Not being able to afford to pay your bills and debts can be very stressful, but it's important to contact the company you owe money to before you miss a payment. Find out how they can help you, plus other ways to get back on track.
Help if you’re struggling to pay your bills
Help clearing money owed to lenders
If your income has dropped and you’re worried it won’t go back to normal, find out what you can do to reduce the risk of falling behind on your payments to lenders.
Follow these steps to work out what you need to do
What to do if you’re worried about repayments
If you’re worried you won’t be able to afford your repayments or any late payment fee or interest, or both, talk to your lender.
They could offer help, such as affordable and sustainable repayment arrangements, or giving you enough time to repay and not pressurising you into repaying your debt within an unreasonably short time.
If you fail to make payments, the loan will ‘default’. Charges could then be added, increasing what you owe. And missing bill payments can harm your credit score
Some bills are more important than others. Our Bill prioritiser can help you deal with your bills and payments in the right order.
Have you missed a payment?
Use our Debt advice locator tool to find free and confidential debt advice online, over the phone or near to where you live.
Help paying your gas or electricity bill
Not being able to afford to heat or power your home can be very stressful. Find out what help’s available from your supplier if you’re struggling, as well as other ways to get back on track.
Follow these steps to work out what you need to do
How your energy supplier can help
If you’re struggling to make gas or electricity payments, talk to your supplier.
They must work with you to agree a payment plan that suits you, which might include more affordable payments, a payment break, or suggesting charitable grants or hardship funds.
If you’re on a pre-payment meter and worried about topping up, Citizens Advice has more guidance if you can’t afford to top up your prepayment meterOpens in a new window
In Northern Ireland, you can get information about emergency creditOpens in a new window if you’re on a prepayment meter at PowerNI.
You can also read our guide What to do if your energy bill is high
If you’re struggling to pay your bill, speak to your energy supplierOpens in a new window
Check if you qualify for extra government help
If you receive benefits, the government has schemes to help you to pay fuel bills:
Warm Home Discount – get £150 off your electricity or gas bills.
To find out if you qualify, call 0800 030 9322 or visit GOV.UKOpens in a new window
The discount isn’t available in Northern Ireland, but if you live there you might qualify for the Affordable Warmth SchemeOpens in a new window
Cold Weather Payment – if the weather gets really cold and you already get some benefits, you might qualify for cold weather payments worth £25. Find out more in our blog Who is entitled to cold weather payments?
Winter Fuel Payment – if you’ve reached State Pension age and receive Pension Credit or another qualifying benefit, you’ll also qualify for a Winter Fuel PaymentOpens in a new window of between £100 and £300.
You can find out more about who is eligible in our Pension Credit is now key to keeping your Winter Fuel Payment blog.
Local help to pay energy bills
If you’re without gas or electricity, your local welfare scheme might help:
If you live in England, contact your local council to see if they have a welfare assistance scheme. Find your local council on GOV.UKOpens in a new window
If you live in Scotland, find out more about the Scottish Welfare FundOpens in a new window
If you live in Wales, find out more about the Discretionary Assistance FundOpens in a new window
If you live in Northern Ireland and struggling to pay your energy bills, get advice from nidirectOpens in a new window
Extra support if you’re vulnerable
Your energy supplier must give you extra support if you’re vulnerable. For example, if you:
have a disability or long-term health condition
have mental health needs
have hearing or sight loss
are pregnant or have children under the age of five
are recovering from an injury or have just been released from hospital
don’t speak or read English well, or have other communication needs
have reached State Pension age.
There could be other reasons why you might be vulnerable, so if you’re not sure you can ask your supplier.
It’s a good idea to sign up to your supplier and network operators.
