Customers who find themselves struggling to pay fuel bills/arrears should be encouraged to contact their supplier as soon as possible. The appropriate telephone number will be on the bill or annual statement. Contact numbers for the main suppliers are listed in the factsheet (please click image to download).
With regard to arrears, energy suppliers have to follow certain rules when dealing with their customers. They should:
- give advice on how to pay back monies owed
- offer advice on reducing energy use
- offer a payment plan taking into account ability to pay
- set repayment rates taking into account ability to pay
Home Energy Scotland may be able to provide advice and information. Contact them on 0808 808 2282. They should also be able to provide additional information about other sources of help and support – local authority services, income maximisation/money advice, etc.
The Citizens Advice consumer service advises clients on a range of issues, including domestic energy. To use the Citizens Advice Consumer Service call 03454 040506