Make sure residents on prepayment meters know what help they’re entitled to with energy bills

20 February 2023

Customers should have been receiving the £400 Energy Bills Support Scheme via monthly instalments since October 2022. Those on prepayment meters receive this support in the form of vouchers, but reports suggest that nearly a quarter of these energy vouchers still have not been redeemed. This is concerning since the vouchers are not valid after 90 days. 

It’s vital that residents on prepayment meters know what they are entitled to and how to use their vouchers.

Update (30 May 2023)

Customers on prepayment meters have until 30 June 2023 to redeem any outstanding vouchers. These customers are urged to claim the 2.4m outstanding vouchers ahead of this deadline to ensure they receive the support they are entitled to.

Key messages for residents:

  • The Energy Bill Support Scheme aims to cut everyone's energy bill by £400 over six months. The first reductions of £66 would be made in October and November followed by reductions of £67 every month between December and March 2023.
  • Residents with a traditional prepayment meter, which requires topping up using a key or card in a local shop or Post Office, should expect a voucher from their energy supplier to arrive by post, email or text.
  • For most suppliers, the voucher should arrive in the post by 17th of each month and is only valid for 90 days.
  • Make sure you go through your post in case you have missed the delivery of your voucher.
  • Consult GOV.UK for more information on the Energy Bill Support Scheme.

This page has been updated since it was originally published on 31 October 2022.

Who to speak to

Patrick Merton-Jones, External Affairs Manager