Customer Wellbeing

Energy costs and changes in the energy market can be worrying. We are here to keep you informed, help you make sense of what’s happening, and support you in managing your energy bills.

Help with high energy bills

If you are struggling to pay your energy bills, please contact your energy provider as soon as possible to see what support is available to you. Depending on your circumstances, you may be eligible for extra help with your energy bills, such as debt repayment plans, payment breaks, emergency credit for prepayment metered customers etc.

Ofgem, the UK energy regulator’s rules mean energy providers must offer payment plans that you can afford and if you are in difficulty, you can ask for ‘emergency credit’ if you use a prepay meter and can’t top up.

If you want to know more about managing your energy bills and are struggling to get through to your supplier, Citizens Advice offer in-depth consumer support and advice.

England: Your energy supply - Citizens Advice
Scotland - Your energy supply - Citizens Advice Scotland

Important energy updates you should know

1. Radio Teleswitch Service (RTS) meters are being switched off – act before 30 June 2025

If you have an RTS (Radio Teleswitch Service) meter, it will stop working from 30 June 2025. These meters are often used in homes on Economy 7, Economy 10, and Economy 2000 tariffs – usually found in electric-only homes.

What you need to do:

• Check if you have an RTS meter – If you rely on electric heating, storage heaters or an older tariff, you may have one. Look for a separate switchbox near your meter labelled ‘Radio Teleswitch’.
• Contact your energy supplier – Energy companies are responsible for replacing RTS meters with smart meters, which provide accurate readings and can help you track your energy usage. Your supplier should arrange a free upgrade before June 2025.
• Act now – If your meter isn’t changed before the deadline, you could face issues with your energy supply.

For more details, read the RTS Digital Leaflet.

2. Energy price cap increase from 1 April 2025

The energy price cap increased to £1,849 from 1 April 2025, meaning higher bills for many households on standard variable tariffs. The cap increased to £1,849 per year for a typical household paying by Direct Debit – an increase of £111 annually.

New unit rates and standing charges:

• Electricity: 27.03p per kWh | Standing charge: 53.80p per day
• Gas: 6.99p per kWh | Standing charge: 32.67p per day

What this means for you:

• If you’re on a standard (variable) tariff – Your bills will go up in line with the price cap.
• If you’re on a fixed tariff – Your rates will stay the same until your contract ends.
• If you’re looking to switch – Consider whether a fixed tariff could help you save money, but keep in mind that prices may go up or down.

For further updates, visit Ofgem’s Energy Price Cap Information.

3. Understanding back billing – Know your rights

If you receive a backdated bill (‘back bill’), your energy company cannot charge you for energy used over 12 months ago if the delay was their fault.

What to do if you get a back bill:

• Check the dates – If the bill covers usage over a year ago, contact your supplier and challenge it.
• Request a payment plan – If you need time to pay, your supplier must offer you a reasonable repayment arrangement.

Find out more about back billing rules on the Ofgem website.

Smart meters: A smarter way to manage your energy

Smart meters provide accurate readings, so you only pay for what you use. They also help you monitor your energy usage in real-time, making budgeting easier.

Benefits of a smart meter:

• No more estimated bills – Your supplier gets automatic readings.
• Track your energy use – A smart display shows how much energy you’re using.
• Free installation – Your energy supplier will install one at no cost.

To request a smart meter, contact your energy provider. You can also visit the Ofgem website for more information.

Ways to save energy and lower your bills

Quick energy-saving tips:

• Turn down your thermostat – Lowering it by just 1°C can cut costs.
• Use LED bulbs – They use less energy and last longer.
• Run full loads – Only use washing machines and dishwashers when full.
• Unplug chargers – Devices still use power when left plugged in.
• Take shorter showers – Saves both water and heating costs.
• Service your boiler – A well-maintained boiler runs more efficiently