The Energy Ombudsman published consumer guidance on 24 March 2026 covering energy bill debt and financial hardship1. The page sets out what counts as financial difficulty, what help suppliers are obliged to provide, which support schemes exist and how to escalate a complaint if a supplier does not resolve it1.
The guidance states that a household may be in financial difficulty if monthly income is less than essential spending, if bills are hard to keep up with, if little or no money is left after essentials, or if an unexpected expense could not be covered1. It says Ofgem's rules require suppliers to agree an affordable payment plan, and that the options available can include a review of payments and debt repayments, payment breaks or reductions, more time to pay, access to hardship funds, advice on using less energy, and joining the Priority Services Register1.
"Ofgem's rules state that they must work with you to agree on a payment plan that you can afford."
The Priority Services Register is described as a free service for consumers who may need extra support, including people who are elderly, have a disability or long-term health condition, have young children, or need extra help during power cuts1. The guidance also points to government winter payments for people on certain benefits, supplier grants and hardship schemes, charity support, prepayment meter vouchers and energy saving advice1. It says a household budget can be put together in around 15 minutes, listing income including wages, benefits and pensions, essential spending such as food, travel and rent or mortgage, household bills, and debts or repayments1.
On complaints, the guidance says a complaint must go to the supplier first, and that the Ombudsman can be used free of charge if the issue is unresolved after eight weeks or a deadlock letter is received1.
"You must raise a complaint with your supplier in the first instance. If the issue isn't resolved after eight weeks, or you receive a deadlock letter, you can use Energy Ombudsman for free."
The page lists organisations that can help, with contact numbers1:
| Organisation | Telephone |
|---|---|
| Citizens Advice consumer service | 0800 144 8848 (England) / 0800 702 2020 (Wales) / 0800 028 1456 (Scotland) |
| Energy Advice Scotland | 0808 196 8660 |
| National Energy Action | 0800 304 7159 |
| Step Change Debt Charity | 0800 138 1111 |
| Money Advice Trust | 0808 808 4000 |
| Shelter | 0808 800 4444 |
| Crisis | 08000 384838 (England) / 08000 495 459 (Wales) / 0808 800 4444 (Scotland) |
The EXTRA Help Unit, part of Citizens Advice, is described as supporting vulnerable consumers by raising complaints with suppliers on their behalf, particularly where there is a risk of disconnection or complex personal circumstances1. The Fuel Bank Foundation is listed as offering emergency financial support and practical advice1. No telephone number is given for either the EXTRA Help Unit or the Fuel Bank Foundation1.
Why it matters for households
Energy debt is a direct constraint on a home's energy independence: a household in arrears has less room to choose how and when it uses power, and prepayment arrangements can leave a home without supply if credit runs out. The guidance sets out the point at which a household is treated as being in financial difficulty, which is the trigger for a supplier's obligation to agree an affordable repayment arrangement rather than pursue a fixed demand1. It also identifies the Priority Services Register as a route to extra support during power cuts, which matters for homes where an interruption to supply carries health or safety consequences1. The complaint route gives a household a free means of challenge where a supplier does not follow its obligations, with the eight-week and deadlock letter thresholds marking when that route opens1.
What happens next
No further steps or dates are set out in the guidance. It directs households to Ofgem's list of support schemes, to Citizens Advice and MoneySavingExpert for energy advice, and to the government's help with energy bills page to check eligibility1.
Sources1 cited
- Worried about your energy bills? How to find the… | Energy Ombudsman, energyombudsman.org