To find out about your rights, you can download the 'Know your rights' Citizen Advice Bureau flyer. (English version or Welsh version.)

How to get independent advice

You can get help with an energy problem if you are struggling to pay your energy bill or if you have a problem with your meter.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

If you live in England or Wales, go to or contact the Citizens Advice consumer service on 0808 223 1133.

For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144. Calls are free.

If you live in Scotland, go to or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

For British Sign Language enquiries, go to 

Energy saving advice

We’ve compiled a room-by-room list of energy-saving advice that could help reduce energy waste.

Free debt advice

If you’re struggling to pay your bills, and need support with getting back on track, call us on 0330 094 5800 . You can also get free, independent advice from the following debt charities:

StepChange Debt Charity (or call 0800 138 1111)

Money Advice Service (or call 0300 500 5000)

National Debtline (or call 0808 808 4000)

Citizens Advice (or call 0808 223 1133)

Our policies

If you’re struggling to pay your bill, are not happy with our service or have special requirements find out about our policies here.