Payment Difficulties

We can help if you're having difficulty in paying us. This will include full consideration of your individual circumstances including your ability to pay. In very rare cases we may need to consider disconnecting the energy supply to your home although we'll only ever do this as a last resort after trying all other available options to reach a solution with you. Independent sources of advice are listed at the bottom of this document.


Paying Your Bill

We'll always try to reach an agreement with you that gives you a reasonable time-period to pay and which takes into consideration any information you or any third party organisation give us about your ability to pay. If we need to agree on a repayment plan with you, we'll also take this information into consideration.


Before we'll agree to reconnect the energy supply to your home, you'll need to pay any outstanding debt or make a repayment agreement with us to do so. This could include:
- Agreeing payment of any security deposit that we request (this can be paid in instalments based on your ability to pay); or
- Agreeing on payment of any expenses which we may at our discretion request from you resulting from the disconnection and reconnection of your home (this can be paid in instalments based on your ability to pay); or
- Paying your first instalment. Once this has been done we'll aim to reconnect your supply by midnight of the next working day.

Fuel Direct

If you're currently in receipt of Pension Credit, Income Support or Jobseeker's Allowance you may be eligible to use the Fuel Direct Scheme. If this is the case and you agree to this, the Department for Work and Pensions (DWP) will take money each week to the value of the current Fuel Direct rate from your benefits and pay us the money you owe for any outstanding debt you have with us as well as for your ongoing usage. If will usually take two weeks for us to set this up with the DWP.

If you're having difficulty or believe you'll have difficulty in the future in paying all or part of your energy bill, we'll take the following 3 step approach:

Step One

- Discuss the issue with you and do all we can to help using your preferred contact method
- Take all reasonable steps to assess your ability to pay and discuss your individual circumstances and whether you or anyone in your household could be considered vulnerable if we don't already have information about this; and
- Offer ways to help you with paying any outstanding or future bills whilst also providing you with energy saving advice  

Possible solutions we may offer you include:
- Agreeing that you can defer payment for a short time-period; or
- Agreeing that you can repay a debt (or future debt) to us in instalments; or
- Offering to install a prepayment meter at your home where it's safe and reasonably practicable to do this and accepting regular instalments; or
- If you're receiving certain means-tested benefits, arranging for payment directly from those benefits through the Fuel Direct Scheme

Step Two

If we've tried and been unable to contact you to our offer of installation of a prepayment meter at your home or if we continue to be unable to make contact, we may arrange for a Debt Counselling Agent (DCA) to visit your home to talk through the options available to you. We may at our discretion, also apply to a magistrate for a warrant to access your home to install a prepayment meter without your consent.

If we install a prepayment meter to help you repay any outstanding debt, we'll advise you of:
- How much money you owe and the regular repayment amount that we'll collect through the meter and how often this will be collected, including any emergency credit you have available; and
- Details of any standing charge that you'll need to pay and how long it will take to clear the debt
- A telephone number for you to contact in emergencies or if you need any advice or details of any charges for replacement of lost or damaged prepayment keys.*

Step Three

We'll only ever disconnect as a last resort and when we've tried all other options available to us and you. However, we may take steps to disconnect your supply if:
- You don't keep to any repayment agreement made between you and us or tamper with the prepayment meter in any way; or
- You refuse to agree on a repayment plan with us where we've been unable to install a prepayment meter at your home due to it not being safe or reasonably practicable to do so; or
- You refuse to use the Fuel Direct Scheme when you're eligible to do so.

Before we make any decision to disconnect we'll take into account all information that we about your individual circumstances.**

*If we find that it isn't safe or reasonably practicable to install a prepayment meter at your home we'll make another attempt to agree on a repayment plan with you, considering all the information that we have about your individual circumstances and ability to pay. If we're still unable to reach an agreement with you then we may at our discretion apply to a magistrate for a warrant to enter your home and disconnect your energy supply. We'll give you at least 7 days' notice if we plan to do this.

We may also prevent you from switching to another supplier until the debt is repaid.

However, if you have a prepayment meter installed at your home and your debt is £500 or less for either electricity or gas, we won't object to your switching to another supplier as long as your new supplier agrees that you can repay the debt to them rather than to us.


**We won't disconnect the energy supply in winter (1 October to 31 March inclusive) at your home where we know or have reason to believe, that anyone living there could be considered vulnerable. Where we have no information, we'll take all reasonable steps to establish whether anyone at your home could be considered vulnerable before we take a decision as to whether to disconnect. Please contact us at any time if you believe that this is the case.

Please note that disconnection of the electricity supply to your home doesn't necessarily mean that the gas supply to your home will be disconnected and vice versa.

Useful Contacts

Citizens Advice Consumer Service Energy

Visit Citizens Advice Website


The Disabled Living Foundation

Visit DLF Website

Tel: 0300 999 0004


Energy Ombudsman: Energy

Ombudsman Services: Energy
PO Box 966

Visit Ombudsman Website

Tel: 0330 440 1624


Energy Saving Trust

Visit Energy Trust Website

England and Wales
Tel: 0300 123 1234

Tel: 0808 808 2282



Age UK England

Tavis House
1-6 Tavistock Square

Visit Age UK England Website

Tel: 0800 169 2081


Age UK Scotland

Causewayside House
160 Causewayside

Visit Age UK Scotland Website

Tel: 0800 470 8090


Age UK Wales

Ty John Pathy
13/14 Neptune Court
Vanguard Way
CF24 5PJ

Visit Age UK Wales Website

Tel: 08000 223 444


National Debtline

Visit National Debt Line Website

Tel: 0808 808 4000

Money Advice Service

Money Advice Service

Tel: 0300 500 5000


My Money Steps

My Money Steps

Tel: 0808 808 4000


StepChange Debt Charity

StepChange Debt Charity

Tel: 0800 138 1111

Contact Us

Tel: 0330 0414902

Postal Address: Customer Services Manager, Nabuh Energy, PO BOX 5862, Sheffield, S2 9FS

We are available to talk to you from Monday to Friday from 9 am to 8 pm and on Saturdays and Sundays from 9 am to 5 pm.