This information could help if you find yourself in fuel debt

Yes – If debt has been added to a prepay meter of up to £500 you can switch supplier under the Debt Assignment Protocol (DAP).

No – Your energy supplier can stop you switching if you are in debt. In this case, they must offer you the best available tariff.

If the debt is under £500, you can ask to be switched on to a pre-payment meter. However, prepay tariffs are normally more expensive than credit tariffs so you will be paying more per unit going forward.

Yes – make sure you give the correct number of digits on your meter. Contact your Neighbourhood Coordinator or energy supplier if you don’t know where your meter is or how to read it.

Yes – Energy suppliers offer Trust Funds and Grants to help customer’s clear energy debts. Anyone can apply either for themselves or on behalf of someone else.

If you apply, you’ll need to have some key information to hand including; recent meter readings, details of any benefits received, age of homeowners and any exceptional personal circumstances.

Supporting information can also be considered. E.g. a letter from a GP, Social Worker, Debt Charity.

Your Gentoo Money Matters Support Coordinator and Fuel Debt Champions can help you to submit an application. Please contact your local Gentoo office to make an appointment.

Yes - They can help with payment plans and advice on discounts that might be available.

Useful information to collect prior to calling them is:

• Name and address
• Meter serial numbers (Bill and Meter)
• Mpan Number (Bill and Meter)
• Is anyone in the home elderly, disabled or under 5
• Is there other factors to financial hardship like multiple debt
• Up to date meter readings
• Payment method
• Benefit information

No – There are a number of reasons why bills can be incorrect including:

• Wrong name or address
• Wrong supplier
• Wrong meter details (linked to another home)
• Estimate readings
• Gas could be charged as metric or imperial units or vice versa (4 or 5 digit readings)
• Billing to a day and night tariff the readings could be back to front

No – It can take up to 6 months depending on your energy supplier and personal circumstances. You have 28 days from receiving your statement to make a payment or advise your energy supplier if you’ll have difficulties making payment before any formal action is taken.

Disconnection is a very last resort.

If you have received a pre-disconnection letter you can still contact your energy supplier for help. If you would like assistance with this please book an appointment with a Gentoo Money Matters Coordinator or a Fuel Debt Champion by contacting your local Gentoo office.