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</span> <span class="breadcrumb__item"> <i aria-hidden="true" class="icon-guillemet-right"></i> <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/energy/energy-supply/">Your energy supply</a> </span> <span class="breadcrumb__item"> <i aria-hidden="true" class="icon-guillemet-right"></i> <a>Your small business can't afford its energy bills</a> </span> </div> </nav> <style> /* MOBILE */ @media(max-width:599px) { .section-notice-mobile { display: block; } o-flag__media { padding-right: 0; } } </style> <div class="main-content"> <main role="main" class="main-content__right" id="main" tabindex="-1"> <div class="title"> <h1 class="title__heading js-ref"> <span class="title__title">Your small business can't afford its energy bills</span> </h1> <div id="RootPlaceHolder_RootPlaceHolder_SubHeading" class="title__subheading"> <span class="hide-old-designs"> This advice applies to <a class="btn-secondary btn-small js-toggle-extent-dialog" href="/web/20221021060816/https://www.citizensadvice.org.uk/resources-and-tools/about-this-site/location/"> England</a> </span> <button class="toolbar-button a-social-print hide-no-js hide-old-designs" type="button" onclick="window.print();" data-track="Print-BC"> Print </button> </div> </div> <div class="articleContent"> <div> <div class="callout--alert"> <h2 dir="ltr" id="h-if-you-work-from-home" class="js-ref">If you work from home</h2> <p>If your business is based from home, you'll usually be a domestic energy customer instead of a business customer. <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/struggling-to-pay-your-energy-bills/">Check what to do if you’re struggling with domestic energy bills</a>.</p> </div> <p>If you’re struggling to afford your energy bills, there’s help you can get as a microbusiness. <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-small-businesss-energy-supply/check-if-your-business-is-a-microbusiness/">Check if your business is a microbusiness</a>.</p> <div class="callout--warning"> <h2 id="h-if-you-can-t-pay-your-supplier" class="js-ref">If you can’t pay your supplier</h2> <p>If you've been told you'll be disconnected <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">call the consumer helpline</a>. They can help you resolve the problem with your supplier.</p> </div> <div class="callout--alert"> <h2 dir="ltr" id="h-coronavirus---get-financial-help" class="js-ref">Coronavirus - get financial help</h2> <p dir="ltr">You might be able to get support from the government to help your microbusiness recover from the pandemic if it:</p> <ul> <li dir="ltr"> <p dir="ltr">is trading in the UK</p> </li> <li dir="ltr"> <p dir="ltr">has a turnover of £45 million or less</p> </li> </ul> <p dir="ltr">You’ll need to show that your business:</p> <ul> <li dir="ltr"> <p dir="ltr">is viable</p> </li> <li dir="ltr"> <p dir="ltr">is not in difficulty</p> </li> </ul> <p>The Recovery Loan Scheme can help you access loans and other kinds of finance - <a href="http://web.archive.org/web/20221021060816/https://www.gov.uk/guidance/recovery-loan-scheme#full-publication-update-history" rel="external" class="a-external">check how to apply to the Recovery Loan Scheme on GOV.UK</a>.</p> <p dir="ltr">If you need more advice, you can:</p> <ul> <li dir="ltr"><a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">contact the Citizens Advice consumer helpline</a> - they can give you advice about your business’s energy contract and help you understand your rights</li> </ul> <ul> <li><a href="http://web.archive.org/web/20221021060816/https://www.businessdebtline.org/" rel="external" class="a-external">contact Business Debtline</a> - they can give you free debt advice if you have a microbusiness or you’re self employed</li> </ul> </div> <p>All businesses should be able get help with energy bills from the government as part of the Energy Bill Relief Scheme.</p> <p>There are other steps you can take if you're still finding it hard to pay your microbusiness's energy bills.