Difficulty paying bills

We understand that sometimes it’s difficult to manage your financial outgoings, so if you’re having problems paying your bills please contact us as soon as possible to discuss alternative payment options. We’re here to help you.

How we can help

When you contact us we’ll talk with you about alternative payment options. For instance, we might be able to restructure your payments to make them more manageable and affordable for you.


We’ll send reminders where payments have been missed or debts are outstanding. If you’re having problems paying your bills, you should tell us as soon as possible. We’ll work with you to agree an adjusted payment plan or alternative arrangements, or provide details of possible debt advice agencies or consumer support agencies.

If you don’t pay your bill within 30 days of the due date or fail to keep to an agreed payment arrangement, we may take action. Please read full details in our terms of supply.

Other useful resources

You may also want to speak with a specialist support service, such as Citizens Advice, The StepChange Debt Helpline or the Money Advice Trust.