Get help with your energy bills

Whether you’re struggling to manage your energy costs or just want to stay ahead of potential financial strains, seeking additional support is important.

We’ll walk you through various help options available from us at UW and from trusted independent organisations so you know where to turn when you need a helping hand with your bills.

What UW support is available?

At UW, we take our responsibility to support our customers very seriously, especially when managing energy costs.

Under regulations set by Ofgem, it's not just a commitment but a legal requirement for energy suppliers to offer help to customers who need it. If you’re concerned that you won’t be able to pay your bill, your energy supplier has to work with you to agree on a payment plan you can afford.

You can also reach out to us to:

• Review your payments and debt repayments

• Inquire about payment breaks or reductions

• Request more time to pay your bill

• Access hardship funds (you can learn more about UW’s Hardship Fund here) 

• Find practical energy-saving advice 

Here’s how we can help you in more detail.

Priority Services Register (PRS)

Every energy supplier must have a Priority Services Register, which is a list of customers who may need extra support to pay their energy bills.

At UW, we’re committed to offering our PRS service to those who need further guidance in managing their UW account. Here are the services available and aimed at making your life easier:

• Meter readings – If you can't read your meter, we offer free quarterly readings to ensure your bills are accurate.

• Meter repositioning – If accessing your prepayment meter is difficult, we can reposition it to a more convenient location.

• Special controls and adaptors — We provide advice on using special equipment to help with appliance usage if you find it challenging.

• Gas safety check – Qualifying customers can receive a free annual check of all gas appliances by Gas Safe registered engineers.

• Accessible billing – We offer bills in large print, Braille, and audio CD to assist customers who are visually impaired.

• Adding a trusted person – You can add a trusted person to your account who can manage your affairs on your behalf.

• Energy efficiency advice – Get expert advice on using your electrical appliances more efficiently.

If you think you could benefit from the Priority Services Register, contact us and we’ll post you a form to complete and send back to us. You can also download an online form here and submit it via our contact page.

Budget Plan

Our Budget Plan scheme helps you manage your energy expenses by setting equal monthly payments over 12 months. This makes budgeting easier and avoids seasonal bill shocks.

Your Budget Plan is calculated from the day your services go live, and payments are collected by Direct Debit monthly, reflecting your actual energy usage as reported via your meter readings.

We may review your Budget Plan within the 12-month plan, including an initial check to compare the estimate you provided at sign-up with the industry estimates for your property.

You can find out more about our Budget Plan service here or contact us to sign up.

Prepayment Relief Fund

In response to the cost of living crisis, we've set up our Prepayment Relief Fund. This fund is designed to support customers using prepayment meters who are facing difficulties affording their energy costs.

If you’re struggling to add credit to your pay-as-you-go meter and want to find out more about the Prepayment Relief Fund and whether you can qualify, visit our Prepayment Relief Fund page.

What government support is available?

There are several government grants and support schemes designed to help individuals and families save money on their energy bills. Here’s an overview of these programs and how you can access them:

Warm Home Discount Scheme

The Warm Home Discount Scheme provides a one-time £150 discount on electricity bills during the winter. It’s available to people on low incomes and with high energy costs – calculated by property type, age, and floor area – helping to alleviate some of the financial burden during this season.

You might also automatically qualify if you're on certain benefits, such as the Guarantee Credit element of Pension Credit.

The discount isn’t paid to you directly but to your electricity supplier, who will remove it from your energy bill.

Winter Fuel Payment

Those born before 23 September 1958 could be eligible for either £200 or £300 to help cover the cost of their heating bills in the winter. To get the Winter Fuel Payment, you must also live in England, Wales, or Northern Ireland and receive one of the following:

• Pension Credit

• Universal Credit

• Income-related Employment and Support Allowance (ESA)

• Income-based Jobseeker’s Allowance (JSA)

• Income Support

• Child Tax Credit

• Working Tax Credit

You’ll also need to have received the benefit during the qualifying week of 16 to 22 September 2024. If eligible, most people will automatically receive a Winter Fuel Payment letter with information on how much they’ll get.

Cold Weather Payment

If the average temperature in your area is recorded or expected to be zero degrees Celsius or colder for seven consecutive days, you could be eligible for Cold Weather Payments. The weather must be at or below 0°C for seven consecutive days between 1 November and 31 March, and you’ll get paid £25 for every seven days of cold weather.

You must also receive a certain benefit, such as:

• Pension Credit

• Income Support

• income-based Jobseeker’s Allowance (JSA)

• income-related Employment and Support Allowance (ESA)

• Universal Credit

• Support for Mortgage Interest

You should get the payment automatically if you’re eligible – meaning you don’t have to make an application.

If you live in Scotland, you might qualify for the Winter Heating Payment scheme, which replaces Cold Weather Payments in Scotland.

Household Support Fund

While it’s a scheme managed by councils rather than a government-run scheme, the Household Support Fund is designed to help homes cover essential costs during the colder months. It’s distributed by local councils in England, and the fund can be used for various necessities, including food, clothes, and utilities. It helps families and individuals stay warm without the stress of unmanageable bills.

Eligibility and the types of support available can vary by area, so it's best to contact your local council directly to find out what assistance you can receive and how to apply.

Great British Insulation Scheme

The Great British Insulation Scheme offers free or reduced-cost insulation to boost energy efficiency in homes across the UK. While it doesn’t provide direct money payments or credits, it can significantly reduce long-term heating costs by subsidising the installation of loft, cavity wall, or floor insulation. And with better insulation, your home loses less heat – you won’t have to use as much energy and therefore spend as much money to heat it in the winter.

Homeowners and landlords who have property with an energy performance certificate (EPC) of D-G or are in Council Tax bands A-D in England are eligible to apply.

What independent support is available?

While government grants and energy supplier programs can help with energy bill costs, several independent organisations can also provide further support and guidance.

StepChange Debt Charity

StepChange provides free advice and practical solutions for managing debt. They can help you set up a realistic budget and offer solutions tailored to your circumstances, like debt management plans.

Call: 0800 138 1111

Visit: stepchange.org 

Citizens Advice

This network of 316 independent charities offers free, confidential information and advice to assist people with money, legal, consumer and other problems. They can also advocate on your behalf with energy suppliers if you're facing unfair treatment.

Call: 0808 223 1133

Visit: citizensadvice.org.uk/energy

National Debtline

National Debtline offers free, confidential advice on debt management, including specific guidance on energy debts. They can help you understand your options, negotiate with creditors, and set up a manageable repayment plan.

Call: 0808 808 4000 

Visit: nationaldebtline.org 

Charis

When times are tough, Charis steps in to help manage and even reduce your energy debts. They work with various grant programs that could ease your financial strain.

Call: 01733 421 021

Visit: charisgrants.com 

MoneyHelper

MoneyHelper brings together the support and services of three government-backed financial guidance providers: the Money Advice Service, the Pensions Advisory Service, and Pension Wise. These providers provide free money guidance online and by telephone.

Call: 0800 138 7777

Visit: moneyhelper.org.uk

We’re here to help you take control of your energy costs

With the right tools and a little support, managing your energy costs can be a little less daunting.

We’ve also compiled a list of our favourite energy-saving tips to help you cut down on your gas and electricity usage and take your bill into your own hands.