Guidance

Helping consumers with energy

Published 31 October 2013

© Crown copyright 2013

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This publication is available at https://www.gov.uk/government/publications/helping-consumers-with-energy/helping-consumers-with-energy

Lady reaching for her heating thermostat

This guide explains how people can cut their energy bills, keep warm and where they can go for help.

The government wants to help people to:

  • Get the CHEAPEST electricity and gas tariffs that suit their needs;

  • INSULATE their homes so they leak less heat, to help cut their bills;

  • UNDERSTAND how much energy they use and how they can reduce it;

  • REPLACE inefficient heating systems with cheaper and renewable alternatives, or even generate their own electricity.

1. Government is getting the best energy deal for consumers

Group of three looking at a contract

We know that energy prices have risen in recent years. That is why we are legislating so people get the cheapest tariff. We want energy companies to treat their customers fairly and we want to make the energy market work more effectively, so there is consumer protection, competition and real choice for people to get the best deal. The Prime Minister has announced an annual review into the state of competition in the energy market.

1.1 Tariffs

The Government is working with the energy regulator Ofgem on a range of measures to give householders simpler choices, clearer information and fair treatment.

  • Simpler choices

  • Clearer information

  • Fair treatment

We are making the market simpler for householders. By December 2013 suppliers will be set a limit on the number of tariffs each supplier can offer. By March 2014, suppliers must tell householders what the cheapest deal is for them, and by June 2014, suppliers will no longer be able to keep householders on a poor value ‘dead tariff’.

By Summer 2014 all consumers will be on the cheapest tariff that is in line with their current preferences. Householders don’t have to wait for these changes to take place to seek out a better deal. There are several straightforward things that householders can benefit from now.

Householders can save:

  • £90 a year on average by switching to direct debit payment.

  • Or £158 a year by switching supplier and switching to direct debit payment.

People can protect themselves against future price rises with a fixed rate. Or they can switch suppliers easily. Householders won’t get disconnected or be without energy if they switch supplier.

Ofgem accredited price comparison sites provide whole of market comparisons enabling people to get the best deal for them.

1.2 Financial support

People in older properties and those on benefits or low incomes may qualify for extra financial help for energy saving improvements including more efficient heating systems.

People can see if they are eligible by using this easy online calculator or by calling the Energy Saving Advice Service on 0300 123 1234 or Home Energy Scotland on 0808 808 2282.

Some people on benefits or low incomes may also qualify for help from the Warm Home Discount. This is a direct payment from their energy supplier to help with bills.

Winter Fuel Payments of between £100 and £300 are also available to pensioners as well as a cold weather payment of £25 for each seven day period of very cold weather.

This winter over 1.2 million of the most vulnerable pensioners will receive £135 off their electricity bill through the Warm Home Discount.

1.3 Advice and information

The Government understands that good quality advice and information is key in developing people’s trust.

For impartial advice about energy saving home improvements, new heating systems or generating their own electricity, people can call the Energy Saving Advice Service on 0300 123 1234 or Home Energy Scotland on 0808 808 2282.

We are helping households cut energy waste, by providing new ways to help pay for and install energy saving measures like insulation. The Green Deal which starts with a home assessment to help households understand possible improvements and potential savings, lets homes and businesses make energy efficiency improvements and pay for them over time through savings on their energy bills.

Helping people to understand the amount of energy use at home and how much it costs is key. That’s why we’re also working with industry to introduce smart meters to 30 million UK homes.

1.4 Standards

We know that standards matter. People want to be sure the products and installers they choose are reliable and high quality. Under the Green Deal, a robust standards framework governs participants including assessors, providers and installers. Energy efficiency products must meet certain standards too.

For people wanting to replace their heating systems with more efficient and renewable alternatives there are industry standards that need to be followed. The Energy Saving Advice Service can help with this.

1.5 New ways to pay

We know that finding the money upfront to pay for energy saving improvements can be difficult for people. That is why Government has introduced the Green Deal which lets householders pay for some of the cost of energy saving improvements, like insulation, over time through their electricity bill. Green Deal repayments will be no more than what a typical household should save in energy costs.

More detail on GOV.UK

Skip to another section:

What the government is doing on tariffs, financial support, advice, standards and new ways to pay for energy saving improvements.

Simple measures to reduce energy and save money, Warm Home Discount, ECO, Winter Fuel Payment, Cold Weather Payment, Switching and Collective Switching.

The Green Deal and Smart Meters.

