Ofgem bill help
Payment plans, hardship funds and supplier support.
OPEN HELPAbout this guide
The Warm Home Discount Scheme provides a discount on electricity bills for eligible households.
Useful help now
Direct routes to official or established information relevant to this guide.
Priority Services Register
Extra support from energy suppliers for eligible customers.
OPEN HELPWarm Home Discount, Winter Fuel Payments, Cold Weather Payments, WaterSure, Priority Services, Utility Debt, Complaints and Legal Rights Purpose: This guide provides fact-based information using official UK Government guidance, regulators, and recognised independent organisations. It explains the support available for energy bills, water bills, utility debt, and household costs, together with the legal rights and protections available when dealing with suppliers, regulators, HMRC, DWP and local authorities. Important: HMRC does not normally administer energy or utility support schemes directly. However, income, benefits, tax credits, pensions and earnings information held by HMRC can affect eligibility for some support programmes.
Contents
- Warm Home Discount
- Winter Fuel Payments
- Cold Weather Payments
- WaterSure Scheme
- Priority Services Register
- Help With Utility Bills
- Energy Debt Advice
- Energy Supplier Complaints
- Water Company Complaints
- Consumer Rights
- Data Protection Rights
- Independent Advice and Support
1. Warm Home Discount
What is the Warm Home Discount?
The Warm Home Discount Scheme provides a discount on electricity bills for eligible households.
The scheme is designed to help people on lower incomes and certain households receiving qualifying benefits.
Official guidance:
Who May Qualify?
Eligibility can depend on:
- Benefit entitlement
- Income circumstances
- Energy supplier participation
- Government scheme rules
Official guidance:
Your Rights
If you believe you qualify but have not received support, you may:
- Contact the scheme helpline
- Contact your supplier
- Request clarification of eligibility decisions
Official guidance:
2. Winter Fuel Payment
What is Winter Fuel Payment?
Winter Fuel Payment is intended to help older people with heating costs during winter.
Eligibility is generally linked to age and residence rules.
Official guidance:
Pension Credit and Additional Support
People receiving Pension Credit may also qualify for additional support schemes.
Official guidance:
Rights
Individuals may request explanations where eligibility decisions appear incorrect.
Official guidance:
3. Cold Weather Payments
What are Cold Weather Payments?
Cold Weather Payments may be made automatically to eligible households during periods of very cold weather.
Payments are linked to:
- Weather conditions
- Benefit eligibility
Official guidance:
Qualifying Benefits
Eligibility may depend on receiving certain benefits.
Official guidance:
4. WaterSure Scheme
What is WaterSure?
WaterSure is a scheme designed to help certain households with water charges.
It may assist people who:
- Have high essential water use
- Receive qualifying benefits
Examples include households where:
- Someone has a medical condition requiring increased water use
- Families have multiple children
Official guidance:
- WaterSure Scheme Information
Additional Water Support
Many water companies also operate:
- Social tariffs
- Hardship funds
- Debt support programmes
Official guidance:
- Help With Water Bills
5. Priority Services Register
What is the Priority Services Register?
The Priority Services Register (PSR) is a free service offered by energy suppliers and network operators.
It is designed to support customers who may need additional help.
Examples include:
- Disabled people
- Older people
- Individuals with serious medical conditions
- People with communication needs
Official guidance:
- Priority Services Register Information
Support Available Through PSR
Possible assistance may include:
- Advance notice of planned power cuts
- Alternative communication formats
- Additional support during emergencies
6. Help With Utility Bills
If You Are Struggling to Pay
Contact your supplier as early as possible.
Suppliers should generally consider:
- Affordable repayment plans
- Payment arrangements
- Hardship support
- Additional assistance for vulnerable customers
Official guidance:
Additional Sources of Support
Household Support Fund
Benefits Calculators
7. Energy Debt Advice
If You Have Energy Debt
You should:
- Contact your supplier.
- Ask about repayment options.
- Seek independent debt advice.
- Check eligibility for support schemes.
Independent Debt Advice
MoneyHelper
StepChange Debt Charity
National Debtline
8. Energy Supplier Complaints
Your Rights
Energy suppliers should:
- Provide accurate billing
- Investigate complaints
- Explain decisions
- Follow consumer protection rules
Complaint Process
Step 1 – Contact the Supplier
Raise the complaint directly.
Step 2 – Request a Formal Review
Ask for the supplier's formal complaints procedure.
Step 3 – Independent Resolution
If unresolved, complaints may be referred to:
Energy Ombudsman
Official website:
9. Water Company Complaints
If you have a dispute regarding:
- Billing
- Charges
- Service quality
You should first complain to the water company.
If unresolved:
Consumer Council for Water
Ofwat
Consumer Rights
Utility customers are protected by:
Consumer Protection Law
Equality Law
Data Protection Law
Relevant legislation includes:
- Consumer Rights Act 2015
- Equality Act 2010
- Data Protection Act 2018
HMRC and Utility Support
Although HMRC does not administer most utility schemes, information relating to:
- Tax Credits
- Income
- Pensions
- Benefits
- Employment earnings
may affect eligibility for some support programmes.
HMRC must process information lawfully and comply with:
- HMRC Charter
- Data Protection Laws
Official guidance:
Data Protection Rights
Energy suppliers, water companies, HMRC, DWP and local authorities must comply with:
- UK GDPR
- Data Protection Act 2018
Individuals generally have rights to:
Access Personal Data
Correct Inaccuracies
Challenge Improper Processing
Make Complaints
Official resources:
Additional Support People Often Miss
Pension Credit
Can unlock additional support.
Household Support Fund
Priority Services Register
- Priority Services Register
Water Company Social Tariffs
- Water Bill Support Information
Independent Advice and Support
Government Information
- Help for Households
Consumer Advice
Debt Advice
Energy Complaints
Water Complaints
Key Legal Principles
Under UK law, consumers have rights to fair treatment, accurate billing, reasonable complaint procedures, privacy protections, and access to independent dispute resolution. Energy suppliers, water companies, HMRC, DWP, regulators and local authorities must operate within powers granted by law, comply with consumer protection legislation, equality duties and data protection rules, and provide routes for complaints and appeals where applicable. Individuals experiencing hardship should seek help early, keep records of communications, and use independent advice services where necessary.