Types of debt · 4 min read
Behind on energy bills? Prepayment meter rules and getting help
Gas and electricity arrears are a priority debt. What energy suppliers can and can't do, the rules on forced prepayment meters, payment plans, hardship grants and how energy debt fits into Breathing Space, DROs and IVAs.
- Fact-checked
- Against official sources
- Last updated
- Next review due
- April 2027
- Applies to
- England and Wales
- Sources
- 3 listed on this page
Independent guidance, not a government service. This page is general information about the law in England and Wales, not financial or legal advice. Debt solutions have fees, risks and consequences. For free, impartial advice, contact MoneyHelper or a debt charity.
The short answer
Gas and electricity arrears are a priority debt, but suppliers must offer affordable payment plans and follow strict rules before installing a prepayment meter without your agreement. Some households, such as those where everyone is over 85, are protected from forced installation. Ask your supplier about hardship funds, register for the Priority Services Register, and get advice. Energy arrears can go into Breathing Space, a DRO or an IVA.
What your supplier must do
Energy suppliers regulated by Ofgem must take your ability to pay into account. If you fall behind, they should:
- offer an affordable payment plan based on what you can pay
- consider pausing or reducing debt repayments if you’re struggling
- give you information about help and advice
- treat you fairly if you’re in a vulnerable situation
Prepayment meters: the rules
Suppliers sometimes install a prepayment meter to recover debt, either with a court warrant to enter your home or by switching a smart meter remotely. Since 2023, Ofgem has applied stricter rules to these involuntary installations. Suppliers must:
- make at least 10 attempts to contact you first
- carry out a site welfare visit before installing
- not install one where everyone in the household is over 85 with no support, or where someone needs a continuous supply for health reasons, among other protected groups
- add £30 of credit to any meter installed under a warrant
If you think a meter was installed wrongly, complain to your supplier and then the Energy Ombudsman.
Help with energy debt
- Supplier hardship funds and trusts can sometimes clear or reduce arrears. Ask your supplier.
- Warm Home Discount may give eligible households a rebate.
- Priority Services Register gives extra support if you’re older, disabled, have a health condition or young children.
- Debt advice can help you prioritise and negotiate.
Energy debt and debt solutions
| Solution | Energy arrears? |
|---|---|
| Breathing Space | Yes, arrears are covered; you must keep paying for current use |
| Debt Relief Order | Yes; the supplier may still require a prepayment meter for future use |
| IVA | Usually yes |
| Bankruptcy | Yes |
Read priority debts and our Breathing Space guide.
Will bailiffs come for energy debt?
Not usually. Suppliers tend to use prepayment meters or court action. If a supplier gets a county court judgment and you don’t pay, bailiffs could become involved, so deal with arrears early. Read what is a CCJ?
If money worries are affecting your wellbeing, read debt and mental health: getting help and extra protection.
Frequently asked questions
Can my energy supplier cut me off?
Disconnection is rare. Suppliers usually install a prepayment meter instead, and there are strict rules about vulnerable households.
Can I refuse a prepayment meter?
You can object, and there are protections for vulnerable households, but a supplier can seek a warrant if other options fail. Get advice early.
Who can help pay my energy arrears?
Ask your supplier about its hardship fund, and check charitable trusts and local council support schemes.
Sources
How we wrote this article
- Research: written from primary sources such as legislation.gov.uk, GOV.UK and the Insolvency Service, then fact-checked by a second member of our team. The sources are listed above.
- Checked: last checked on . Next review due April 2027, or sooner if the rules change.
- Scope: applies to England and Wales. If you live in Scotland or Northern Ireland, read our Scotland and Northern Ireland guide. It is general information, not personal advice.
- Independence: we are not a government website or service, and we are not connected to any council, court or enforcement company.
- Money: we may receive a fee if we introduce you to a debt advice firm. This doesn't change what we write. How we're paid.
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