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Money, tax and benefits
Overdue utility bills
If you're having trouble paying utility bills, such as gas and electricity, it's important to address the problem. Utility companies (except water suppliers - see 'Water rates arrears' below) can cut off your supply. Even a phone bill is a priority if you need the phone to earn your living.
What to do if you can't pay a utility bill
List your creditors
Make a list of everyone you owe money to. These are your ‘creditors’.
Decide which debts to pay off first
Put your list in order of importance so you know which creditors to pay first. Some bills are more important to pay than others because they're 'priority debts'. Utility bills are priority debts - this means the consequences of not paying may be serious.
Sort out your budget
Work out your personal weekly or monthly budget. Note down details of your income and your outgoings. See what you can afford to pay your creditors and decide how much you'll pay to each.
Get in touch with your utility suppliers
Contact each utility company whose bill you haven't paid. Explain your situation and offer to pay an amount you can afford.
All fuel suppliers (electricity and gas) follow a code of practice that means they won't cut off your supply if you agree a payment plan with them and then keep to it. You'll need to check each code of practice, but they should take into account your ability to pay - complain to Consumer Direct if they don't (see 'What to do if you have problems dealing with your fuel supplier' below).
A plan could include:
- paying by weekly or monthly instalments
- using a pre-payment meter
With a pre-payment meter, you use a smart card, key or token (or, sometimes, coins) to pay for your gas or electricity as you use it. You recharge your card or key at PayPoint outlets like newsagents and Post Offices. If you have a meter installed, remember you'll only get a supply when it's topped up.
Benefits that may help
If you get Income Support or income-based Jobseeker's Allowance
If you've got unpaid bills from a fuel or water supplier, you can ask your benefits office to pay them directly out of your benefit. This system is called Fuel Direct. It covers your current fuel use and also pays off a certain amount of your unpaid bill each week.
If you use Fuel Direct, check your meter reading and tell your benefit office - this will help make sure your supplier's got it right.
Winter Fuel Payment
Most people aged 60 or over can get Winter Fuel Payment to help them pay for keeping warm in winter. This annual tax-free lump sum is normally paid from November and most payments are made by Christmas.
Other benefits
If you're struggling to pay your utility bills but you're not claiming benefits, it's worth checking to see if you qualify for any. If you're on a low income or you've got extra costs because of your personal situation, there may well be some benefits you could claim.
What to do if you have problems dealing with your fuel supplier
If you're having trouble sorting out difficulties with your fuel supplier you should contact the relevant company in the first instance. Consumer Direct can provide advice and information on how to progress your complaint if you are dissatisfied with the company's response.
You can contact Consumer Direct on 0845 040 506 or you can visit their website for more information.
Water rates arrears
Many water companies send out bills twice a year, in April and October. You can pay your bill all at once or in instalments - perhaps weekly, fortnightly or monthly. If you get behind with your payments the water company can't disconnect your supply, but they can take action to get their money and, if necessary, take you to court.
It's best to contact your water company as soon as there's a problem, to agree a plan for paying back what you owe. A code of practice means that the company should make every effort to find a solution that's fair to both sides.
See 'Benefits that can help' above to see if you can get help with your water bill.
If you're having trouble sorting things out with your water company, you can make a complaint to the Office of Water Services (Ofwat).
Where to get help and advice
If you're having debt problems, always get expert help and advice. The Citizens Advice Bureau (CAB) offers free, independent advice on dealing with debt.
National Debtline also offers free advice over the phone for people in England, Scotland and Wales. You can call their helpline on 0808 8084 000 between 9.00 am and 9.00 pm from Monday to Friday and from 9.30 am to 1.00 pm on Saturdays (24 hour voicemail).
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