Struggling to pay

We're here to support you every step of the way.

Don't hesitate to reach out to us for assistance. Below, you'll find links to valuable resources that can guide you through your options. Here are just a few examples of how we can lend a hand.

Extra Help

If you feel like you are struggling and would like additional information or assistance, we would encourage you to contact one of the organisations we provide below.

Prepayment Meters

Are you struggling to pay your monthly bill or worried about the increasing cost of energy?

Consider switching to a prepayment meter. Prepayment meters are a great way to manage your energy consumption This helps you avoid running up large energy bills and getting into debt with your supplier.

If you’re already in debt, it can also be a great way to pay back your balance over time. Urban Billing can install smart prepayment meters free of charge. You can top up your meters via our online portal.

If you have any questions, we're here to help Monday to Friday, from 9 am - 5 pm.

Call us on 0808 164 6428 or email us at hello@urbanbilling.co.uk

Fuel Direct

  • If you’re struggling to pay for your energy and you’re on certain benefits, you may be able to pay directly from your benefit payments instead. This arrangement is called Fuel Direct.

    If you are eligible, the Department for Work and Pensions will agree to an amount that will be taken from your benefit payments each month and paid directly to Urban Billing.

    Your monthly payment will then be put towards paying off your debt, as well as your ongoing energy use. But it is important to remember that you should only use this scheme if you have no other way to clear your energy debt.

  • You may be eligible for the Fuel Direct scheme if you are on certain benefits, including Universal Credit and Jobseeker’s Allowance.

  • We recommend you get in contact with us initially so we can discuss all of the payment options available. If Fuel Direct is the best option for you we will give you the relevant details. You will need to then apply directly to the Department for Work and Pensions for deductions from your benefits.

Payment Mode

We'll collaborate with you to create a personalised payment plan that aligns with your financial circumstances. Our payment plans are designed to spread out the expenses over time, making it easier for you to manage your bills. Feel free to reach out to our team to arrange a payment plan or fill out the form below, and one of our team members will be in touch shortly.

Urban Billing Payment Plan Request

We understand that paying large sums at this current moment in time may cause financial strain. This form allows you to request a payment plan that suits you and allows you to repay the debt in the most financially secure way for you. 

Your request will be reviewed and further information may be required before your request is approved.

Please contact us and confirm the plan you would like to set up.

For an extended payment plan over 12 months or if you are struggling to afford large sums each month then we may ask you to fill out an eligibility form that will allow us to use Account Score run by Equifax to assess your affordability. This new, consent based software allows specialised members of our team to review your bank account history. On review of your account summary we receive data on your disposable income and ability to pay. We can then work together to arrange a suitable repayment plan which is tailored to your circumstances. 

Please be aware that we may ask for proof of identity and proof of your current address. If required we will request this in our follow up to your request.

Please note that direct debits are monitored to ensure that payments are successfully made. If a plan is set up that becomes unsustainable in the future we are happy to amend the direct debit to cater for your needs. You will need to get in touch with us to request a change to the plan.

Please visit the TruEnergy Trust if you would like specific advice regarding your case. They may be able to offer assistance to eligible customers.

This can be reached by the following link - https://truenergytrust.co.uk/. The Trust will use industry knowledge and expertise to offer advice and support on topics such as reducing energy consumption and understanding your bill.

If you feel like you are struggling and would like additional information or assistance, we would encourage you to contact one of the organisations listed below.

National Debtline or call Monday to Friday from 9am to 8pm on 0808 808 4000.

Citizens Advice or for England call 0808 223 1133, for Wales call 0808 223 1144.

Money Advice Service or call 0800 138 7777.

StepChange Debt Charity or call 0800 138 1111.