Do complex processes put you off asking utility providers for help?

Struggling households are often put off asking energy, water and broadband providers for help because they find the current system too complicated.

That’s the view of the Public Accounts Committee (PAC), which said customers must navigate “an inaccessible landscape of confusing terminology” to establish if they’re eligible.

And as companies increasingly use AI chatbots, it says many people are getting “stuck in a cycle of asking for help”.

On top of that, the PAC is concerned that many people are expected to be “willing and able to repeat personal information about their financial circumstances to their providers, which they are fearful about doing”. 

Could regulators do more to help struggling households?

The PAC has called on regulators Ofgem, Ofwat and Ofcom to do more to help consumers in need, specifically:

• working together with government to help companies proactively identify people who need help
• creating a single central register of customers, so people don’t have to repeatedly share personal data and their circumstances

This, it said, would give regulators a “comprehensive view of a person’s debt across energy, water and broadband”, and mean consumers don’t have to tell multiple suppliers about their situation.

Social tariffs could make a difference

The PAC has also suggested making discounted tariffs a default for people in the greatest need.

Figures show that just 6% of water customers in England and Wales are on social tariffs - a cheaper bill for customers on a low income - even though many more could be entitled to help.

Similarly, just 9% of eligible broadband customers are on social tariffs.

So the PAC is urging regulators to:

• do more to make companies increase the take-up of social tariffs
• make people aware of what help’s available
• ensure complex application processes don’t put vulnerable people off asking for help

Why we want a social tariff for energy

The fact that so many water and broadband customers who are entitled to support aren’t asking for help is significant.

But what about energy?

Well, we’d like to see a national social tariff, similar to the water scheme, introduced for energy.

Crucially, this should be automatically applied to eligible households, so people get support without having to apply for it themselves.

And we’d like to see more done to promote the support that’s already out there.

Many households are still missing out on support because they don’t know what schemes are available, while some are reluctant to seek help and put off because the application process is too difficult.

Inconsistent provision between suppliers is another issue, with households in similar circumstances getting different levels of support depending on who they’re with.

This needs to change.

How many people could benefit from an energy social tariff?

More than four in ten (42%) of the people we support come to us with gas and electricity arrears.

And based on our analysis, around 87% of these households could potentially meet common eligibility criteria for a social tariff, such as receiving means-tested benefits, disability benefits or experiencing financial hardship.

So that’s a huge number who probably could and should be getting help.

Otherwise, there's a risk that people under financial pressure will turn to credit to cover essential costs.

And that can ultimately compound their financial problems.

What can I do if I’m struggling with my bills?

If you’re finding it hard to keep up with vital expenses, there are practical steps you can take right now.

Speak to your suppliers

Let your suppliers know if you’re falling behind with your payments and concerned about how to pay your next bill.

Your energy provider might be able to offer grants, payment plans and advice on managing your account.

And every water company runs a social tariff. 

Each company sets its own rules about who qualifies, so ask yours for more information.

There's also WaterSure, which caps your bill at the average for your area if you're on a meter, claim certain benefits, and either have a large family or a medical condition that means you use more water, such as kidney disease or a skin condition that needs frequent washing. 

In addition, lots of water companies offer payment breaks, and some run matching schemes where they take a pound off your debt for every pound you pay.

Save energy and water at home

Simple changes in behaviour like turning lights off in empty rooms, taking shorter showers and not overfilling the kettle might not seem like much.

But if you embrace these habits, they could make a meaningful difference to your energy and water bills.

We’ve put together 50 smart energy-saving tips and 10 ways to save water in the home to help you start saving today.

Create a household budget

Make sure you know exactly how much money you’ve got coming in each month and where it’s going, so you can prioritise your spending and identify possible savings.

Check our guide to creating a budget to find out more.

Keep a close eye on your bills

Knowing exactly what you’re spending on basic utilities can give you a real sense of control, so check your bills regularly.

You’ll then be better able to manage your budget, see if something’s not quite right and make changes where necessary.

And that could, in turn, help you save money and avoid falling into debt.

Find out what benefits you can claim

You might be eligible for financial support if you’re struggling to keep up with the cost of living.

Give us a call and we can look into what you could claim or use our benefits calculator to find out what you’re entitled to.

It might be more than you think.

Get help with your debts

If you’re feeling weighed down by debt, contact us for confidential, practical and impartial debt advice.