Help Centre

Where can I find help if I can’t afford my energy bills?

Find grants, schemes, and benefits to help you pay for your energy

OFGEM have a page linking a variety of grants, schemes, and benefits which are available if you’re struggling to afford your energy bills. They also suggest where you can find ways to save energy, or ensure you are not wasting energy.

Citizens Advice

The Citizens Advice website is a good place to start if you are worried about your finances.

  • Information on all the grants and schemes available to help with your energy bills can be found here
  • If you have a problem with your energy supplier and don’t know what to do you can talk to the Citizens Advice consumer helpline
  • If you are struggling with other bills too you can find advice here

National Energy Action

If you can’t afford to heat your home NEA offer a range of advice and support.


Charis is a company which manages funds and grants on behalf of suppliers. You can find information on the schemes currently available for your supplier here.

Centre for Sustainable Energy

CSE is a great hub for energy resources and advice. You can find lots of useful information on their site, such as ways to make your home more energy efficient.

Increase your income

You can check if you can apply for any additional benefits, grants, or schemes, at the sites below:

🤔 Not sure where to start?

If you think you need help and aren’t sure how to move forward you could follow our suggested next steps below to help you make a start.

1️⃣ Get in touch with us if you feel you need help

It’s really important to let us know if you’re struggling and feel you need more support. Please email us at, or respond to any messages we’ve sent you, and tell us you need help.

We will never put pressure on you to agree to payments you can’t afford, we simply want to be aware of your situation so we can assist you.

If you talk to us we can:

  • Suggest resources that may help you
  • Discuss your options to find something to suit you
  • Give you some space if you need time to look into the support available
  • Keep your lender or supplier up to date so you don’t have to (please note we can only contact companies who have passed your account to us)

2️⃣ Consider whether you could manage making payments in the meantime

If you can afford it, keeping on top of payments may help prevent problems in the future, particularly for your energy bills. If you feel able to make manageable payments for the time being you can set something up through your Ophelos account or talk to our team.

If you don’t think you can manage to pay anything right now please let us know. There is help available, and if you are struggling our team will give you space to look into support.

3️⃣ Take some time to think about what you should deal with first

There is a lot of information out there and it may be difficult to know where to start.

Here are some tools which may help you think things through:

  • Work out which bills to prioritise
  • Work out which debts to deal with first
  • Find welfare, benefits, and grants that are relevant to your situation
  • Check what benefits you could be entitled to

Your first step could simply be deciding to talk to someone for more advice. You can find a local adviser for benefits, housing, jobs, and legal issues here. You can find a list of free debt advice organisations here.

4️⃣ Don’t forget to reach back out

While we are managing your account it is important to keep us up to date. If we give you some space we’ll always let you know how long the hold will last. This is so you’re aware when you need to get back in touch to let us know how you have got on.

When you update us we’ll be able to clarify next steps for you.

This could involve:

  • Revisiting your options
  • Giving you more space
  • Suggesting further resources to look into
  • Letting you know what to expect with regard to your account

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