The Ofgem rules on disconnection
Under Ofgem rules, energy suppliers must follow a strict process before disconnecting. They must first offer a repayment plan tailored to your ability to pay, based on evidence of your circumstances.
If a plan is agreed, the supplier cannot proceed to disconnection. If you cannot afford any plan, they must consider vulnerability and hardship before escalating.
Disconnection is a last resort and is much rarer than it was 20 years ago — most cases resolve through prepayment meters, hardship funds, or payment plans.
The Winter Fuel moratorium
Between 1 October and 31 March each year, suppliers cannot disconnect households where anyone is under 16, over 65 (some rules extend to over 60), disabled, or has a long-term serious illness.
For other households, disconnection during winter months is possible but rare — Ofgem's guidance is against it wherever avoidable.
You can register on the Priority Services Register (see below) to make sure your supplier knows about relevant vulnerabilities.
Water disconnection is banned
Water companies in England and Wales cannot disconnect the water supply to domestic households, no matter how large the debt. This was set out in the Water Industry Act 1999.
Water debt is still recoverable through other means (court action, CCJ, involvement of debt collectors) but disconnection is not available to the water company.
This does not apply to commercial premises or standpipe use.
If you are threatened with disconnection
Contact your supplier immediately. Ask about hardship funds, discounted tariffs, and the Priority Services Register.
Contact Citizens Advice or StepChange for support in negotiating a plan.
If disconnection is imminent, an emergency Breathing Space application (through a regulated debt help specialist) creates 60 days of legal protection.