If you’re in debt, please contact us through web chat (Mon-Fri 8am-6pm, Sat 9am-1pm).

We’ll work with you to agree on how much you can afford to repay, how often you can make repayments and give you an idea of how long it’ll take to clear your debt.

If your circumstances change and you can no longer afford the repayment plan, please let us know and we’ll see how we can help.

We currently offer the following two repayment methods:

- Loading the debt to your meter. This is our most popular repayment method as it means that you top-up as normal and a bit of your top-up goes towards paying off your debt.

- Pay over the phone, or via a bank transfer or by cash with a paying-in slip at your bank.

Adding debt to your meter

We'll usually load the debt to your meter unless you tell us you’d like to pay a different way. We’ll set a rate that we think you can afford to pay, based on what you’ve already told us about you and your home.

Once the payment plan is agreed, we’ll simply take that amount from the credit on your meter. So your meter balance will drop by:

• The amount of energy you’ve used.
• Our daily standing charge.
• The agreed debt repayment.

And it’ll go up by the amount you top-up. If you choose this option, it’s important to make sure your meter has enough credit on it to cover standing charges and debt repayments, even while you’re away and not using energy.

Otherwise, you might come back to find your credit has run out and your supply has disconnected.

I’ve forgotten how much I’m paying, how can I find out?

If you have smart meters, you can check on your meter or your IHD

For Traditional PAYG, you need to check on the meter that has the debt:

For your electricity meter, press any button and scroll through the screens until you get to screen “F” (or screen 4). It’ll show you the standing charge and debt amounts your meter is taking each week.

For your gas meter, put your top-up card into the meter and press the red “A” button until you get to screen 25 to see the minimum amount we’d take each week. Screen 26 shows you the maximum amount we’ll take, and screen 27 shows you how much debt there’s left to pay.

What happens if my energy is disconnected for a while and then reconnected?

We don’t take any standing charges or debt repayments while your energy is disconnected, or while you’re using emergency credit. So those charges will come off as a lump sum when you next top up.

For Smart PAYG Standard, you’ll need to be in credit for your energy to reconnect. That means your top-up needs to cover your standing charges, debt repayments and any emergency credit you’ve used to get back on supply – so make sure you check your balance first.

For traditional PAYG, there’s no minimum credit amount. You just need to top up enough to repay any emergency credit used, plus standing charges and debt repayments that weren’t paid while you were off supply.

Where can I get independent advice about debt or money worries?

You can check out our guide on the help that may be available from both Boost and other independent organisations.

For free, impartial advice and help understanding your rights, contact Citizens Advice. If you live in England or Wales, go to citizensadvice.org.uk/energy or call 0808 223 1133, Monday to Friday, 9am to 5pm. Relay UK: 18001 followed by 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660, Monday to Friday, 9am to 5pm. Relay UK: 18001 followed by 0808 196 8660. Calls are free.