No gas supply: emergency help, debt and compensation
MoneyNerd introduces enquiries to The Debt Advice Service and may receive a referral fee. For free, independent guidance and help finding a debt adviser, visit MoneyHelper.
This information and enquiry service is not a full financial assessment or a guarantee of suitability or debt write-off. Debt solutions are not suitable for everyone. Fees may apply, and your credit record and assets may be affected. Get advice on your circumstances before choosing a solution.
MoneyNerd introduces enquiries to The Debt Advice Service and may receive a referral fee. For free, independent guidance and help finding a debt adviser, visit MoneyHelper.
This information and enquiry service is not a full financial assessment or a guarantee of suitability or debt write-off. Debt solutions are not suitable for everyone. Fees may apply, and your credit record and assets may be affected. Get advice on your circumstances before choosing a solution.
There is no single time limit that covers every loss of gas supply. The response depends on whether there is a gas emergency, a network interruption, a meter fault or a payment problem. This guide concerns household mains gas in Great Britain; Northern Ireland has a separate regulatory system.
If you smell gas or suspect an unsafe appliance
Call the National Gas Emergency Service on 0800 111 999 immediately and follow its instructions. Do not wait for a billing complaint to be resolved or try to reconnect an unsafe supply yourself. See the HSE’s gas-safety guidance.
How the introduction works
The Debt Advice Service can discuss your circumstances and explain available options, including their benefits, costs and risks.
Options depend on your circumstances. You decide whether to proceed.
Advertisement. MoneyNerd introduces enquiries; we do not give debt advice or recommend solutions. The Debt Advice Service, a trading style of Pacific Financial Solutions Limited, offers free debt advice with no obligation. Complete the enquiry form to share your details and request a call.
Some debt solutions have fees and may negatively affect your credit rating. MoneyNerd may receive a fee if you go ahead with a debt solution through The Debt Advice Service. For free, impartial guidance and help finding free debt advice, visit MoneyHelper.
Find out why the supply has stopped
For a local network outage, contact the gas network operator for updates and an estimated restoration time. For a meter, account or prepayment-credit problem, contact your supplier. Explain immediately if anyone in the home is vulnerable or needs heating for health reasons, and ask about priority support.
What if a prepayment meter has run out of credit?
Ask the supplier about emergency or additional support credit and an affordable arrangement for any debt. Credit may need to be repaid, so confirm the terms and ask for deductions to be reviewed if you cannot afford essential energy. Do not assume that changing to prepayment makes future bills or arrears disappear. Ofgem explains available prepayment support.
| Energy Debt Solution | How It Can Help Pay Off Your Energy Bills |
|---|---|
| Installment Plan | Pay in smaller and more manageable monthly amounts until the debt is cleared |
| One-Off Payment | Reduce debt, and possibly get a discount, by paying a lump sum |
| Appealing for a Bill Reduction | Get a reduction by providing evidence of errors in your energy bill or a detailed explanation of your situation |
| Negotiate Contracts | Ask for a temporary reduction in tariffs, a pause on payments, or a longer-term payment plan |
| Switch Providers | If your current energy tariff is too high, consider switching to a cheaper provider |
| Supplier hardship support | Ask your current supplier about its current debt-support fund, payment plans and eligibility. Also check independent charitable support such as the British Gas Energy Trust where available. |
| Benefits and seasonal support | Check current eligibility for the schemes operating in your UK nation. Seasonal heating payments and discounts have different rules and are not all available to everyone. |
| Other local support | Ask your council or a free adviser about current local energy support. Do not assume an earlier alternative-fuel payment scheme remains open. |
| Seek Advice from Debt Charities | Debt charities offer free advice and practical solutions – they can help you understand your options, negotiate, and set up payment plans with energy providers. |
Breathing Space in England and Wales is temporary protection for qualifying debts, not money or a grant. A debt adviser must assess eligibility.
Can a supplier disconnect for debt?
Disconnection for debt is a last resort subject to strict rules. In winter, there are specific protections for pension-age households and duties to take reasonable steps to avoid disconnecting people with a disability or chronic illness. Some suppliers make wider commitments protecting vulnerable households throughout the year. These statutory rules and voluntary commitments are different; tell your supplier about everyone’s circumstances.
About The Debt Advice Service
Use the enquiry form to request a call about your circumstances and available options. You decide whether to proceed.
Advertisement. MoneyNerd introduces enquiries; we do not give debt advice or recommend solutions. The Debt Advice Service, a trading style of Pacific Financial Solutions Limited, offers free debt advice with no obligation. Complete the enquiry form to share your details and request a call.
Some debt solutions have fees and may negatively affect your credit rating. MoneyNerd may receive a fee if you go ahead with a debt solution through The Debt Advice Service. For free, impartial guidance and help finding free debt advice, visit MoneyHelper.
An involuntary prepayment meter or remote switch also has safeguards, including checks that it is safe and reasonably practicable. It is not automatically an acceptable alternative for every household. See Ofgem’s rules on involuntary prepayment and seek urgent free advice if you face disconnection.
Debt advice: Continue to the debt enquiry form
Advertisement. MoneyNerd is a commercial introducer, not a debt adviser. The Debt Advice Service, a trading style of Pacific Financial Solutions Limited, offers free debt advice with no obligation. If you request an introduction, your details are shared with them so they can contact you.
Some debt solutions have fees and may negatively affect your credit rating. MoneyNerd may receive a fee if you proceed with a debt solution through The Debt Advice Service. MoneyHelper offers free, impartial money guidance and help finding free debt advice.
How do I get reconnected?
Contact the supplier immediately and ask what is needed to restore supply, what affordable payment or security arrangements it will accept, and which restoration deadline applies. Do not assume that paying the entire debt at once is always the only route. Ask for the agreed action and timing in writing and explain any risk to health or welfare.
Can I get compensation?
Different guaranteed standards cover suppliers and network operators. Eligibility depends on the reason for the interruption, its duration and any exceptions. Gas and electricity compensation tables are different, and payment rates can change. Use Ofgem’s current interruption-compensation guide and ask the responsible company which standard applies to your case.
Keep the times the supply stopped and returned, contact records and receipts for reasonable extra costs. A compensation payment does not mean the company can leave a dangerous situation unresolved.
Escalating a complaint
Complain to the responsible supplier or network operator, give the key dates and explain the outcome you want. If the complaint remains unresolved after eight weeks, or you receive a deadlock letter, check whether the Energy Ombudsman can consider it. Get urgent advice separately if the household is currently without safe heating or hot water.
