Customer Support

If you’re struggling with energy bills, debt or general money worries, there are several organisations offering free, confidential and independent advice. These can help you understand your options, maximise your income and get back on track:

– Citizens Advice – impartial advice on money, debts and help with gas and electricity bills.

– StepChange – specialist debt advice and online tools to help you manage what you owe.

– MoneyHelper (Money & Pensions Service) – guidance on budgeting, debt support and finding local help.

– National Energy Action (NEA) – the fuel poverty charity, supporting people who can’t afford to live in a warm, safe home.

– The Trussell Trust – a UK-wide network of food banks for people struggling to afford essentials.

These services are designed to support anyone worried about energy costs, fuel bills or wider financial pressure, and are a good first step if you’re unsure where to turn.

If you’re finding it hard to pay your Flogas LPG bills, the most important thing is to get in touch with us as early as possible. Our trained team will look at your situation and talk through options to help you manage costs, which may include:

– Setting up or adjusting a Direct Debit to spread payments more evenly

– Agreeing a payment plan to make bills more manageable

– Discussing other ways we can support you with your LPG energy costs

Reaching out early means we have more options to help, and you don’t have to face rising winter energy bills alone.

There are several UK government winter energy support schemes that may help with heating costs and energy bills:

– Winter Fuel Payment – a one-off annual payment (usually £100–£300) to help older people with heating costs.

– Warm Home Discount Scheme – a £150 discount on your electricity bill or prepayment meter, depending on eligibility.

– Cold Weather Payments (England, Wales & Northern Ireland) – payments triggered when temperatures stay at or below 0°C for 7 days.

– Winter Heating Payment (Scotland) – a fixed winter payment replacing Cold Weather Payments.

– Child Winter Heating Payment (Scotland) – support for families of eligible children and young people receiving qualifying disability benefits.

These schemes are designed to reduce the impact of higher winter energy usage and help with gas, electricity and heating costs, especially for people on lower incomes or certain benefits.

If you use a prepayment meter and can’t afford to top up, you might be able to get a fuel voucher. This is a code (sent by letter, text or email) that you can use to add credit to your gas card or electricity key at PayPoint, Payzone or the Post Office.

Fuel vouchers are typically arranged through:

– Your local council

– Citizens Advice or another recognised advice organisation

Fuel vouchers are designed to give short-term help if you can’t afford to buy fuel right now or are worried you soon won’t be able to. They are a key form of emergency prepayment meter support.

Yes. There are two main areas of support highlighted in our Customer Support Guide:

1. Grants to help pay off energy debt:
Some energy suppliers offer hardship funds or energy support grants to help clear or reduce energy arrears – including funds from major suppliers like British Gas, EDF, E.ON, OVO and others. If your supplier doesn’t have a scheme, you may be able to apply to the British Gas Energy Trust, even if you’re not a British Gas customer.

These grants can help if you’re in energy debt, but normally require some information about your finances and, in some cases, evidence that you’ve had independent debt advice.

2. Help to improve home energy efficiency:
Through partners such as Next Energy Solutions, there may be access to government-backed schemes that can help with:

– Insulation (cavity wall, loft, floor)
– High-efficiency boiler replacements
– Solar PV installations
– Home energy efficiency assessments

These upgrades can improve your home’s energy efficiency, reduce heating costs and support longer-term fuel savings, especially if you use LPG, oil or off-grid heating.