Struggling with household bills? Here’s the help you could be missing out on

If you're finding it difficult to keep up with household bills, you're far from alone.

Millions of people are missing out on support with essential costs such as water, energy and broadband, according to a new report from the National Audit Office (NAO), the UK's independent public spending watchdog.

The report comes as debt owed to water and energy companies has climbed above £7bn. Household energy debt, in particular, has risen sharply since Russia's invasion of Ukraine, increasing by 118% and more than doubling compared with 2021.

While regulators including Ofcom, Ofwat and Ofgem have introduced new rules to improve how companies treat customers, many people still struggle to contact their providers or aren't aware of the support available to help them manage their bills.

This means thousands of households could be missing out on help such as social tariffs, repayment plans and other forms of financial support.

The NAO found that:

• only a third of eligible broadband customers are aware of social tariffs
• just 39% of water customers struggling to pay their bills know social tariffs are available
• energy customers with repayment plans owe around £1,000 less on average than those without one

The report also found that industry practices, including inaccurate billing, delays when people move home and barriers to switching tariffs, account for an estimated 35% of customer energy debt.

Among its recommendations, the NAO has called on regulators and providers to:

• improve access to support by making it easier for customers to contact providers through a range of accessible channels
• raise awareness of available help, including social tariffs, repayment plans and other support schemes
• address industry practices that contribute to rising debt

So, if you're struggling with household bills, what help is available?

Speak to your energy supplier

If you're starting to fall behind with payments, contact your supplier straight away.

They may be able to offer:

• grants
• affordable repayment plans
• advice on managing your account

You should also consider joining the Priority Services Register (PSR), a free service that provides additional support to people who may need extra help with their energy supply.

Look for ways to reduce energy use

Small changes can make a noticeable difference to your bills. For example:

• only run your washing machine with a full load
• take shorter showers
• turn appliances off rather than leaving them on standby

We've put together 50 smart energy-saving tips to help you cut costs and reduce your energy use.

Help with water bills

Many water companies offer schemes that can make your bills more affordable.

Social tariffs

If you're on a low income or receive certain benefits, you may qualify for a reduced water bill.

Eligibility varies between providers, so contact your water company directly and ask:

• whether you're eligible for a social tariff
• how to apply

Payment plans

If you're struggling to pay your bill in full, your provider may be able to spread the cost through an affordable repayment plan.

Contact them as soon as possible to discuss your options.

WaterSure

If you use a lot of water because of a medical condition or because you have three or more school-age children, you may qualify for the WaterSure scheme.

If eligible, your bill could be capped at the average amount charged in your area.

To qualify, you'll need a water meter and receive certain benefits, including:

• income-based jobseeker's allowance
• income support
• income-related employment and support allowance
• universal credit
• housing benefit
• pension credit
• working tax credit
• child tax credit (above the family element)

Priority Services Register

More than 6.6 million people are already registered with the Priority Services Register.

The service is free and provides extra support to people who may need additional assistance, including older adults, people with disabilities and those living with health conditions.

While it won't reduce your bill, it can help ensure you receive the support you need.

Consumer Council for Water

The Consumer Council for Water (CCW) offers free advice and support if you're having problems with your water company or struggling to pay your bill.

They can also help you understand what affordability schemes may be available.

Contact your water company

Unlike other debts, water companies cannot disconnect your water supply if you fall behind on payments. However, it's still important to address the issue early.

The sooner you contact your provider, the sooner they can help you find the right support.

Help with broadband and phone bills

Support may be available if you’re struggling with broadband and phone costs too. 

Social tariffs

Social tariffs are discounted broadband and phone packages for people receiving certain benefits.

They typically cost between £12 and £20 per month, around half the price of many standard deals, and could save you £200 to £250 a year.

You may be eligible if you receive:

• universal credit
• pension credit
• employment and support allowance (ESA)
• jobseeker's allowance (JSA)
• income support

Some providers may also accept benefits such as personal independence payment (PIP) or attendance allowance.

How to switch to a social tariff

Switching is usually straightforward:

• ask your current provider whether they offer a social tariff.
• you won't be charged a fee for moving onto a social tariff, even if you're still in contract.
• if your provider doesn't offer one, you can switch to a provider that does without paying an early exit fee

If you're unsure whether your provider offers a social tariff, check Ofcom's list of participating providers.

Create a household budget

Energy, water and broadband are just some of the costs involved in running a home.

A household budget can help you understand:

• how much money is coming in each month
• where your money is going
• which expenses you can reduce
• how to prioritise essential bills

Take a look at our budgeting guide to get started.

You can also use our household bills calculator to get a clearer picture of what your monthly costs will be and take steps to adjust your budget accordingly. 

Check what benefits you could claim

You may be entitled to financial support that you're not currently receiving.

Using a benefits calculator can help you identify what you're eligible for, and the amount could be more than you expect.