Need extra support? We’re here to help

Whether you're with us for energy, broadband or phone, there may be times you need a helping hand. If you're struggling to pay your bill or top up your meter, or need specialist services, we're here to help.

We’re committed to giving our customers extra support when they most need it, and this guide will help you explore the options available to you.

If you’re an energy customer with a prepayment meter, please visit our prepayment help pages. If you pay monthly energy bills, or are a phone or broadband customer, you can find the information you need in the sections below.

Let’s talk

It might be the last thing you feel like doing right now. But if you’re struggling to pay your bill, the most important step you can take is to get in touch with a friendly member of our energy or phone and broadband teams. We can spot the right ways to support you when we understand more about your circumstances. These could include who’s living in your household; any changes to your financial situation; any benefits you’re claiming; if you’re of pensionable age; or if you have a disability or long-term illness.

Finding ways to help

Once we know why you’re struggling to pay your bill, we’ll suggest ways to help manage things. This could mean temporarily changing how you pay; arranging repayments from benefits; or referring you to specialist agencies for more support. If you’re struggling with an energy bill we can also help you find ways to reduce energy use around your home.

Shell Energy support fund

We’ve set up a £5 million fund to alleviate some of the financial hardship and account debt for energy and broadband customers who need it most. If you’re struggling with your energy or broadband bills, our dedicated team will talk you through the ways we can support you.

Government help with your energy bills

The UK Government has announced ways it can help you with your energy costs. If your home is in council-tax band
A-D, you should have already received a £150 rebate.
We'll also add a £400 credit to your electricity bill from October as part of these measures - you won't need to repay this. Read more about Government measures.  

Support with debt

Debt can affect our mental health as well as our financial wellbeing, but help is out there. We can book you an appointment with StepChange, a non-profit organisation that helps people manage debts of all kinds.

Alternative formats

If you need to get bills or other information from us in alternative formats - such as braille, large print or using different colours - we’ll help wherever we can. Just get in touch and let us know what you need.

Someone to act on your behalf

You can choose someone else to deal with your energy or broadband account on your behalf. This could be a carer, a family member or a third party such as Citizens Advice. Here’s how to organise this.

More ways we can help energy customers

Learn more about extra support available to Shell Energy customers, either directly from us or with the specialist organisations we work with.

Giving you priority

Our Priority Service Register for energy customers lets us know if you or someone in your household needs extra support. It might be that you have a disability, a mental-health condition, or young children in your household. If this applies to you or someone you’re looking after, energy customers can learn more and register online; phone and broadband customers should call 0330 094 5801 to do the same. 

Energy-saving advice

When it comes to saving energy, even the smallest changes can add up to a bigger difference. We’ve compiled a room-by-room list of ideas that could help reduce energy waste, and recommend the Energy Saving Trust’s advice, too. 


We work closely with this organisation, which runs schemes for energy customers in a variety of challenging circumstances - helping them to reduce bills, stay warm and find help that’s available locally. 

Revisit this page later in 2022 to learn more about ECO4 - the new Government scheme to improve the energy efficiency of Britain’s homes - where we’re working to install energy-efficient boilers for people who need them most. Before then, you can explore their list of other schemes.

Warm Home Discount

If you’re on a low income and claim certain means-tested benefits, you could qualify for £140 towards winter energy bills, credited directly to your energy account. The window for the 2021/2022 discounts is now closed, but it’s worth checking here, later on in 2022 for next winter’s scheme. 

Smart meters

With so much happening in a modern home, it’s often hard to see where energy is being put to work. Installed at no extra cost to you, a smart meter will give you greater control over energy use by tracking it hour by hour. You can even request an accessible model with larger buttons, a brighter display and text-to-speech function, if that would help you. Learn more and book an appointment.

Prepayment meters

If you’re finding monthly bills difficult to manage, ask us if switching to a prepayment meter would work for you. It’s like a mobile phone ‘pay-as-you-go’ plan, but for your energy. Need a little extra in a hurry? You can use ‘friendly credit’ to keep your supply going. Get more details.

Government support schemes for energy customers

The Government offers a variety of schemes to support people on means-tested benefits with their energy bills. If that’s you, it’s worth finding out if you qualify for any of these:

Fuel Direct

People struggling with debt on essential services - including energy, water or rent - can choose to make payments directly from their benefits. Contact JobCentre Plus for more details, or the Pension Service if you’re a state pensioner.

Winter Fuel Payments

This is an automatic payment of between £100 and £300 made each November or December to help towards energy bills. If you think you might qualify but you haven’t received it, you can learn more and make a claim. The cut-off date is 31 March each year.

Cold Weather Payments

When the weather gets very cold, the Government automatically issues £25 payments to people on certain benefits, towards their energy bills. For this to happen, temperatures must be zero degrees celsius for seven days in a row. Check if a payment is due for your area.

More ways we can help phone and broadband customers

Here’s how we support Shell Broadband customers with their service, connection, bills, and more. You can find a copy of our customer vulnerability policy here.

Sharing your situation

We can record any requirements for extra support. This could be a disability, a mental-health condition, or young children in your household.  If this applies to you or someone you’re looking after, get in touch and share your details.

Priority fault repair

If you or someone in your household relies on a landline or broadband for health or mobility reasons, you can register for our free Priority Fault Repair service. This lets us prioritise the people who need us most if they report a fault. Here’s how to apply.

Text relay and 999 BSL

If you’re speech-impaired, deaf or have impaired hearing, our text relay service can help you get the most from your phone line. It connects your textphone to any other telephone or textphone on the UK network, via a translator. British Sign Language (BSL) users can contact the emergency services (police, ambulance, fire or coastguard) using BSL 999. This free service is an extra way of contacting 999 - you can still use voice, text relay, or SMS. Learn more about 999 BSL or download the 999 BSL app.

Greater control of your phone line

Whether it’s expensive outgoing calls or unwanted ones coming in, we can help. You can set up blocks on your phone for a range of numbers, such as international, mobile or premium rate. All you need is your PIN code and these instructions. We can also help you deal with malicious or nuisance calls.

Need to know more?

If there’s something we haven’t covered here, or you want to learn more about how your energy or broadband bill works, you can explore further help and support for your household.

Useful contacts for energy and broadband customers:

For help with bills and debt

StepChange (or call 0800 138 1111)

Citizens Advice EnergyBroadband (or call 0808 223 1133)

National Debtline (or 0808 223 4188)

For energy-saving advice

Energy Saving Trust

For government help

JobCentre Plus

The Pension Service