Get help if you're struggling to pay your electricity or gas bill

We're here to support you if you need help to pay your energy bills or manage your debt

Log into MyAccount below to make a payment

How we can support you with your energy bill payments

There are lots of things we can do to help make your electricity and gas payments more manageable. Unfortunately, at this time, energy prices continue to rise, which is beyond our control. We continue to work with the government to find viable solutions for those customers most in need this winter.

Please do not cancel your Direct Debit or stop paying your bills without speaking to us about the ways we can help you stay in control listed on this page. Find out what happens if you cancel your Direct Debit.

If you're a prepayment meter customer who needs advice. Head to our helpful info about topping up, replacing cards or keys and emergency credit info.

Take control with a smart Pay As You Go meter

We can agree on smaller debt repayments with you when you switch to a smart Pay As You Go meter. You'll also be able to:

  • Budget more easily as you'll see where you use energy
  • See exactly how much you're spending in pounds and pence
  • Set up alerts in MyAccount to get a text or email reminder to top up
  • Activate £10 emergency credit if your balance drops below £1
  • Top up whenever, from wherever you are - with our phone app, in MyAccount, by phone, or in a shop with a PayPoint symbol

Book your smart meter installation

Or call us on 0333 200 5104(1) to book an installation appointment.

Save when you switch to Direct Debit

You'll save more money when you pay by Direct Debit(2) because you'll pay less for every unit of energy you use.

It's quick and easy to change your payment method online:

Man and women looking at their energy bill

Pay less, more often

Do you currently pay a big bill every three months? You may find it easier to pay a smaller, more manageable amount every month instead.

It's quick and easy to change your payment method online: Log into MyAccount and select 'Payment Method Change’.
You can also register for MyAccount if you haven't used it before.

Get help from our support fund

If you're a vulnerable customer you may be able to get a grant from the EDF Customer Support Fund through our Priority Services Register.

This grant could help clear your gas or electricity debts.


Man at home relaxing in his chair

Struggling to pay the outstanding balance on your energy account?

Do you have an outstanding balance on your account? It could be easier to pay this off in smaller payments over a longer period of time.

Interested? Give us a few details about your current circumstances, and we'll see if we can help you out by setting up a repayment plan.


Energy Bill Support Scheme logo

Energy Bills Support Scheme

The Energy Bills Support Scheme (EBSS) is only one part of the help for households funding the government is offering. The EBSS offers every household across Great Britain a £400 non-repayable discount which will be paid in 6 instalments from October.

We've created a guide on what you need to know about the scheme.

Energy Bills Support Scheme Scam

We've had a notification from Ofgem that there have been a high number of incidents raised with Action Fraud from customers receiving scam emails and text messages claiming to offer customers access to the Energy Bill Rebate. In the email or message, customers are asked to register their details. We've added more details about this to our security page.


Other government support available for customers who need extra help

You may be eligible for certain grants and benefits if you:

  • have reached state pension age
  • have a disability
  • have no income or a low income
  • have missed payments to your energy supplier

Extra help with energy costs during the winter months

Cold Weather payment - Provides extra support for those who need it when the average temperature in your area you live in is recorded as, or forecast to be, zero degrees celsius or below over seven consecutive days. You’ll get £25 for each 7-day period of very cold weather between 1 November and 31 March.

Winter Fuel Payment -  If you were born on or before 26 September 1956, you could get between £250 and £600 to help you pay your heating bills. This is a one-off annual payment that gets made automatically if you're eligible. 

Helping to keep out of debt

Third-party deductions or fuel direct payments - If you receive certain benefits, you can pay your energy bills or debt over time directly out of your benefits.

Extra support through the Household Support Fund - The government launched a £500m support fund in October 2021. Local councils were awarded extra funding to help customers through the winter. Anyone needing support should contact their local council who can help them access the fund. Read more about the funding and how it works.

You may be eligible for some additional cost of living support from the government.

We've been helping customers every year

ECO scheme
Under the last ECO scheme we ran to date, we've helped 1,729 customers install energy efficiency measures in their homes. We want to help other customers too, which all adds up to improving energy efficiency across the UK. Want to know more about the scheme?  Find out more information on the Ofgem website.

WHD scheme
Last year we supported 250,000 customers with a £140 Warm Home Discount rebate. We gave customers access to contact us before we opened the scheme so we could speed up how quickly we processed those applications, so customers could access these funds quicker. Customers should be getting their payments by 31 March 2022.

There's also free, independent debt advice available from these organisations

Maximise your household income

We've teamed up with IncomeMAX who can work with you to identify ways to increase your income, reduce bills and deal with any problem debts.

Use IncomeMaxs' handy guide to view more information on benefits and financial schemes that may be available to you.

IncomeMax Checklist 

Help from Citizens Advice Plymouth

We've been working with Citizens Advice Plymouth for 10 years. They provide free, impartial advice on debt and benefits.

Advice from the Money Advice Service

This free service was set up by the UK Government to provide free, impartial money advice. Try the Budget Planner to help you take control of your money.

Support from National Debtline

National Debtline is an independent charity that provides free debt advice.

Are you one of our business customers needing extra help?

Support for our business customers

We're here to help our business customers through this difficult time. We've pulled all the information into one place. Find out how we can help.

What happens if you don't pay

We don't want anyone struggling to pay their bills. Please reach out to us we're here to help. If you don't pay some of our debt recovery actions will affect your credit score and future mortgage, mobile phone and credit card applications. We would also charge you debt recovery costs.

We never want to take legal action against our customers. But this can happen if you don't pay your bill or get in touch with us to find a suitable payment option.

  • £10 Late Payment Charge - if you don't pay your outstanding balance when it's due we may add this charge to cover our costs
  • Visit your home to collect payment
  • Put a default on your credit report
  • Switch your smart meter to Pay As You Go
  • Apply for a warrant to force entry into your home to install a Pay As You Go meter
  • Take legal action to get a County Court Judgement against you

If you were a customer of ours and have switched to another supplier and still have debt with us these are the actions we may take

  • Employ a debt recovery collection agency to obtain payment. If we need to do this, we'll add an extra 20% to your debt to cover the additional cost to us
  • Put a default on your credit report
  • Take legal action to get a County Court Judgement against you


Reduce how much energy you use at home

Head over to our blog for a list of easy tips to help you reduce your energy usage, which will keep your costs down too.