Help & Support
Financial support schemes, your rights as an energy customer, and how to get help if you're struggling with bills.
Financial Support Schemes
Warm Home Discount (WHD)
£150 one-off discountA £150 discount applied to your electricity bill between October and March.
Who's eligible?
- • Receiving Pension Credit Guarantee Credit — discount applied automatically
- • On a low income and receiving certain means-tested benefits
- • High energy costs relative to income
Most eligible customers receive it automatically. If not, contact your supplier to check.
Official guidanceWinter Fuel Payment
£100–£300 per yearAn annual tax-free payment to help with heating costs during winter.
Who's eligible?
- • Born before a qualifying date (changes yearly)
- • Receiving qualifying benefits including Pension Credit
- • Living in England, Scotland or Wales
Usually paid automatically if you receive the State Pension or qualifying benefits.
Official guidanceCold Weather Payment
£25 per 7-day cold spellAutomatic payments when the temperature drops below zero for 7 consecutive days in your area.
Who's eligible?
- • Receiving Pension Credit, Income Support, income-based JSA, or Universal Credit
- • Living in an area experiencing a period of very cold weather
Paid automatically — no need to apply.
Official guidancePriority Services Register (PSR)
Free support servicesA free service from your energy supplier and network operator providing extra support.
Who's eligible?
- • Over 60 or under 5 years old
- • Disabled or have a long-term health condition
- • Visually impaired, hard of hearing, or have communication difficulties
- • Recovering from an injury or have a temporary condition
- • Pregnant or have young children
What you get:
- ✓ Advance notice of planned power cuts
- ✓ Priority reconnection during unplanned outages
- ✓ Meter readings and bill formats adapted to your needs
- ✓ Nominee scheme — someone else can manage your account
- ✓ Free gas safety checks (if eligible)
Contact your supplier and network operator to register — it's free.
Official guidanceSmart meter not working after a power cut?
Power cuts can leave a smart meter with a blank display, a lost signal or an in-home display that won't reconnect. If your meter hasn't recovered once the power is back, see our guide to fixing smart meter problems after a power cut before you contact your supplier.
How to Complain
Complain to your supplier
Contact your supplier directly. They must respond within 8 weeks.
Get a deadlock letter
If unresolved, ask for a 'letter of deadlock' — or wait 8 weeks.
Contact the Energy Ombudsman
The Ombudsman can order your supplier to apologise, explain, take corrective action, or pay compensation.
Useful Helplines
Citizens Advice Energy Helpline
0808 223 1133Free, independent advice on energy bills and supplier issues
Energy Ombudsman
0330 440 1624Formal dispute resolution if your supplier can't resolve your complaint
Got a question? You're not alone.
The basics on UK energy prices and switching — plain English, no jargon.
Explore this topic
Smart meters and billing problems
This page is part of our UK smart meter and energy billing help centre, which sets out how to evidence, raise and escalate a billing problem.
Related guides
- Smart meter guideHow smart meters work and what they change.
- SMETS1 vs SMETS2Meter generations and what they mean for switching.
- Switching with a smart meterWhat happens to the meter when you change supplier.
Continue Saving Money
Free calculators picked for this topic.
Energy Bill Calculator
Enter your kWh usage, unit rate and standing charge for daily, monthly and annual totals.
Open CalculatorShould I Switch Energy Supplier?
Is switching worth it right now? A decision framework using the current cap and fixed-deal evidence.
Open CalculatorCompare Energy Suppliers
Independent PowerGuardian scores out of 100 for relevant suppliers, as at 21 September 2026.
British Gas
55/100The UK's largest supplier remains financially rock-solid but service and complaint metrics continue to lag the market, with smart-meter billing delays a recurring theme.
Compare SupplierEDF Energy
73/100EDF is a steady, financially robust supplier with mid-table service and fair fixed-tariff renewals. Few surprises in either direction.
Compare SupplierOctopus Energy
92/100Octopus continues to lead the UK market on customer service and complaint handling, backed by genuinely competitive smart tariffs and strong financial backing. The clear front-runner on our intelligence dashboard.
Compare SupplierFrequently Asked Questions
Quick answers to the questions people ask most about this topic.
Free PowerGuardian Report
Standing Charges Report
A deep dive into the daily fixed fees on every UK bill — regional differences, drivers and the case for reform.
Save This Advice
Create your free personalised dashboard to keep track of useful guides, calculators and savings opportunities.