Your energy queries answered

What happens if I don’t top up my pre-payment meter when its warm outside?

Your appliances and lights will go off and anything plugged into the mains will not work. This is called self-disconnection. If it’s electric, your fridge freezer will go off alongside house alarms including wired smoke alarms and carbon monoxide alarms. You'll need to check these are working after you top up your prepayment meter.

If you're on gas, be aware that the boiler may malfunction, alongside hobs and ovens. If they're old, they may not have the safety features that stop the gas if there is no flame.

Always check the status of gas appliances if supply is interrupted. Remember, you're still accruing a standing charge everyday so you risk being in debt when you start using the gas again.

How do I switch from a pre-payment meter to monthly payments?

It's best to contact your energy supplier. They will likely perform a credit check before they agree to switch your account to a direct debit account.

How can I reduce the amount they are taking for a debt on my pre-payment
meter?

You can speak to your supplier to see if they’re willing to negotiate a lower repayment plan, or get support from KSW. It is not always possible to get the amount reduced, but it’s always better to tackle the issue early, so if you have any concerns about debt you should speak to your supplier as soon as possible.

Can my energy supplier pay off my fuel debts?

Not directly, but in some cases debt can be reduced or cleared through a trust fund application. In some cases, KSW can assist with this. We also recommend you seek debt advice from services like StepChange and Citizen's Advice.

I can’t read or access my meter, can my energy supplier help me?

If your meter is inaccessible, contact your energy supplier and ask them to move it somewhere more suitable - or you can ask them to install a SMART meter so you no longer have to take readings.

What help is there for me if I have no money for gas or electric?

Contact your energy supplier for emergency credit first of all. We also encourage you to get in touch with Keep Shropshire Warm as soon as possible - don't keep it inside, reach out to our friendly team for help.  We can help with things like resolving billing issues, providing emergency support in a crisis, and advising on how you can save money and energy in your home.

Am I living in fuel poverty?

A household is classed as being in fuel poverty when low incomes and low home energy efficiency leave residents struggling to pay for energy. The West Midlands region has the highest percentage of householders in fuel poverty across England, with 17.5% of all households being classed as fuel poor. In Shropshire, over 14.5% of households are fuel poor.

If you're worried about your energy bills and how you'll keep warm,and would like to speak to one of our friendly team for free and impartial advice, you can call Keep Shropshire Warm on 0800 112 3743 or email advice@mea.org.uk weekdays between 9am-5pm.

Links to central government support

Contact information

Energy Saving Trust