The Energy Saving Advice Service, The Big Energy Saving Network, The Home Heat Helpline, Making a complaint to an energy supplier.

Renewable heat, Feed-in Tariffs, Community benefits, Community energy ownership.

Top tips for staying warm this winter, Breakdown of household energy bills, Useful numbers.

2. Managing bills

2.1 What makes up the average household’s energy bill?

Breakdown of household energy bills 2013

Breakdown of household energy bills 2013

2.2 Save money, save energy

Here are six simple measures to reduce the amount of energy householders use, to help save money now. They could make a real difference to householders this winter.

  1. Turn off and turn down: Turning off lights, appliances and chargers when householders aren’t using them could save between £50 and £90 a year.

  2. Careful in the kitchen: Householders could save £40 a year. For example, setting the washing machine to wash at 30oC

  3. Be a bathroom saver: If a shower takes hot water straight from the boiler or hot water tank, householders could try a water efficient shower head, cutting hot water use. An eco shower head will cost around £27 and a family of four could save around £75 a year on water heating, and could save around £90 on water bills too.

  4. Don’t lag behind: Householders could lag their tank and pipes for about £25 and save £60 a year on bills.

  5. Be a draught excluder: Householders could invest in draught proofing for their doors and windows, seal skirting boards and fit chimney draught excluders. The materials could cost around £160, depending on property, but they could save £75 a year.

  6. Lighten the load: Households could replace all their remaining old fashioned light bulbs with regular energy savings bulbs and all their halogen bulbs with LED spotlights. They’d pay £125 upfront and then save around £60 a year for the life of the bulbs.

2.3 Getting the best energy tariff

Energy prices have risen in recent years, mainly because of the increase cost of wholesale energy. The Government can’t control the wholesale cost of energy, though we can help households get the cheapest tariff for them.

That is why we are legislating to give statutory backing to Ofgem’s retail market reforms. This will deliver the Prime Minister’s commitment to ensure all householders will be on the cheapest tariff for them.

Ofgem’s reforms will introduce fairer and simpler tariffs and give householders clearer information on their bills, so they can shop around more easily for the best deals.

Simpler choices

By December 2013, suppliers will have to implement measures designed to provide simpler choices. This will make the energy market less confusing and easier to understand and compare tariffs. Suppliers will have to do this by:

  • Setting a limit on the number of tariffs they can offer;

  • Requiring simple, standard choices across each tariff, e.g. on whether householders want to pay by direct debit;

  • Removing complex two-tier tariffs.

Clearer information

By March 2014, suppliers will be required to implement further measures to deliver more transparent information for energy consumers. Suppliers must:

  • Tell householders what the cheapest deal for them would be on bills and other communications;

  • Give regular information on householders’ energy use and their estimated annual bill, so they can easily compare quotes with their current deal;

  • Provide “tariff information labels” to make it easy to compare the terms and conditions of tariffs in the market on a like for like basis;

  • Protect householders on a fixed term contract. Householders will receive the information they need, including details of their supplier’s cheapest tariff before their current contract ends, so that they can start shopping around.

Fair treatment

Suppliers will no longer be allowed to keep householders on a poor value ‘dead tariff’, e.g. a standard variable rate tariff that is no longer open to new customers. New rules will mean that householders stay on a ‘dead tariff’ if it is cheaper than their supplier’s cheapest standard variable rate tariff. But if the ‘dead tariff’ is not cheaper the supplier must switch them to their cheapest standard variable rate.

We also want householders to have more confidence in signing up to fixed term deals and so new rules are being introduced for terms and conditions, including a ban on automatically rolling people onto another fixed term deal without their consent. When a fixed term deal comes to an end and a householder takes no action suppliers will have to move them on to their cheapest standard variable rate.

Suppliers have to do this for all their customers by the end of June 2014.

To help rebuild customer confidence, Ofgem has already introduced new rules to require suppliers to treat customers fairly if they have a query or a complaint or when sending information to their customers. Suppliers must behave and carry out any actions in a fair, honest, transparent, appropriate and professional manner. If they don’t they could face fines from Ofgem.

2.4 Warm Home Discount

This Winter households could get a £135 discount on their electricity bill through the Warm Home Discount Scheme. The discount won’t affect a household’s Cold Weather Payment or Winter Fuel Payment.

The money isn’t paid to households, it’s a one-off discount on a household’s electricity bill, usually between October and March.

Two million households will get help under the Warm Home Discount. Of which, over 1.2 million low income pensioners will receive the discount this winter.