</p> <p>What you should do depends on if:</p> <ul> <li>you're already in debt to your supplier</li> <li>you've been sent a bill you can't afford</li> <li>you're regularly struggling to pay your bills</li> </ul> <div class="callout--alert"> <h2 dir="ltr" id="h-check-if-something-is-an-energy-scam" class="js-ref">Check if something is an energy scam</h2> <p dir="ltr">Energy scams are on the rise. </p> <p dir="ltr">Scammers have different ways of getting hold of personal information or bank details. For example, by pretending to: </p> <ul> <li dir="ltr"> <p dir="ltr">be a supplier offering a refund</p> </li> <li dir="ltr"> <p dir="ltr">be from the government, local council or Ofgem - asking for information so you can apply for the Energy Bill Relief Scheme</p> </li> <li dir="ltr"> <p dir="ltr">be a debt collector asking for money owed to a supplier that’s gone bust</p> </li> <li dir="ltr"> <p dir="ltr">offer green home improvement grants</p> </li> <li dir="ltr"> <p dir="ltr">offer energy investment opportunities</p> </li> <li dir="ltr"> <p dir="ltr">offer cheap prepayment meter top up keys or cards</p> </li> <li dir="ltr"> <p dir="ltr">offer energy-saving devices</p> </li> </ul> <p dir="ltr"><a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/scams/check-if-something-might-be-a-scam/">Check if something is a scam</a>.</p> <p dir="ltr">You can <a href="http://web.archive.org/web/20221021060816/https://ssl.datamotion.com/form.aspx?co=3438&frm=scam&to=scamsaction" rel="external" class="a-external">report a scam using our form</a> or you can <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">contact the Citizens Advice consumer helpline</a>. If you also need help while reporting the scam, you can say on the form or when you call.</p> </div> <h2 dir="ltr" id="h-the-energy-bill-relief-scheme" class="js-ref">The Energy Bill Relief Scheme</h2> <p dir="ltr">The scheme will help businesses with energy costs from 1 October 2022 to 31 March 2023. You don’t need to apply to the scheme - the discount will automatically be added to your bills.</p> <p dir="ltr">The scheme applies to all non-domestic customers, including if you’re on a:</p> <ul> <li dir="ltr"> <p dir="ltr">fixed contract that was agreed on or after 1 April 2022</p> </li> <li dir="ltr"> <p dir="ltr">‘deemed’ or ‘out-of-contract’ contract</p> </li> <li dir="ltr"> <p dir="ltr">variable contract</p> </li> <li dir="ltr"> <p dir="ltr">flexible purchase or similar contract</p> </li> </ul> <p>You can <a href="http://web.archive.org/web/20221021060816/https://www.gov.uk/guidance/energy-bill-relief-scheme-help-for-businesses-and-other-non-domestic-customers" rel="external" class="a-external">check how the scheme applies to your business on GOV.UK</a>.</p> <h2 id="h-if-you-re-in-debt-to-your-energy-supplier" class="js-ref">If you're in debt to your energy supplier</h2> <p dir="ltr">If you’re struggling to afford your gas and electricity bills, contact your supplier to discuss ways to pay what you owe them.</p> <p dir="ltr">Your supplier should help you come to a solution. You should try to negotiate a deal that works for both of you.</p> <p>It's important to act quickly - your energy supply could be disconnected if you don't make arrangements to deal with the debt. Your supplier might have to get permission from a court before they can enter your property to disconnect your supply. If this happens you'll get a letter telling you when the court hearing is.</p> <p>If you don’t try to negotiate with your supplier, they might threaten to disconnect you. If you're disconnected, you'll normally have a disconnection fee added to the money you owe. You'll need to pay another fee if you're reconnected. </p> <p><a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">Call the consumer helpline</a> - they can help you resolve the problem with your supplier.</p> <p>You'll need to give information about how much money you owe - it's worth gathering any bills or letters from your energy supplier before you call. </p> <p>You can also <a href="http://web.archive.org/web/20221021060816/https://www.businessdebtline.org/" rel="external" class="a-external">get help and advice on the Business Debtline website</a>.</p> <h3 id="h-if-you-ve-been-told-you-ll-be-disconnected" class="js-ref">If you’ve been told you’ll be disconnected</h3> <p dir="ltr">If you haven’t paid a bill, your supplier might say they're going to disconnect your supply if you don't pay the bill. You’ll usually have 28 days to pay your bill. Check your contract to see exactly how long you get to pay and when you’ll be classed as being in debt.</p> <p dir="ltr">If you don’t pay your debt within the time allowed, your supplier usually only has to give you 7 days notice before your supply is disconnected. But it’s likely your supplier will contact you by letter or phone before it gets to that stage. You should speak to your supplier straight away and try to arrange to pay off the debt. If you don’t give your supplier permission to enter your property to disconnect your supply, they’ll need to get permission from a court. If this happens you'll get a letter telling you when the court hearing is.