Financial difficulty is one of the most common forms of vulnerability you'll encounter, and one of the most sensitive to handle well. A customer who is struggling to pay their energy bills is often also dealing with stress, shame, and fear — sometimes all at once. This guide covers the support options available, how to have the conversation, and how to signpost customers to further help.
Recognising financial difficulty
Customers don't always say outright that they're struggling financially. Listen for indirect signals like:
- Asking to reduce their direct debit to an amount that seems very low for their usage
- Mentioning they've missed a payment or are worried about missing one
- Prepayment customers saying they've been without supply, or asking about emergency credit
- Expressing anxiety or distress when discussing their balance or bill amount
- Mentioning redundancy, benefits, or a change in household income
When you notice these signals, slow down. The billing issue is secondary — the person comes first.
Payment plans
If a customer has fallen behind on payments, a payment plan lets them pay off the debt in manageable instalments alongside their ongoing energy costs. When setting up a payment plan:
- Base the repayment amount on what the customer can actually afford — not just what would clear the debt quickly
- Factor in their ongoing energy usage so the plan doesn't create further debt
- Set realistic expectations — a plan that's too ambitious will fail, and that makes things worse for everyone
- Document the agreed plan clearly in Kraken and confirm the details with the customer in writing
A payment plan should feel like a solution, not a punishment. If a customer pushes back on the amount, listen to them — they know their finances better than we do.
Hardship funds
Good Egg Energy has a hardship fund available for customers in genuine financial difficulty who are unable to manage their debt through a standard payment plan. The fund can provide a one-off credit to a customer's account to help clear or reduce arrears.
To refer a customer to the hardship fund:
- Confirm the customer is in financial difficulty and has an outstanding balance
- Check eligibility criteria in Kraken — not all account types qualify
- Submit a hardship fund referral through Kraken and let the customer know they'll be contacted with an outcome
- Log the referral on the account with a note of the circumstances
The hardship fund isn't unlimited, and referrals are assessed individually. Be honest with customers that approval isn't guaranteed, but that it's absolutely worth applying.
Prepayment customers and self-disconnection
Customers on prepayment meters who can't afford to top up may self-disconnect — meaning they go without energy supply. This is a serious welfare concern, particularly for customers with health conditions, young children, or during cold weather.
If a prepayment customer mentions they've been without supply or are close to running out of credit:
- Check whether emergency credit is available on their meter and how to activate it
- Explain friendly credit hours — the periods during which their supply won't disconnect even if they run out of credit (typically evenings and weekends)
- Consider whether a switch to a credit meter might be more appropriate for their circumstances
- Refer to the hardship fund if applicable
Signposting to external support
We can do a lot, but we can't do everything. Customers in serious financial difficulty often benefit from independent advice and support. Useful organisations to mention include:
Citizens Advice — free, independent advice on debt, benefits, and consumer rights. Available online, by phone, and in person.
StepChange Debt Charity — free debt advice and management plans for people struggling with multiple debts.
National Debtline — free debt advice by phone and online, including self-help tools and sample letters.
Local authority support — many councils offer emergency fuel vouchers or hardship payments. Worth mentioning if a customer is in acute difficulty.
When signposting, keep it warm and practical. Don't just reel off a list — pick the most relevant option for what the customer has told you, and give them enough information to actually follow through.
