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Additional Support

Additional support

The services we provide are for everyone. Our approach aims to reach as many people as possible in a way that is suitable for them.

To deliver our purpose we need to build and maintain trust with our stakeholders by doing the right thing to better connect with them. 

We know: 

  • Stakeholders will trust us more if we are more representative of them
  • Stakeholders will connect with us if we are able to understand their circumstances by identifying and responding to any Additional Support needs they have

Our understanding of Additional Support is based on individual circumstances, characteristics and/or situations. It can take many forms, it can be multifaceted, continually developing and can be temporary or permanent.

Our priorities on Additional Support are to:

  • Increasing our confidence to support consumers
  • Developing what we do to improve consumer experience
  • Reach people from different communities 
  • Make a difference in the communities we serve

We're doing this by:

  • Reaching people from different communities as an employer and service provider
  • Access and support for all stakeholders experiencing challenging circumstances
  • Understanding consumers and flexing to their circumstances
  • Delivering change in collaboration with our wider stakeholder

Energy Ombudsman is committed to making sure that people needing additional support aren’t disadvantaged in accessing our services. Our Reasonable Adjustments guide explains our approach.

If we can't help

We understand that everyone has unique circumstances, sometimes people need specialist support that we can’t offer here at the Energy Ombudsman. 

We have put together a list of specialist organizations that we have identified to be the most help for you, this is based on what customers have talked to us about around their additional support needs or circumstances. These services are free for you to access and offer direct support and advice.

This also includes other organizations that can provide support to you if you are struggling with your energy bill or advice on how to work with your supplier. 

Energy sector based support

Organisation and description

Website / Telephone

EXTRA Help Unit (part of Citizens Advice) - raises complaints with energy suppliers on behalf of people who are at risk of disconnection or consider to have complex additional support needs (personal circumstances).

Energy Advice Scotland - If you need support with your energy and you live in Scotland. Energy Advice Scotland can provide you 1:1 direct support

- 0808 196 8660

National Energy Action - Working to ensure that everyone in England, Wales and Northern Ireland is warm and safe at home, provide advice and support when you are struggling.

- 0800 304 7159

General support and financial difficulties

Organisation and description


Citizens Advice consumer service - Specialising in confidential information and advice to assist people with legal, debt, consumer, housing and other problems in the United Kingdom. They have local offices in towns across the country.

- 0800 144 8848 (England)
- 0800 702 2020 (Wales)
- 0800 028 1456 (Scotland)

Fuel Bank Foundation - To support you when you are struggling to pay your energy bill with financial support and practical advice.

Step Change Debt Charity - Free expert debt advice and free debt management to help tackle your debts and provide 1:1 support.

- 0800 138 1111

Money Advice Trust - Offer free and independent advice through telephone and online advice services to support you with your money worries.

- 0808 808 4000

Shelter - They offer lots of advice and support around housing, and legal services to anyone at risk of eviction, repossession or homelessness.

- 0808 800 4444

Crisis - A UK national charity for people experiencing homelessness. The charity offers year-round education, employment, housing and well-being services. 

- 08000 384838 (England)
- 08000 495 459 (Wales)
- 0808 800 4444 (Scotland)

(Online Chat also available)

Christians against poverty - If you’re looking for help to get out of debt, find a job or gain vital life skills, Christians Against Poverty provides a range of free professional services across the UK through local churches.

Mental health, relationships, illnesses and bereavement support

Organisation and descriptionWebsite
Hub of Hope – Mental Health national database of organisations and charities from across the UK who offer advice and support. Once you add your post code and the support you are looking for, it will show a variety of organisations local to you, which you can contact directly or face-to-face.
National Suicide Prevention - Help anyone who may be struggling with their mental health and/or thoughts of suicide. They offer a non-judgmental listening ear to help people in what could be their darkest hour.
Samaritans - Provide emotional support to anyone in emotional distress, struggling to cope, or at risk of suicide throughout Great Britain and Ireland.

- 116 123 or National Suicide Prevention Helpline UK on 0800 689 5652.

Mind - Provide support and information on a range of topics and will support you on where to get help, medication and alternative treatments.

- 0300 123 3393

Gingerbread - They provide support and advice whether you’re experiencing separation or bereavement, sorting out work or arranging childcare.

- 0808 802 0925

Macmillan - They provide specialist healthcare, information and financial support to people affected by cancer.

- 0808 808 00 00

Cruse Bereavement Support - are the largest bereavement charity, which provide free care and bereavement counselling to people suffering from grief.

- 0808 808 1677

Alzheimers UK - Care and research charity for people with dementia and their carers.

- 0333 150 3456

Age UK - is the leading charity for older people. They have an advice line and local advice covering many subjects including money worries and health and wellbeing.

- 0800 678 1602

Crime and discrimination

Organisation and descriptionWebsite

Victim Support - Provides specialist practical and emotional support to victims and witnesses of crime.

- 0808 1689 111

Refuge - exist to support women who have experienced domestic abuse. Their expert staff work closely and confidentially with each individual to develop the right support plan.
The following links provide useful information where you feel you have been discriminated against;

- (discrimination)

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