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All the electricity, natural gas and urban water companies must have a hardship policy. Most companies have a special team that works with customers to help them manage their ongoing bills and usage. There’s more information on hardship policies and programmes below.
Although LPG retailers are not required to have a hardship programme, they need to offer customers payment assistance through payment plans, inform about local financial counsellors and available concessions. They also need to provide customers with energy efficiency advice.
If you’re using more energy or water than you can afford to pay for, it's in everyone’s interests to see if your usage can be reduced. All electricity and natural gas companies must offer energy usage audits. Some water companies offer water usage audits. In some cases, the audit is done over the phone. In other cases, and with your agreement, the company will arrange for somebody to come to your home to conduct a field audit. You can ask your company about usage audits.
Energy audits
You can also do your own energy audit using the website tools energy retailers have provided, e.g.
More information about assistance schemes if you can't pay your ongoing energy and/or water bills
Return to Help with paying bills
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