Suppliers also offer discounts to low income and vulnerable people of working age. Each supplier has their own rules about who else can get this help.

Households should check with their supplier if they meet their rules for help and how to apply for it.

2.5 Energy Company Obligation

The Energy Company Obligation (ECO) works alongside the Green Deal to support energy saving improvements in vulnerable and low income households and those living in harder to treat properties, such as solid walled properties.

Affordable Warmth is a part of the ECO. Under Affordable Warmth energy suppliers may help eligible low income and vulnerable households with installing energy efficiency improvements and heating systems. This will generally be done free of charge.

Householders who live in properties with solid walls anywhere in Great Britain, may be eligible to receive help from their energy supplier to make their home more energy efficient. This help may also be available to householders living in a property with certain types of cavity walls which are harder to insulate.

Householders should contact the Energy Saving Advice Service or Home Energy Scotland, or they can check with their own electricity and gas supplier directly to see if they are eligible for the ECO.

2.6 Winter fuel payment

Households could get between £100 and £300 tax-free to help pay for heating bills. To be eligible for the payment for Winter 2013-2014, people had to have been born on or before 5 January 1952. Householders eligible for the payment should get the money between November and Christmas.

Householders usually get a Winter Fuel Payment automatically if occupants get the State Pension or another social security benefit (not Housing Benefit, Council Tax Reduction or Child Benefit).

How much a person gets depends on their circumstances during the qualifying week. The qualifying week for Winter 2013 to 2014 was 16 to 22 September 2013.

Householders need to claim Winter Fuel Payment if they’ve not had it before and either of the following apply:

  • Householders don’t get benefits or the State Pension;

  • Householders only get Housing Benefit, Council Tax Reduction, or Child Benefit.

For more information please call the Winter Fuel Payments helpline.

Telephone: 08459 15 15 15 Textphone: 0845 601 5613

Monday to Friday, 8:30am to 4:30pm. Charges to this number will vary from landline to mobile phones.

Find out all about call charges.

2.7 Cold weather payment

If people are getting certain benefits, they may be able to get a Cold Weather Payment of £25 for each seven day period of very cold weather. Certain qualifying conditions apply to be eligible.

Payments will be made when the local temperature is either recorded as, or forecast to be, an average of zero degrees Celsius or below over seven consecutive days.

The 2013 to 2014 Cold Weather Payment scheme starts on 1 November 2013. Householders will be able to check if their area is due a payment in November 2013.

Householders may be able to get Cold Weather Payments if they’re getting:

  • Pension Credit

  • Income Support

  • Income-based Jobseeker’s Allowance

  • Income-related Employment and Support Allowance (ESA)

  • Universal Credit

If householders are eligible to get a Cold Weather Payment, they’ll be paid it automatically.

If householders don’t receive a Cold Weather Payment and believe that they should, they should tell their pension centre or Jobcentre Plus office.

2.8 Switching

Switching suppliers can give householders significant bill savings. Ofgem has estimated that householders can save an average of £158 by switching to the cheapest deal on the market with their current payment method.

They could save even more if they move to paying by direct debit.

Around 98% of householders get their gas and electricity from the six largest suppliers, yet there are now 15 smaller independent suppliers operating in the market, some of which are offering very competitive deals.

When beginning to search for a better deal it is a good idea for householders to check their bill or annual statement for information about their existing tariff, how much energy they use and how much they currently spend. The information can be helpful when comparing tariffs.

The vast majority of consumers are on standard variable rate tariffs with the six largest energy suppliers. Householders need to be aware that suppliers only need to give one month’s notice before increasing the prices for these sorts of tariffs. Consumers can protect themselves from future price rises by opting for fixed term, fixed rate tariffs. Some companies offer tariffs that are fixed for one, two or even three years.

Consumers can use price comparison sites, to help them to find a better deal and ensure they are not paying more for their energy than they need to. The price comparison service will ask for the householder’s energy use, which is on their bill and annual statement. Price comparison services are also available over the telephone. Price comparison services that are covered by the Confidence Code act independently of suppliers, so householders can be sure that when they are presented with options and prices, they have been calculated and are displayed in a fair and independent way. More details and a list of price comparison sites that are covered by this Code can be found on the Ofgem website

And it’s always worth householders checking with their current supplier whether they can get a cheaper deal with them.

2.9 Collective Switching

Collective switching is another way of getting a better energy deal. Collective switching is when a group of people band together to negotiate a better deal with their gas and electricity suppliers. In 2013, the Ready to Switch scheme, organised by a group of Local Authorities, has saved people an average of £126 off their energy bills.

