Energy Advice

Information and advice to help you save money on gas and electricity costs including help with energy debt, help with appliances and top tips for energy saving.

Our specialist advisors offer a wide range of advice and assistance to help you fully understand your energy issues and become more energy efficient. Anyone can access our service, regardless of your heating system or meter type and all advice is confidential and free of charge.

If you are struggling to afford your gas or electricity, support may be available. Ofgem provides information about the help energy suppliers should offer customers who are experiencing payment difficulties. This handy guide from OFGEM (opens new window) could help to answer any energy related questions you may have.

What we do

Help to understand your energy bills, meter readings and charges
Advice on tariffs, payment methods and energy costs
Help to resolve billing, meter and supplier problems
Support with energy debt and affordable repayment options
Advice on grants, hardship funds and other financial assistance

Financial Support with Energy Costs

A number of organisations may be able to offer financial support if you are struggling with energy costs. Eligibility and the type of help available will depend on your individual circumstances. These include:

Support Fund	What is Available	How to Access
Fuelbank Foundation top up voucher	Vouchers for pre-payment meter customers with a low income.	Contact the Advice Shop online for a referral
Scottish Welfare Fund	If you are aged 16 or over and have a low income, or have no access to your money, you may be able to apply for a Crisis Grant. Crisis Grants can help with essential costs in an emergency or crisis, including heating costs.	Find out more and how to apply here
Royal British Legion grants	The Royal British Legion provides financial support to eligible serving and ex-serving members of the Armed Forces and their families who are experiencing financial difficulty. Support may be available towards essential living costs depending on individual circumstances and eligibility.	Find out more about grants and how to apply here (opens new window)

Gas and Electricity Debt

If you are struggling to pay for your energy or have fallen behind with payments, your supplier may offer additional support. This can include hardship funds, grants, affordable repayment arrangements or other assistance. Eligibility and the support available varies between suppliers.

Check the table below to see if your supplier has a scheme that you could access:

Supplier Fund	How to Access
British Gas Energy Trust *also open to non-customers The British Gas Energy Trust provides grants to help people who are struggling with energy debt. Support may be available to customers of British Gas and other energy suppliers, subject to the eligibility criteria of the fund available at the time.	Apply online via the online application form (opens new window)
EDF Energy Customer Support Fund The EDF Customer Support Fund provides grants and support to vulnerable EDF customers who are struggling with energy debt. Customers must receive independent debt advice before applying.	Apply through the EDF Customer Support Fund (opens new window)
E.on Next Energy Fund The E.ON Next Energy Fund provides support to eligible E.ON Next and Sainsbury's Energy customers experiencing financial hardship. Support can include grants towards energy debt and, in some circumstances, replacement household appliances.	Apply through the E.ON Next Energy Fund Application (opens new window)
Octopus Energy - Octo Assist Octo Assist provides support to Octopus Energy customers who are struggling with their energy costs. Depending on individual circumstances, support can include financial assistance and help with managing energy bills and payments.	Apply through the Octopus Assist (opens new window)
OVO Extra Support OVO Extra Support provides help to OVO customers who are struggling to manage or pay for their energy. Depending on individual circumstances, support can include direct financial support towards energy bills or existing energy debt, payment support and debt and benefits advice.	Apply through the OVO Extra Support (opens new window)
Scottish Power Hardship Fund The ScottishPower Hardship Fund may be able to help eligible ScottishPower customers on a low income who are struggling to pay their energy bills. The fund can help by clearing or reducing arrears on a ScottishPower energy account.	Apply through the Scottish Power Hardship Fund web form (opens new window)
UW Hardship Fund The UW Hardship Fund provides support to Utility Warehouse customers who are struggling with their bills. Support can include budgeting and debt advice, a benefit entitlement review, energy efficiency advice and financial assistance.	Apply through the Utility Warehouse Support (opens new window)

Billing and Tariffs

Energy bills can be confusing and difficult to understand. There are several ways the Advice Shop can help:

We can explain how to read bills and what meter readings mean
Our advisors can offer help to better understand energy tariffs and standing charges
Where necessary, we can negotiate with your supplier on your behalf to help you to resolve any issues with your bill

Things to check on your energy bill

Check your meter readings

Look at the meter readings shown on your bill and check whether they are actual or estimated readings.

If your bill is based on an estimated reading, take an up-to-date meter reading and submit it to your supplier. If you don't have a smart meter that is sending readings automatically, providing regular meter readings can help keep your bills accurate.

If you have a smart meter but your bills continue to show estimated readings, your supplier may not be receiving readings automatically. You may need to provide readings manually until the problem is resolved.

Check the meter details

Your bill should show the serial number of the meter being used to calculate your charges. You can compare this with the serial number printed on your gas or electricity meter.

If they don't match, contact your supplier as you may be being billed against the wrong meter.

Check your unit rate and standing charge

Your unit rate is the amount you pay for each unit (kWh) of gas or electricity you use.

The standing charge is a daily charge which you normally pay regardless of how much energy you use.

You can find both on your bill or tariff information.

Check whether your tariff is fixed or variable

A fixed tariff normally fixes your unit rates and standing charges for an agreed period.

On a standard variable tariff, prices can change. Ofgem's energy price cap limits the unit rates and standing charges that can be charged on applicable tariffs - it does not put a limit on your total bill. Your total cost will still depend on how much energy you use.

If your Direct Debit changes

Your supplier may change your Direct Debit if it believes your current payments will not cover your expected energy use or if there is a debit or credit balance on your account.

If you don't understand why your payment has changed, ask your supplier to explain how it has calculated the new amount and what meter readings and estimated annual usage it has used.

Check your account balance

Your bill should tell you whether your account is in credit or debit.

Being in credit means you have paid more to your supplier than the amount currently charged to your account. Being in debit means you currently owe your supplier money.

Energy use is normally higher during the winter, so some credit built up during warmer months may be intended to help cover higher winter bills.

If you receive an unexpectedly high bill

If your bill is much higher than expected:

check whether the readings are actual or estimated
compare the readings on the bill with your meters
check that the meter serial numbers are correct
check whether your unit rates or standing charges have changed
check the period you are being charged for
contact your supplier if you cannot explain the difference.

If you don't understand your bill, think you may have been charged incorrectly or are struggling to afford your payments, the Advice Shop can help. We can check your bills and meter readings, help you understand your tariff and charges, and contact your energy supplier on your behalf where appropriate

Saving Energy at Home

To speak to an energy advisor you can contact the Advice Shop by telephone on 01506 283000 (select option 4). You can also get in touch by email at energy.advice@westlothian.gov.uk (opens new window)

Alternatively, if you would like an advisor to contact you, please fill in our online referral form

Energy saving tips

Making small changes to how you use energy at home can help reduce energy use and keep bills as low as possible. The amount you can save will depend on your home, heating system, appliances and how you use them. If you are struggling to afford your gas or electricity, reducing your energy use may not be enough. Our Energy Advice team can provide advice and support with energy costs, bills and debt.

Help with appliances

Some energy suppliers and organisations have additional resources to help customers who are struggling to afford essential appliances. This page offers information and guidance about how and where to apply for help with appliances.

Dampness in Homes

Dampness can occur in many homes and may result from structural faults, inadequate heating or insulation, poor ventilation, or how the home is used. It can lead to mould growth, which may worsen breathing problems.

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Energy Advice

Financial Support with Energy Costs

Gas and Electricity Debt