Help with your energy bills

Energy company support

Each energy company has a range of different services to support customers who need it. There are three main types of support: 

• the Priority Services Register 
• the Warm Home Discount Scheme
• Charitable Trust Funds. 

If you are currently behind with your gas and/or electricity payments, please check our Fuel Debt advice. 

Priority Services Register 

All large gas and electricity companies, as well the gas and electricity grids, offer a range of free services to their most vulnerable customers including residents of a pensionable age and those with additional health needs.

Joining the Priority Service Register entitles you to the following free services:

• A gas appliance and installation safety check (if everyone in the home is eligible)
• Quarterly meter readings
• Help in moving a meter if it is in an inconvenient position
• A personal password system for gas and electricity staff to use every time they call at the person’s home, to confirm they are genuine
• Help if they have difficulty in using certain appliances
• Bills sent to a friend or family member on their behalf
• Bills supplied in different formats, such as large print or Braille, by cassette or in a different language

Some energy companies offer extra services to residents. Most energy companies require you to be on their priority service register before offering reduced bills for vulnerable customers, otherwise known as a ‘social tariff’.

Warm Home Discount Scheme

The Warm Home Discount is a government scheme which will offer £150 off your electricity bills during the winter, or a voucher for households with prepayment meters.

The discount is automatically given to customers in receipt of means tested benefits - as of 13 August 2023 - and high energy bills. Check your eligibility at GOV.UK.

Payments are expected to be made between October 2023 and March 2024.

Charitable Trust Funds

Utility trusts

Some energy companies and other utility companies have special funds to help customers who have got into debt with their service. To see if you would be eligible to apply for an energy trust fund speak to your energy supplier, or contact the Energy Advice Team.

Other grants

There are some grants and schemes available towards reducing the cost of energy improvements in homes. These include:

Energy Company Obligation (ECO)

Energy Company Obligation funding is money from suppliers to fund household energy improvements, such as loft or wall insulation. If you own or rent your home, and are on a low income and vulnerable, you may be eligible for funding, SHINE can help you identify if you’re eligible and advise on current grant schemes.

Resident Support Scheme (RSS)

At risk or vulnerable residents who do not have sufficient funds to pay for fuel costs can be helped by the Resident Support Scheme. This is typically to help prepayment meter users who do not have enough money to heat or power their home.

Warmer Homes Fund (Mayor of London)

The Mayor of London is helping owner occupiers across London install energy efficiency measures into their homes through the Warmer Homes Scheme. To qualify you must own your own home and be in receipt of a qualifying benefit, or an owner occupier who has been assessed as fuel poor by the Energy Advice Team. Call the Energy Advice Team for more information or help to apply.

Connected for Warmth (free loft and or cavity wall insulation)

Connected for Warmth is an award-winning energy efficiency programme managed by AgilityEco in partnership with Affordable Warmth Solutions. Measures are fully funded by National Grid to assist with the high energy costs. Find out more about Connected for Warmth on their website.

Measures Available

• Loft insulation
• Cavity wall insulation

Additional measures

• Heating controls
• Small energy saving measures
• Energy advice

Eligibility

To apply your property must:

• be lived in by an owner-occupier or private tenant
• be in council tax band A, B, C or D (check your tax band)
• be technically suitable for the insulation measures available - for example, if you live in a flat or in a listed building it may not be possible to treat your home.
• be an energy performance certificate rating of C-G

This will be confirmed via your EPC or the home survey that will be undertaken.

How to apply

Apply through the online application form or phone SHINE (0800 953 1221) and an advisor can apply on your behalf.