Sign up to your supplier’s Priority Services RegisterOpens in a new window
Other organisations that can help with fuel bills
The organisations below can advise on what you need to do if you’ve missed a payment, the action your supplier can take and why it’s important to clear any gas or electricity debt as soon as you can:
If you’re in England or Wales and behind with your energy bills, visit Citizens AdviceOpens in a new window or call Adviceline (England) on 0800 144 8848 or AdvicelinkOpens in a new window (Wales) on 0800 702 2020
If you’re in Scotland, visit Citizens Advice ScotlandOpens in a new window or call 0131 550 1000
If you’re in Northern Ireland, visit Advice NIOpens in a new window or call 0800 915 4604
You can write to your creditors using sample lettersOpens in a new window from Citizens Advice.
For free, confidential advice, use our Debt advice locator tool
If you’ve missed a gas or electricity payment, contact StepChange for adviceOpens in a new window
Help if you’re struggling to pay your water bill
Are you worried about not being able to pay your water bill or falling into arrears? While your supplier can’t turn off your water if you miss payments, they can take you to court to enforce repayment. Find out how to get help.
Follow these steps to work out what you need to do
Support to pay your water bill
If you’re struggling to pay your bill, contact your water company as soon as possible. They might:
offer a payment break or payment holiday
provide special schemes, such as social tariffs
adjust your payment plan to cope with a fall in your household finances
offer advice on benefits and managing debts, especially if you haven’t struggled before
find out if you qualify for charitable grants.
Water meters
If you live in England or Wales, have a water meter and you’re on certain benefits, you might qualify for help. Find out more on the CCW websiteOpens in a new window
For people living in Scotland, most people pay for their water through their Council Tax. Find out more at mygov.scotOpens in a new window
If you're worried about missing a payment, contact your water companyOpens in a new window
Extra support paying water bills
If you’re disabled, a carer or need extra help from your water company, they should offer it to you.
Extra support could include being sent your water bill in large print, making your meter more accessible or setting up a password for your water company to use when they contact you, if you’re worried about being scammed.
Use these links to register for Priority Services or the Customer Care Register:
In England and Wales, you can find more information at OfwatOpens in a new window
In Northern Ireland, find out more at Northern Ireland WaterOpens in a new window
In Scotland, there’s more help at PSR ScotlandOpens in a new window
See our guide on how to prioritise your debts
Find information about making a plan to pay your debts on Citizens AdviceOpens in a new window
If you’re worried about missing a payment, contact your water companyOpens in a new window
Help paying your TV Licence
Keeping up with your TV Licence payments is important as it’s considered a priority debt. TV Licensing can issue fines or take you to court for failing to pay as it’s considered a criminal matter. If you’re struggling to pay, find out what options are available.
Follow these steps to work out what you need to do
Help if you’re struggling to pay your TV Licence
If you’re worried about paying your TV Licence, TV Licensing will help you set up an affordable repayment plan.
Call them on 0300 555 0300 or check TV LicensingOpens in a new window
If you don’t think you’ll be able to afford a TV Licence, it’s best to cancel it and potentially get some money back. But you won’t be able to watch live TV or BBC iPlayer at home – you should check the rules on what you can and can’t do without a TV licenceOpens in a new window
If you need to cancel your licence, call TV Licensing on:
0300 790 6068 – if you pay by Direct Debit or in one go.
0300 555 0300 – if you pay by TV Licensing card.
If you don’t watch TV (or watch anything on BBC iPlayer) and only listen to the radio (including BBC radio), you don’t need a TV Licence. For everything else, you do.
If you’re struggling to pay for your TV Licence, contact TV LicensingOpens in a new window
How to save money on your TV Licence
Your TV Licence might be free or offered to you at a reduced cost if:
you’re 75 or over and you, or your partner living at the same address, are receiving Pension Credit
you’re 75 or over and live in a residential care home – as you might be covered by the care home’s Accommodation for Residential Care TV Licence
you’re registered blind – as you can get a 50% discount on your TV Licence
your TV is black and white – as you can apply for a reduced cost TV Licence for £58.50. (A colour TV Licence costs £174.50.)
