Rochdale News | News Headlines | Ask Citizens Advice: What can I do if I can’t top up my prepayment meter?

Date published: 07 August 2022


Citizens Advice Rochdale is a local charity that provides free, independent, impartial, confidential advice to people in Rochdale.

The Citizens Advice brand is steeped in over 80 years of history and is one of the most recognized brands in the country, supporting millions of people each year across England and Wales.

Each month, we share advice around a key issue that we’re seeing across Rochdale.


Young woman housewife preparing dinner, hold in hands big steel saucepan,

The cost of energy and food is so high now. With the kids home from school for the summer, I’m having to pay more for lunches and snacks. I’m worried about how I’ll put food on the table. I’m on a prepayment meter and I’m really scared we’re going to be left without any gas or electric if I can’t top up. What can I do?

First of all, I’m really sorry to hear how tough things have been for you. You’re doing the right thing in reaching out for support and there are things you can get help with.

As a prepayment meter customer, your energy supplier will be able to give you temporary credit if you can’t afford to top up your meter. They might add this to your meter automatically, but if they don’t, you can call them and ask them to do this.

If you run out of temporary credit, speak to your supplier to explain your situation. They may give you extra temporary credit if you’re struggling with living costs. There are other reasons why they might give you extra credit too, including if you’re disabled, have a long-term health condition, or you have children under the age of 5. You’ll have to pay back anything extra you get, but you can agree how to do this in a way you can afford with your supplier.

As you say, the cost of living is really high but there is help available. If you pay council tax and you’re in bands AD, you should get a payment of £ 150 automatically. It could take until the end of September, but if you’ve not had it already you might need to make a claim. You can check how to do this on Rochdale Council’s website.

You might also be able to get a fuel voucher, which you can use to add credit to your meter. Your local Citizens Advice can help you with this.

There’s more government support coming from October, including a £ 400 payment to help you with your energy bills. If you have a prepayment meter, you’ll be given vouchers in the first week of each month from October, via SMS text, email or post. Make sure your energy company has your up-to-date details.

To help manage other costs, it’s also worth checking you’re getting all the benefits you’re entitled to. There are benefits calculators you can use online. On the Citizens Advice website, there’s advice on how to reduce living costs and information on other ways to increase your income.

The school holidays can be a really tough time and we know the food shop isn’t stretching as far. Contact Rochdale Council to find out what extra support you can get over the holidays. If you can’t afford to buy food, your local Citizens Advice can help you get a referral for a food bank.

We know this is an extremely worrying time and everyone’s situation is different. Don’t struggle alone. If you need further support, contact Citizens Advice Rochdale by freephone, WhatsApp or face to face.

www.casort.org

0808 278 7803

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