</p> <p>If you’ve already been told your supply will be disconnected, <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">contact the Citizens Advice consumer helpline</a>.</p> <h2 id="h-if-you-can-t-afford-to-pay-a-bill" class="js-ref">If you can't afford to pay a bill</h2> <p>If you think the bill is wrong you should challenge it - call your supplier and ask how it's been calculated.</p> <p>If the bill is right but you can't pay it, ask if you can arrange a payment plan. Work out a budget before you call so you know you can afford the payments.</p> <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">Contact the consumer helpline</a> if your energy company won't let you arrange a repayment plan. <h3 id="h-if-you-think-you-ve-been-overcharged" class="js-ref">If you think you've been overcharged</h3> <p>If you're a 'microbusiness' you can only be billed for energy you've used in the last 12 months.</p> <p>If you think you've been overcharged, call your energy supplier and complain.</p> <p>Explain that because you're a microbusiness you can't be billed for energy used more than 12 months ago.</p> <h2 id="h-if-you-re-struggling-to-pay-your-bills" class="js-ref">If you're struggling to pay your bills</h2> <p>If you often find it hard to pay your energy bills there are things you can do to try to reduce them.</p> <h3 id="h-switch-supplier" class="js-ref">Switch supplier</h3> <p dir="ltr">If you’re on a deemed contract or an out of contract tariff it’s worth switching - these are usually the most expensive tariffs. </p> <p dir="ltr">If you moved into new premises and didn’t agree a new contract you’ll usually be on a deemed contract. </p> <p dir="ltr">If your original contract ended but the supplier kept supplying your energy you might be on an out of contract tariff. This happens when your original contract doesn’t say what will happen when the contract ends, or doesn’t have an automatic renewal process.</p> <p dir="ltr">It’s best to compare prices and agree to a new contract as soon as you take on new premises, or near your current contract’s end date, to get a better deal.</p> <p><a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-small-businesss-energy-supply/switching-your-small-business-to-a-new-energy-supplier/">Check if you can switch to a different energy supplier</a>.</p> <div class="callout--warning"> <h3 dir="ltr" id="h-if-your-energy-supplier-goes-bust-nbsp-" class="js-ref">If your energy supplier goes bust </h3> <p dir="ltr">Don’t switch tariff or supplier until your account is moved to the new supplier. You might find it harder to get any money you’re owed if you switch before this happens. </p> <p>Read our advice about <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/your-energy-supplier-has-gone-bust/">what to do if your energy supplier goes bust</a>.</p> </div> <h3 id="h-make-sure-you-re-being-billed-accurately" class="js-ref">Make sure you're being billed accurately</h3> <p>If your supplier is estimating your bills you might be paying more than you need to each month.</p> <p>Take regular meter readings and send them to your supplier. Set up a monthly reminder on your phone or calendar so you don't forget.</p> <p>It's worth asking if your supplier can take other steps to keep your bills accurate - for example, by giving you a smart meter.</p> <h3 id="h-make-your-business-energy-efficient" class="js-ref">Make your business energy efficient</h3> <p>There are ways to reduce how much electricity and gas you use - for example, you can:</p> <ul> <li>switch off computers and other equipment overnight if they aren't being used</li> <li>use energy efficient light bulbs</li> <li>make sure your premises are insulated against drafts</li> <li>only use as much hot water as you need and fix any leaking hot taps</li> </ul> <h2 dir="ltr" id="h-contacting-your-supplier-about-a-problem" class="js-ref">Contacting your supplier about a problem</h2> <p dir="ltr">If you’re having a problem with your energy supply, call or use webchat to contact your supplier straight away. You can get their contact details from their website.</p> <p dir="ltr">Tell them what’s happening, and what you want them to do about it. They might be able to sort it out then and there. You should note down the:</p> <ul> <li dir="ltr"> <p dir="ltr">date and time you get in touch</p> </li> <li dir="ltr"> <p dir="ltr">person you speak to</p> </li> <li dir="ltr"> <p dir="ltr">problem you talk about</p> </li> </ul> <p dir="ltr">If your supplier doesn't solve your problem while you're on the phone or webchat, send them an email or letter repeating what you said. This means you’ll have a record of your conversation with your supplier.