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Price cap changes: supporting our customers

We understand that lots of our customers are feeling worried about changes to the energy price cap. That’s why we’ve pulled together some information here to help you understand what’s happening – and find out how we can help.

What the price cap is and why it’s rising

The energy price cap is set by the regulator Ofgem, and it puts a limit on the prices that energy companies can charge for variable tariffs.

These tariffs are priced in line with the cost of wholesale energy (the price we pay to buy energy from the companies that generate it).

Wholesale prices have risen significantly – high above the price cap. Which means suppliers have had to buy energy for a much higher price than they’re able to sell it for.

On 1 April 2022 Ofgem is raising the price cap to reflect the rises in wholesale prices.

Financial support: we’re here to help

If you’re struggling to pay for your energy, please know that we’ve supported lots of people in similar situations – and we can support you too. Our dedicated team can also make sure you’re receiving any financial assistance from the government that you’re eligible for – and take you through payment support schemes that are available. You can find out about these in the section below too.

Find out more

Payment schemes and benefits that can help

These government-run schemes could also help you with your energy bills.

Fuel Direct Scheme

The Fuel Direct scheme helps to pay your energy bills directly from your benefits (the scheme is run by the Department for Work and Pensions). For more information, contact Jobcentre Plus or your pension centre if you’re on Pension Credit.

Cold Weather Payment

A Cold Weather Payment might be available to you, if you’re getting certain benefits. These payments are made if the temperature in your area is forecasted or recorded to be 0C or below for over 7 days in a row.

Find out more and see if you’re eligible here.

Winter Fuel Payment

This is available to people who were born on or before 26 September 1955. It’s an annual one-off payment between £100 and £300, to help pay for your heating over the winter.

Find out more about the Winter Fuel Payment here.

Warm Home Discount Scheme

You might be eligible for £140 credit towards your energy bills through the Warm Home Discount Scheme. Although applications have closed for this winter, they’ll reopen later in the year for next winter.

Find out more about the Warm Home Discount here.

Find more answers here

We’ve put together these frequently asked questions – to help you get all the latest information about what’s happening.