Bills and payments

I'm worried about paying my energy bill

Sometimes life throws us curveballs. All of a sudden, we're facing a change in our lives, like losing a job, illness or caring responsibilities. Before we know it, the bills are building up and it can all feel a bit too much.

We believe that whatever goes on in life, everyone has a right to have access to energy. If you're finding things tough, we can help.


If you've missed a bill payment, we'll try to get in touch

If we spot that you have missed a payment, we'll do our best to get in touch as soon as possible.

It might be something easy to fix. For example, you may have accidentally cancelled a Direct Debit instruction. In these cases, we can quickly get your payments set back up again, or take a payment over the phone. This way, we can avoid the balance you owe increasing.

Sometimes, you may be facing a bigger change in your life. We know it's hard to keep track of everything if you're dealing with an big or sudden change in circumstances, especially an event like losing a loved one, the break up of a relationship or a redudancy. We want to make managing your energy bills as easy and as stress-free as possible.


If you're experiencing payment difficulties, please let us know

If you're struggling to pay your bills, the best thing to do is to reach out to us as soon as possible. Our advice team is available to help Monday to Friday, 9.00am - 5.00pm, on 0131 378 7120.

Once we know you are struggling to pay, we can look at potential options for supporting you, like arranging a payment plan.

If we're not able to agree a payment arrangement, and you don’t already have a prepayment meter, we may offer to install a prepayment meter, which will allow you to have more control over how much energy you use, and when.

We'll always try as hard as we can to find a solution that works, but under certain circumstances we may need to involve our debt collection agency. For example, if we're not able to get in contact with you, or if we can't agre on a suitable payment plan. We'll share your account information with them, and this may impact your credit score.

You can find out more in our struggling to pay policy.


Organisations that can help you with debt

We always recommend that you get in touch with us as soon as you find yourself struggling. However, you can also get free, confidential help and independent advice on managing debt from a number of national and local organisations. 

All of the services below are free and confidential. Other organisations are available and we encourage you to find the one that works best for your needs.


Money Advice Service


Citizens Advice Bureau 


Scottish Debt Advice


National Debt Helpline