Energy arrears Why are these a priority? Energy arrears are a priority debt because your current gas and electricity suppliers can cut off your supply if you owe them money. This action is quite rare. Do you have coal or oil debts? If you owe money to a coal or oil supplier, they can refuse to provide further supplies. The debt is a priority if you cannot get a new supply elsewhere. What can I do? Your gas and electricity suppliers should have a code of practice saying how they deal with customers in arrears. Ask them for a copy. It will explain your rights and how to make a payment arrangement. If you are finding it difficult to pay your bill, your supplier should take into account your ability to pay. They should also offer you a range of methods to help you pay. This could include asking for money to be taken directly from certain benefits or installing a prepayment meter if it is safe to do so. They cannot cut off your supply unless they have offered these options first. Prepayment meters If your supplier wants to fit a prepayment meter, but you feel it isn’t suitable, you may be able to object. Contact us for advice. You cannot be cut off: • between October and March if all the adults in your household are over pensionable age; or • at any time of the year if you are considered vulnerable under the Energy UK Safety Net. You should not usually be cut off: • between October and March if you are over pensionable age, disabled or have a chronic (long-term) illness. Page 58