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.

Useful Information

Vulnerable Customers

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 Ofgem 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 enter our debt collection process, please note this will 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 will 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.