Support and advice for domestic customers who need extra help with paying bills
iSupplyEnergy understands that occasionally you may have trouble paying your bill.
The sooner you contact us, the sooner we can help and give you advice. If you have
received your bill and cannot afford to pay, please contact us as soon as possible
so that we can help you find the most affordable way to manage your iSupplyEnergy bills.
If you believe you are a vulnerable customer, and require extra help to protect your
individual needs, you can visit our
'Help for Vulnerable Customers' webpage.
In the event that you are struggling or will be struggling to pay your bill, we will do our best to:
Contact you to inform if you are in debt to prompt you to make contact so we can help
Assess your circumstances, particularly for vulnerability or hardship status
Assess your ability to pay by taking all reasonable steps
Offer solutions to assist you in paying any outstanding debt and future bills
Solutions to assist you could include:
Creation of a debt repayment plan, choosing from a variety of payment methods
A regular payment plan for future bills
Installation of a prepayment meter when it is safe to do so or a deposit payment
Arrange for payment to be directly deducted from means-tested benefits through the Fuel Direct Scheme
Before needing to take further action, we will try to come to an agreement that allows you to pay,
taking into account any information you or a third party (i.e. Citizens Advice) may provide us
regarding your ability to pay. This information will be used in calculating and agreeing a payment
plan suited to you. Alternatively, you can visit our
Energy Advice webpage for advice on
reducing bill costs. iSupplyEnergy are here to help, and we believe it is in your best interest
to contact us as soon as possible.
Installation of a prepayment meter
iSupplyEnergy will do their best in helping you to budget your energy expenditure. If you decline
our proposed payment plan, and you do not currently have a prepayment meter installed, we will
offer to have a prepayment meter installed in your property. This is a good option to help keep
track of the energy you are using. We can only proceed with this if it is safe to do so.
If a prepayment meter is installed to collect your debt, we will clarify:
The outstanding balance you owe, and why
Amount of debt to be recovered each week
The meter charges and any other costs that you will have to pay
Details of how to operate your prepayment meter
Amount of emergency credit available on your meter and how it works
A telephone number for emergencies and advice
Charges for replacing lost or damaged keys
If further action is required
If you fail to agree to any of the solutions below, further action may be required for customers who do get into debt:
Failure to keep to an agreed payment plan
We are unable to install a prepayment meter as it is not safe to do and you have refused a repayment plan
Interference with a prepayment meter in any way
iSupplyEnergy will always seek to install a prepayment meter. If we are unable to contact you by any of the
methods above, we may arrange for a third part debt collector agent to visit your home to discuss payment
options. If this is declined or we are still unable to make contact with you, we will proceed in applying
for a warrant to access the property to install a prepayment meter. Before applying for a warrant, we will
take into account all information we hold on your circumstances at the time.
If you reject to having a prepayment meter installed, and fail to pay off the debt on your account, this
could result in legal action, such as high court enforcement for financial recovery.
If you believe you are a vulnerable customer and require help to protect individual needs,
you can visit our
Help for Vulnerable Customers
webpage, or visit
for further information.
Fuel Direct Scheme
If you receive either Pension Credit, Income Support or Jobseekers Allowance, and owe more than £65.45,
you may be eligible for the Department of Work and Pensions (DWP) Fuel Direct Scheme. The DWP will collect
money each week to the value of the current Fuel Direct rate directly from your benefits, paying us the
money you owe for any energy debt you have, as well as for your current usage. For further information
on the Fuel Direct Scheme, click here.
Your credit rating
If you are referred to a third party debt collector, please note this may affect your credit rating.
We share your payment performance information with Credit Reference Agencies (CRAs). If you make a
late payment or miss a payment altogether, this may affect your credit rating, which could affect
your ability to obtain credit in the future.
Energy Saving Advice
iSupplyEnergy are here to assist you in managing your energy usage and ensuring you are efficient.
You can find information by visiting the
Energy Saving Trust
website, or by visiting
the Energy Advice page on our website.