These schemes can offer people greater support and advice than if they switch supplier themselves. The Government has funded a number of innovative projects through a £5m Cheaper Energy Together Fund competition.

Individual schemes are usually organised by local authorities, community and third sector organisations and are facilitated by a third party who will negotiate a tariff on their behalf.

For guidance on setting up or participating in a collective switch go to Collective switching on GOV.UK

The Government recognises that many householders may need additional help and advice when looking to switch suppliers. That is why we have launched the Big Energy Saving Network to identify those most in need and ensure that they are getting the best possible deal for their energy and are accessing all the help they are entitled to.

More detail on GOV.UK

Skip to another section:

What the government is doing on tariffs, financial support, advice, standards and new ways to pay for energy saving improvements.

-This section: Managing bills

Simple measures to reduce energy and save money, Warm Home Discount, ECO, Winter Fuel Payment, Cold Weather Payment, Switching and Collective Switching.

The Green Deal and Smart Meters.

The Energy Saving Advice Service, The Big Energy Saving Network, The Home Heat Helpline, Making a complaint to an energy supplier.

Renewable heat, Feed-in Tariffs, Community benefits, Community energy ownership.

Top tips for staying warm this winter, Breakdown of household energy bills, Useful numbers.

3. Energy efficiency

Smart meter and a kettle

3.1 Getting a Green Deal

The Green Deal can help people to understand which energy saving improvements they can make to their home without having to pay all the costs up front.

  • Insulation for lofts, cavities or solid walls
  • Heating systems, such as boilers
  • Draught- proofing
  • Double glazing
  • Renewable energy technologies such as solar PV or solar thermal

These improvements can lead to warmer homes and reduced energy bills over time. Recent research shows that energy saving improvements to households could increase property values by 14% on average.

3.2 Smart Meters

What is a smart meter?

Smart meters are the next generation of gas and electricity meters and provide near real time information about the amount of energy a household uses. Smart meters will bring an end to estimated billing.

As well as the meter itself, householders will also be offered a In Home Display which shows how much energy is being used in pounds and pence, and should help households to budget better.

Together, the In Home Display linked to a smart meter will put households in control and help them to avoid wasting money and energy.

Consumer protection

The Government is ensuring that consumer benefits and protection are at the heart of the smart meter programme.

This means:

  • No sales during the installation visit;

  • Installers must provide energy efficiency advice as part of the visit and they will need the consumer’s permission before the visit if they are to talk to them about their own products;

  • Protecting the privacy of individuals and putting them in control of smart meter data.

Suppliers and consumer groups are working together to ensure consumers get accurate and helpful information about their smart meter.

When will households get smart meters?

Most households will have smart meters installed between 2015 and 2020, although some energy companies are starting to install smart meters now.

How much will it cost to get a smart meter installed?

Households will not be charged separately for a smart meter or for the In Home Display.

  • By the end of June 2013 almost 90,000 smart meters have been installed in homes across Great Britain.

More detail on GOV.UK

Skip to another section:

What the government is doing on tariffs, financial support, advice, standards and new ways to pay for energy saving improvements.

Simple measures to reduce energy and save money, Warm Home Discount, ECO, Winter Fuel Payment, Cold Weather Payment, Switching and Collective Switching.

The Green Deal and Smart Meters.

The Energy Saving Advice Service, The Big Energy Saving Network, The Home Heat Helpline, Making a complaint to an energy supplier.

Renewable heat, Feed-in Tariffs, Community benefits, Community energy ownership.

Top tips for staying warm this winter, Breakdown of household energy bills, Useful numbers.

4. Advice

Group of three people looking over their energy bill

4.1 Energy Saving Advice Service

The Energy Saving Advice Service is a telephone advice service (call 0300 123 1234) offering impartial energy saving advice to householders and businesses in England, Wales and Northern Ireland. Home Energy Scotland (call 0808 808 2282) operates a similar service in Scotland.

The advice services signpost callers to a wide range of organisations that can help install energy saving measures in their homes and reduce their fuel bills. The helplines are also supporting the Green Deal and Energy Company Obligation (ECO) schemes.

4.2 Big Energy Saving Network

The Government understands that some people will need extra help and advice to understand the choices available in the energy market. This help and advice can give them the confidence to take decisions that will reduce their bills.

The Government is working with a network of trusted partners including Citizens Advice, Age UK, the Energy Savings Trust, National Energy Action, Action for Communities in Rural England and the Community Energy Contact Group.

