Vulnerable customers

Debt management

We have continued to develop ways of helping our vulnerable customers reduce their expenditure on energy. Through a combination of practical support and advice we aim to do everything we reasonably can for customers who would like to pay but can't, while persuing early repayment of debts by customers who could pay but choose not to.

British Gas

British Gas offers a range of payment options including direct debit, standing order, cash, cheque or prepayment. Payment can be in advance or by weekly, fortnightly and monthly payment arrangements, which can be made through a number of locations including The Post Office and outlets that support PayPoint and PayZone.

We make every effort to meet our customers face-to-face to discuss any money problems they may have. Disconnection is always the last stage of a detailed debt follow-up process that involves numerous contacts with our customers. We do not want to disconnect customers and it is our policy never to disconnect a vulnerable customer. We much prefer to focus on finding a payment method that suits them.

Download more information on British Gas’ approach.

Direct Energy

Direct Energy’s Neighbor-to-Neighbor programme helps customers pay their home energy bills in emergencies. Customers in genuine financial need can receive up to $150 twice a year.

The programme, to which customers can contribute by voluntarily adding extra money to their regular payments, has helped more than 9,000 Texas customers with their bills since it was re-established two years ago. The company contributed an additional $1,100,000 to the programme in 2005, on top of the $350,000 contributed annually.

Direct Energy helped establish two programmes in Ohio, administered by the Salvation Army, designed to help people struggling to pay their bills.

In one, Direct Energy kicked off a pledge drive with a $25,000 contribution to the EnergyShare programme, which helps pay home heating bills for eligible people. It serves as a last resort for the elderly, the ill, or anyone facing financial hardships from unemployment or family crisis.

In the other, Direct Energy approached Columbia Gas with an idea to start the HeatShare scheme which helps low-income residents who have exhausted other sources of energy assistance. Again, Direct Energy contributed $25,000.