</p> <p dir="ltr">When you write to your supplier include your account number and any case reference numbers you have. This makes it quicker and easier to sort out your problem.</p> <h3 dir="ltr" id="h-making-a-complaint" class="js-ref">Making a complaint</h3> <p dir="ltr">The first thing you should do is gather any supporting evidence. What you’ll need depends on your issue - for example you could:</p> <ul> <li dir="ltr"> <p dir="ltr">take photos of a faulty meter</p> </li> <li dir="ltr"> <p dir="ltr">get together copies of unusual bills</p> </li> <li dir="ltr"> <p dir="ltr">gather notes from phone calls you’ve had</p> </li> <li dir="ltr"> <p dir="ltr">look for emails from your supplier about the problem</p> </li> </ul> <p dir="ltr">You’ll also need details of your complaint and your energy account number to hand. You can find this on a recent bill.</p> <p>When you’re ready, you can complain to your supplier over the phone, or in writing by email or post.</p> <p dir="ltr">Look online for your suppliers ‘complaints procedure’ - this should be listed on their website, and includes contact details for complaints.</p> <h3 dir="ltr" id="h-what-happens-next" class="js-ref">What happens next</h3> <p dir="ltr">Your supplier will get in touch with you if they need any more details about your complaint.</p> <p dir="ltr">They should send you a ‘decision letter’ or ‘letter of deadlock’ within 8 weeks. This explains how they’ll deal with your complaint.</p> <h3 dir="ltr" id="h-complaining-to-the-energy-ombudsman" class="js-ref">Complaining to the energy ombudsman</h3> <p dir="ltr">You can complain to the energy ombudsman after complaining to your supplier if you:</p> <ul> <li dir="ltr"> <p dir="ltr">have a letter of deadlock and aren’t happy with the decision</p> </li> <li dir="ltr"> <p dir="ltr">didn’t get a decision letter or letter of deadlock within 8 weeks</p> </li> </ul> <p dir="ltr">If you’ve had a deadlock letter you can complain to the ombudsman within 12 months of getting it. If you didn’t get a deadlock letter you might be able to complain to the ombudsman after more than 12 months.</p> <p>You can <a href="http://web.archive.org/web/20221021060816/https://www.ombudsman-services.org/complain-now" rel="external" class="a-external">complain to the ombudsman on the Ombudsman Services website</a>.</p> <h2 id="h-if-you-need-more-help" class="js-ref">If you need more help</h2> <p>If you need more advice about dealing with your energy bills, <a href="/web/20221021060816/https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/">contact the consumer helpline</a>. They can give you unbiased advice about microbusiness energy contracts and your rights.</p> <h2 dir="ltr" id="h-if-you-re-finding-things-difficult" class="js-ref">If you’re finding things difficult</h2> <p dir="ltr">Your mental health is as important as your physical health. You should talk to your GP if your money problems are affecting your mental health. </p> <p dir="ltr">You can <a href="http://web.archive.org/web/20221021060816/https://www.mind.org.uk/information-support/guides-to-support-and-services/seeking-help-for-a-mental-health-problem/where-to-start/" rel="external" class="a-external">find other ways to get help with your mental health on the Mind website</a>.</p> <p dir="ltr">If you need to speak to someone right now you can call the Samaritans for free.</p> <h3 dir="ltr" id="h-samaritans" class="js-ref">Samaritans</h3> <p dir="ltr">Helpline: 116 123 (Monday to Sunday at any time)</p> <p dir="ltr">Welsh Language Line: 0808 164 0123 (Monday to Sunday 7pm to 11pm)</p> <h3 dir="ltr" id="h-shout" class="js-ref">Shout</h3> <p dir="ltr">You can also text 'SHOUT' to 85258 to start a conversation with a trained Shout 85258 volunteer. Texts are free, anonymous and confidential from anywhere in the UK.</p> <h3 dir="ltr" id="h-if-you-think-it-s-an-emergency" class="js-ref">If you think it's an emergency</h3> <p dir="ltr">If you think your life or someone else’s is at risk, you should call 999 or go to A&E if you can.</p> <p dir="ltr">You can also <a href="http://web.archive.org/web/20221021060816/https://www.mind.org.uk/need-urgent-help/finding-out-what-support-is-out-there/" rel="external" class="a-external">find a list of urgent mental health services on the Mind website</a>.</p> </div> </div> <aside> <h2 class="screenreader"> Additional feedback </h2> <div><div class="callout--alert"> <h3>Help us improve our website</h3> <p><a 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