This Network will focus on helping consumers understand tariffs and the switching options as well as how they could benefit from energy efficiency programmes available to them.

Contact your local consumer advice organisations for details of what is happening in your area.

Home Heat Helpline

EnergyUK is the trade association for the energy industry. Energy UK’s Home Heat Helpline is for people looking to get help with their energy bills, those worried about their bills or not aware of the help available to them. It also welcomes calls from carers, friends and relatives of people who may be struggling with energy bills. The service can advise on discounts and rebates, help getting insulation and help for customers who have fallen behind with payments.

Call 0800 33 66 99 (charges to mobile phones apply) or chat to the advisers online.

Making a complaint to a householder’s energy supplier

The Government is legislating to empower the energy regulator Ofgem to require energy companies to compensate consumers directly when things go wrong.

This is in addition to existing powers that Ofgem has to impose hefty penalties on energy companies for not complying with strict licence conditions.

To make a complaint to an energy supplier householders should follow these steps:

Step 1: The householder should contact the energy supplier directly. The phone number and website will be on the energy bill.

Step 2: The householder explains to the energy supplier what the problem is and what they want the company to do about it.

Step 3: Citizens Advice consumer service can help householders through the process if they can’t find the energy company’s details or need support.

Householders can call Citizens Advice on 08454 04 05 06

Or visit their website www.citizensadvice.org.uk

Step 4: Ombudsman Services Energy can investigate if the complaint hasn’t been resolved to the householder’s satisfaction after eight weeks. Or the energy company “deadlocks” the complaint (this means the energy supplier says they can do no more to resolve it) before eight weeks are up.

Householders can call Ombudsman Services Energy on 0330 440 1624

Or visit their website www.os-energy.org

Skip to another section:

What the government is doing on tariffs, financial support, advice, standards and new ways to pay for energy saving improvements.

Simple measures to reduce energy and save money, Warm Home Discount, ECO, Winter Fuel Payment, Cold Weather Payment, Switching and Collective Switching.

The Green Deal and Smart Meters.

The Energy Saving Advice Service, The Big Energy Saving Network, The Home Heat Helpline, Making a complaint to an energy supplier.

Renewable heat, Feed-in Tariffs, Community benefits, Community energy ownership.

Top tips for staying warm this winter, Breakdown of household energy bills, Useful numbers.

5. More choices

5.1 Renewable Heat

Solar panels

Renewable Heat Incentive

The Renewable Heat Incentive is an energy solution that can represent better value for money when replacing an oil or non-gas boiler.

As much as 96% of heating currently used in UK homes, businesses and industry is produced by burning fossil fuels. The Renewable Heat Incentive for householders drives people to install alternative renewable heat technologies in their homes.

The incentive pays home owners of solar thermal panels, biomass boilers and heat pumps for the renewable heat they generate themselves. The incentive is paid to the homeowner over 7 years, at the following rates:

  • 7.3p/kWh for air source heat pumps

  • 12.2p/kWh for biomass boilers

  • 18.8p/kWh for ground source heat pumps and at least

  • 19.2p/kWh for solar thermal

People may also be able to get help with the upfront costs of the renewable heating kit under the Government’s Green Deal.

The scheme will open in Spring 2014 and people can act now to install a renewable heat solution in their homes, by claiming a Renewable Heat Premium Payment voucher.

A detached house off-gas grid in a rural location with a heat demand of 18,000kWh/year could get:

  • £800/year in RHI payments for generating heat with an air source heat pump
  • £2,200/year for heat from a biomass boiler
  • £2,400/year for heat from a ground source heat pump
  • £250/year for heat from a typical solar thermal installation when twinned with any other heating system.

Premium payment

People can get a grant to help with the cost of installing renewable heating technologies in their home. The grant is paid through the Renewable Heat Premium Payment (RHPP) Scheme.

RHPP grants are available for a limited time only so people are advised to apply early.

For example:

  • £600 for solar thermal hot water
  • Up to £2,300 for a heat pump
  • £2,000 for a biomass boiler

The RHPP grant does not have to be paid back. If the householder applies for RHI, the RHPP grant will be deducted from the RHI tariff.

Apply online to the Energy Saving Trust. There is a different process for Northern Ireland. Call the Energy Saving Advisory Service on 0300 123 1234 or Home Energy Scotland on 0808 808 2282 to find out more.

Those who qualify for a premium payment will be sent a voucher confirming how much money they will get. The money is paid when the system is installed and certified.