Read our blog How to spot and avoid TV Licence refund scams
If you think you might get a free, or cheaper, TV Licence, contact TV LicensingOpens in a new window
Help if you’re struggling to pay for landline, mobile phone or broadband
Lots of us rely on digital, online and mobile services to live our lives. If you’re struggling to pay any of these bills, there are things you can do to stay connected.
Follow these steps to work out what you need to do
What to do if you’re struggling to pay your mobile phone bill
If you need help, tell your landline, mobile or broadband provider as soon as possible.
Many providers can help you, including changing your bill date, setting up an affordable repayment plan or moving you to a different tariff.
If you’re considering ending your mobile contract early, find out if you have to pay a fee. You can text ‘INFO’ to ‘85075’ to find out if you’re still in contract.
If you’re vulnerable, and your provider can’t make priority repairs in your home, they should make sure you have alternatives to broadband or a landline.
Some providers offer low-cost plans to help you make mobile calls and get online if you’re getting certain benefits. Find out more from industry regulator, OfcomOpens in a new window
Check out the status of your contractOpens in a new window
Broadband and mobile social tariffs
Some providers offer low-cost plans to help you make mobile calls and get online if you’re getting certain benefits, including:
Universal Credit
Jobseeker’s Allowance
Pension Credit
Employment and Support Allowance.
Find out more at OfcomOpens in a new window
Free broadband if you’re a jobseeker
If you’re looking for work, you can apply through your work coach for a voucher to exchange for free broadband from TalkTalk. Ask your Jobcentre PlusOpens in a new window work coach if you can apply.
Help with internet bills
The UK National Databank offers free mobile internet data for up to 12 months to people who can’t afford it and often also experience multiple inequalities.
Find more support on the Good Things Foundation websiteOpens in a new window
Help if you’re struggling to pay for subscription services
If you can’t afford services such as Netflix or Spotify, you might be able to cancel them without being charged a penalty. Check the terms of your contract.
If you’ve missed a payment on your broadband, phone or TV subscription, contact your lender to explain your situation.
Citizens Advice has guidance on cancelling a phone, TV, internet or mobile contract.
Your circumstances might mean you can get a lower price from your TV provider.
MoneySavingExpert has tips on getting a better price for your Sky and other TV subscriptionsOpens in a new window
If you are struggling with your payments you can get practical help in our Help if you’re struggling with debt guide.
StepChange has more information about how debts are collected when you’re in arrearsOpens in a new window
Help if you’re struggling to pay Council Tax
Council Tax is a priority debt you must pay, as the consequences of falling behind can be worse than with other debts. If you’re worried about paying it, it’s important to have a plan. Find out what help is available.
Follow these steps to work out what you need to do
How to get help from your local council
Every council has a scheme to help you manage your payments so it’s important to contact your local council as soon as possible. If you wait until you’ve missed payments, it might limit the help they can offer you.
Find your local council:
in England and Wales on GOV.UKOpens in a new window
in Scotland on mygov.scotOpens in a new window
in Northern Ireland on nidirectOpens in a new window
When you contact them, explain your situation and see if it’s possible to work out a new payment plan before you fall behind.
And read our Benefits section to make sure you’re getting the right benefits and entitlements
Speak to your local council and find out what help they can offer
Next steps if you’ve missed a Council Tax payment
If you’ve already missed Council Tax payment, this means you’re in ‘arrears’.
Contact your council as soon as possible if your income has changed, or if you’re struggling to cover your bills.
As well as coming to an arrangement on the money you owe them, you should also talk about future bills – especially if you think you may struggle to pay them.
Make a budget, work out what money you have left after it, and ask the council for help.
Find out more in our guide Help if you’re struggling to pay Council Tax.
You can find help with our Debt advice locator tool to find free and confidential debt advice online, over the phone or near to where you live.
Citizens AdviceOpens in a new window has a helpful guide on dealing with Council Tax arrears.
Speak to your local council and find out what help they can offer