Due to a state of alert in South Africa our phone lines are currently operating on a limited service of 9am-7pm. If your query is not urgent please contact us via hello@pfpenergy.co.uk or chat to Eddie in the bottom right corner of the website. We apologise for any inconvenience caused and will resume our usual service as soon as it is safe to do so.

Help with managing your bills

If you need support with paying your bills, or your energy debt, we’re here to help.

What support is available?

Please get in contact with our friendly team, as we can discuss your current situation and work out a way to manage things with you. Have your account number to hand, and a latest meter reading.

We have a range of options that we can look at with you, including part payments, payment plans, a tariff check and we can look at budget management options including paying through a Prepayment (Pay As You Go) meter.

To get in touch with us and talk through the available options please call the freephone payments line on 0800 032 3647.

What happens if you don’t let us know you need support?

If you don’t let us know that you are struggling to pay your bills and you do not make the necessary payments, you will incur additional debt charges and your details may be passed to a debt recovery agency. They may visit your home (which will incur additional charges for you), and we may even apply for a warrant to fit a prepayment meter at your home or disconnect your supply. All of these things will add additional charges for you. It’s extremely important that you speak to us.

Missing or paying your payments late could also affect your credit rating, as we share information about whether you meet your payments on time with Transunion as part of the Share Amend Scheme.

Independent support

We can work with you to seek out independent third party help. Details of some of the help available can be found below:

Citizens Advice (0800 144 8848) – www.citizensadvice.org.uk
StepChange Debt Charity (0800 138 1111) – www.stepchange.org/
National Debtline (0808 808 4000) – www.nationaldebtline.org
Money Advice Service (0300 500 5000) – www.moneyadviceservice.org.uk/en
Visit the website of Turn2us a national charity who can help with charitable grants, support services and welfare benefits: www.turn2us.org.uk

Energy saving advice

Visit Energy Saving Trust for independent and impartial advice: www.energysavingtrust.org.uk.
They also have advice on energy saving quick wins: www.energysavingtrust.org.uk/home-energy-efficiency/energy-saving-quick-wins

Help and Support

Energy grants

Visit the website of The British Gas energy trust who are an independent charity who offer grants to help towards energy debt: www.britishgasenergytrust.org.uk

Other government schemes

Winter Fuel Payment

If you were born on or before 5 October 1954 you could get between £100 and £300 to help you pay your heating bills. This is known as a ‘Winter Fuel Payment’.
You usually get a Winter Fuel Payment automatically if you are eligible and you get the State Pension or another social security benefit (not Housing Benefit, Council Tax Reduction, Child Benefit or Universal Credit).
If you’re eligible but do not get paid automatically, you will need to make a claim. This can only be done directly with the government. For more information, please go to: www.gov.uk/winter-fuel-payment

Cold Weather Payment

You may get a Cold Weather Payment if you’re getting certain benefits or Support for Mortgage Interest. You may get a payment if the average temperature in your area is recorded as, or forecast to be, zero degrees celsius or below over 7 consecutive days.
You’ll get £25 for each 7 day period of very cold weather between 1 November and 31 March.
More information can be found here: www.gov.uk/cold-weather-payment

Fuel Direct Scheme – Help if you are on benefits

We operate a Fuel Direct government linked scheme, which you may be eligible for if you are on certain benefits. Fuel Direct can take an affordable set amount from your benefit each week, which will be paid directly to us to help pay your bills and clear any outstanding debts. Please contact our friendly payments team to discuss this further.

The benefits that can be used are:

  • Universal Credit
  • Income-based Jobseeker’s Allowance
  • Income-related Employment and Support Allowance
  • Income Support
  • Pension Credit

You can also learn more about the Fuel Direct scheme at: www.gov.uk/bills-benefits.