Customers eligible for help with utility bills not informed
Spending watchdog reveals shocking utility debt figure
The National Audit Office (NAO) published a report today (10 June 2026) revealing that consumer debt to water, energy and broadband companies is more than £7 billion and that millions of utility customers are missing out on support for essential bills. Regulating water, energy and broadband to protect consumers in vulnerable circumstances
The Tik Tok video outlines the finding and help available
@thecomplainingcow Millions of people are struggling with water, energy and broadband bills, yet many don’t realise financial help may already be available. Social tariffs, hardship funds, grants, repayment plans and discounts could make a huge difference. Don’t miss out simply because nobody told you. Share to help others Have you ever successfully applied for a social tariff or hardship scheme? #CostOfLiving #MoneySaving#EnergyBills#Broadband#WaterBill
The NAO reports that just a third of eligible broadband and 39% of water customers who are struggling to pay their bills are aware of social tariffs. Vulnerable consumers and those on low incomes could be missing out on valuable financial support.
The spending watchdog calls for regulators to make changes to keep up with vulnerable customers’ needs. It recommends:
“Improve access to support — to make it easier for people to contact providers through a range of accessible channels that meet the diversity of consumer needs.
Increase awareness of available help such as social tariffs, repayment plans and other support schemes, so eligible consumers are clearly signposted and not missing out.
Tackle industry drivers of rising debt — including addressing industry practices such as inaccurate billing, delays when people move home and barriers that prevent consumers from switching tariffs. The NAO found that industry practices account for an estimated 35% of customer energy debt.
Strengthen support for consumers in vulnerable circumstances — promoting services that are designed around need, improving how consumers are identified and supported, and making better use of data and data-sharing across sectors.”
The NAO’s role is to scrutinize public spending and report its findings to Parliament. It can make recommendations to government departments, regulators, and other public bodies but it cannot compel them to implement those recommendations. So, there is no reason to expect changes any time soon!
See Available financial support for water customers
