News from our partners: prepayment meter advice

I keep hearing on the news that the energy price cap is going up in October, but the cost of energy is so high already. I’m on a prepayment meter and I’m really scared we’re going to be left without any gas or electric if I can’t top up. What can I do?

First of all, I’m really sorry to hear how tough things have been for you. You’re certainly not alone in worrying about rising prices, and you’re doing the right thing in reaching out for support and there are things you can get help with.

As a prepayment meter customer, your energy supplier will be able to give you temporary credit if you can’t afford to top up your meter. They might add this to your meter automatically, but if they don’t, you can call them and ask them to do this.

If you run out of temporary credit, speak to your supplier to explain your situation. They may give you extra temporary credit if you’re struggling with living costs. There are other reasons why they might give you extra credit too, including if you’re disabled, have a long-term health condition, or you have children under the age of 5. You’ll have to pay back anything extra you get, but you can agree how to do this in a way you can afford with your supplier.

You might also be able to get a fuel voucher, which you can use to add credit to your meter. In Shropshire, you can contact Marches Energy Agency with your energy related questions on 0800 677 1307. Their friendly staff will be able to support you with energy advice tailored to your circumstances.

There’s more government support coming from October, including a £400 payment to help you with your energy bills. If you have a prepayment meter, you’ll be given vouchers in the first week of each month from October, via SMS text, email or post. Make sure your energy company has your up-to-date details.

You can also apply to be added to the priority service register which is a free support service for people in vulnerable situations. For example, if you are disabled or have a long-term health condition, have children under 5 or are pregnant or have reached your State Pension age your supplier can offer you additional support.

To help manage other costs, it’s also worth checking you’re getting all the benefits you’re entitled to. There are benefits calculators you can use online. On the Citizens Advice website, there’s advice on how to reduce living costs and information on other ways to increase your income. Shropshire Council might also be able to help, please read the rest of the pages in the cost of living section for more information.

We know this is an extremely worrying time and everyone’s situation is different. Don’t struggle alone.

If you need further support, contact Citizens Advice Shropshire on: 0808 278 7894.