Energy advice and support

Many people are finding energy costs difficult to manage. Our Energy Support team is here to listen, offer impartial advice and help you explore the support available.

As a first step, we recommend contacting your energy supplier directly. Under Ofgem rules, suppliers must work with customers who are struggling to pay their energy bills. Depending on your circumstances, this could include agreeing an affordable repayment plan, payment breaks, reduced payments or access to hardship funds.

You can also speak to our Energy Advisors. We understand that everyone's situation is different, so our free one-to-one support is tailored to your individual circumstances and the concerns that matter most to you. We also work closely with trusted partner organisations to help you access the support you need.


What we can help with:

  • Checking you're on the most suitable energy tariff
  • Accessing grants, discounts and hardship funds
  • Understanding your energy bills and energy usage
  • Advice on smart meters and meter readings
  • Finding practical ways to reduce energy costs at home
  • Getting support if you're struggling to afford your energy bills


Get help early

Energy bills are considered a priority payment. Missing payments could result in your supplier taking steps to recover the debt, such as moving you to a prepayment meter or, in some circumstances, disconnecting your supply.

If you're worried about paying your energy bills, we can help. You can also visit our Lower household bills page for more tips and support to reduce your household costs.


Independent energy advice

If you'd prefer to speak to someone outside SNG, these organisations also offer free energy advice and support:


Emergency gas and electricity support

For information about gas leaks, power outages and other emergencies in your home, visit our Emergencies in your home page.

If you smell gas or think you have a gas leak, call the National Gas Emergency Service immediately on 0800 111 999.