Energy, water and phone bills: extra support and planning for power cuts

Know which company does what

Your energy supplier bills you for gas or electricity. The local electricity network operator maintains the wires and handles network power cuts. Your water company and phone or broadband company are separate. Keep their trusted contact details with your bills. If a landlord or supported-living provider handles payments, ask who holds each account and how your support needs will be recorded.

Ask about the Priority Services Register

Energy suppliers and network operators keep a Priority Services Register, often called the PSR. It is free support for eligible people who need extra help because of disability, health or personal circumstances. Explain your communication needs and any dependence on electrical equipment. Ask both the supplier and network how to register, what information is shared and how they will confirm your needs are recorded. Update details after a move, supplier change or change in need.

Agree what extra support would help

Possible support includes accessible bills, an agreed contact person, identity checks for visitors and advance notice of planned power cuts where possible. Ask for the help you need rather than assuming a diagnosis identifies it. Arrangements vary. Joining the PSR does not make energy free, prevent every outage or guarantee that your home’s power will return before anyone else’s. Keep a separate emergency plan.

Ask early if energy bills are unaffordable

Contact the supplier before debt becomes harder to manage. Ask it to review payments and discuss an affordable plan, hardship support or available grants. Explain disability-related energy use and essential equipment. Priority-service registration is separate from financial assistance. Check whether a proposed reduction is a grant, repayment arrangement or temporary credit. Do not agree payments you cannot maintain without seeking debt advice.

If you cannot top up a meter

Tell the supplier promptly if you cannot afford a top-up or cannot reach or operate the meter safely. Ask about emergency or additional support credit and a suitable payment method. Credit usually needs repaying, so check the terms and affordability. Do not move or alter a meter yourself. If losing supply puts someone in immediate danger, use emergency help and the person’s care contingency plan.

Check support with water bills

Ask your water company about its social tariff, payment assistance and priority services. Where disability or a medical condition increases water use, ask whether WaterSure or another scheme applies. Eligibility, evidence and available support depend on the scheme and circumstances; a disability benefit alone does not establish every entitlement. CCW explains schemes and company contact routes. Ask about an accessible application and help obtaining relevant evidence.

Compare phone and broadband social tariffs

Some providers offer cheaper packages for people receiving qualifying benefits. Ofcom lists current social tariffs. Check local availability, who must hold the contract, speed, setup costs and any fee for leaving the existing package. Ask whether the proposed service meets your communication or care needs. A cheaper price should not mean losing an essential facility without a suitable alternative.

Make a plan for essential equipment

If someone uses a feeding pump, respiratory equipment, an electric bed, hoist or other essential powered device, ask the clinical team and equipment supplier for an individual power-failure plan. Confirm which backup is appropriate, how long it lasts, who maintains it and when to seek help or move to a suitable place. Include medicines needing refrigeration. Do not improvise batteries or alter medical equipment. Registration with an energy company does not replace clinical planning.

Prepare for communication and everyday needs

Keep a torch, charged phone or suitable power bank, paper contacts and accessible instructions where they can be found. Torches are safer than candles. Plan food, drinking water, toileting, warmth, communication and support visits around the person’s needs. Some broadband phones, alarms and mobile networks may stop working in an outage; ask providers about a suitable backup. Make sure supporters know the plan and agree who will check in.

During an outage and afterwards

Call 105 to report or ask about an electricity network power cut in England, or use the network’s agreed contact route. Tell it about urgent support needs and follow your individual equipment plan. Call 999 for immediate life-threatening danger; do not wait for an estimated restoration time. Afterwards, review what worked, report equipment concerns and update contact details. For ongoing bill disputes, ask the company for its complaints process and get independent help with unaffordable debt.

Help with bills and power cuts

Ask for accessible bills and support

Help with costs

Plan for a power cut

Who to call for help

What you can do next

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