5.2 Feed-in Tariffs

Feed-In Tariffs (FITs) encourage householders and others to install small-scale solar, wind, hydro, combined heat and power, or anaerobic digestion technologies. In return households receive the free electricity that is generated as well as a payment for each unit generated. Householders also receive a payment for any excess electricity that is exported to the grid.

The tariffs vary depending on:

  • The size of the system

  • What technology is installed

  • When the technology was installed

Customers combining Green Deal with a domestic solar PV installation

To reduce bills over the long term householders can combine both FIT income and savings from a Green Deal loan. For example, householders could benefit from net savings of £5,835 if they were to take up both a Green Deal loan and FITs. The calculation for this example is detailed below.

Calculation:

  • A householder would pay £8,865 in upfront payment and Green Deal loan repayments over 20 years
  • A householder would get £14,700 in expected savings on electricity and Feed-In Tariff income* over 20 years
  • Over 20 years, installing a solar PV installation with a Green Deal loan could save a householder £5,835

(FITs rates as at September 2013. Latest rates can be found on Ofgem’s website)

The above calculation is an illustrative example only. For further information householders can go to www.gov.uk/feed-in-tariffs or go to an accredited Green Deal assessor.

For further information go to the GOV.UK Feed-in Tariff page or go to an accredited Green Deal assessor

5.3 Community Benefits

If your community hosts large-scale energy generation, such as an onshore windfarm, people might be eligible to receive a range of benefits.

The eligibility and nature of the community benefits varies from one technology to another. Eligibility can be established by contacting the organisation that owns the infrastructure.

Community energy ownership

The Government wants local householders and businesses to come together to make their energy choices.

Community energy projects are already making a difference across the country, reconnecting communities to the energy they use. They can unlock community investment and help to bring communities together to understand and take control of their energy use.

Community energy projects include:

  • Community-owned renewable electricity installations;

  • Members of the community jointly switching to a renewable heat source;

  • A community group supporting energy saving measures which can be funded wholly or partly by the Green Deal;

  • A community trialing smart meters to improve awareness of energy use.

More information on how to set up a community energy project can be found on [the GOV.UK website](https://www.gov.uk/community-energy].

More detail on GOV.UK

Skip to another section:

What the government is doing on tariffs, financial support, advice, standards and new ways to pay for energy saving improvements.

Simple measures to reduce energy and save money, Warm Home Discount, ECO, Winter Fuel Payment, Cold Weather Payment, Switching and Collective Switching.

The Green Deal and Smart Meters.

The Energy Saving Advice Service, The Big Energy Saving Network, The Home Heat Helpline, Making a complaint to an energy supplier.

Renewable heat, Feed-in Tariffs, Community benefits, Community energy ownership.

Top tips for staying warm this winter, Breakdown of household energy bills, Useful numbers.

6. Further information

6.1 Top tips for staying warm this winter

  • If you, a relative or neighbour are worried about staying warm this winter, you can get help and advice on how you could benefit for support for heating and insulation measures. Call the Energy Saving Advice Service on 0300 123 1234 or Home Energy Scotland on 0808 808 2282.

  • If you are experiencing difficulties paying your gas and/or electricity bills or want more help and advice about paying energy bills, call the Home Heat Helpline on 0800 336699.

  • You should be aware there are rules agreed by energy suppliers not to disconnect vulnerable customers for getting into debt over the winter.

  • People aged 60 or over, disabled people or those who suffer from a chronic illness, are entitled to a range of services, by signing up for free to their energy supplier’s Priority Service Register. Details of how to join can be found on the reverse side of your bills.

  • Heat your home to the right temperature: your living room should be 21°C (70°F), and your bedroom and the rest of the house heated to 18°C (65°F). If you can’t heat all the rooms you use, heat the living room during the day and your bedroom just before you go to bed.

  • Check on older neighbours or relatives to make sure they’re safe and well. Make sure they’re warm enough, especially at night, and have stocks of food and medicines so they don’t need to go out during very cold weather. If you’re worried about a relative or an elderly neighbour, contact your local council or ring Age UK Advice on 0800 169 6565.

6.2 Useful numbers

  • Energy Saving Advice Service: 0300 123 1234

  • Home Energy Scotland: 0808 808 2282

  • Home Heat Helpline: 0800 33 6699

  • Age UK Advice: 0800 169 6565

  • Citizens Advice: 0845 404 0506

  • Ombudsman Services Energy: 0330 440 1624

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