by phone or online and ask to be registered on the PSR. Also contact your network operator (the company responsible for the pipes or cables to your home, separate from your supplier) as they maintain their own PSR. Registration is free and takes only a few minutes. Your eligibility does not expire automatically but providers may ask for periodic confirmation.
Can a supplier force a prepayment meter on me if I am in debt?
Not without following Ofgem's safeguard process, which includes checking PSR status, medical conditions, and presence of young children. From 2024, court approval is required for warrant-based meter installations. If a supplier has fitted a prepayment meter without following these rules, complain to the Energy Ombudsman.
What is Fuel Direct and how do I apply?
Fuel Direct is a DWP scheme that allows a fixed amount to be deducted directly from your Universal Credit or legacy benefit payment and paid to your energy supplier to cover both current usage and a debt repayment element. This prevents debt growing further. Contact your work coach or the DWP Universal Credit helpline to request Fuel Direct if you are on a qualifying benefit.
How we verified this guide
All rules and protections were verified against Ofgem supply licence conditions (SLC 27), Ofgem's prepayment meter guidance (2023-24 reforms), DWP Fuel Direct guidance, and Citizens Advice energy debt resources during May 2026. We do not accept payment from energy suppliers or debt advisers.
Primary sources
- Ofgem - Energy debt and disconnection rules
- Ofgem - Problems paying energy bills
- Citizens Advice - If you cannot afford energy bills
- DWP - Fuel Direct scheme guidance
Last reviewed: May 2026.