Bill debt soars but many don't know help is available

7 hours agoShareSaveAdd as preferred on Google Kevin PeacheyCost of living correspondent Billions of pounds are owed to water, broadband, and energy companies by customers - the majority of whom are unaware that support is available. More than £7bn in bills and charges was owed , the UK's spending watchdog said, but estimates suggest that total has grown since. One pensioner told the BBC the credit on her energy meter often ran out three or four days before she received her pension, but she said her energy supplier had been helpful after she let them know she was struggling. Most people did not know repayment plans and cheaper social tariffs were available to those in debt, the National Audit Office (NAO) said. Only a third of eligible broadband customers and 39% of water customers who were struggling to pay their bills were aware of social tariffs, the NAO added. These are generally discounted packages on essential bills, such as water, energy and broadband, often available to people on benefits or who are struggling to pay. They can vary between suppliers. The watchdog said household energy debt had jumped following Russia's invasion of Ukraine, rising by 118% since 2021. It said regulators could still improve how they identified vulnerable customers and promoted the support available. Linda, aged 70, said she was embarrassed enough about her debts – amounting to hundreds of pounds – to want to remain anonymous. "I could afford my bills before, but I'm really struggling now. I've never been in debt before," she told the BBC. "I'm repaying in instalments, but the debt is not going down." She relied on a state pension and said it never stretched far enough to cover her utility bills. The NAO report said that awareness of the Priority Services Register remained low. The UK-wide project helps utility companies identify and support customers who have extra communication, access or safety needs – such as during a power cut. Wider communications also needed to improve, according to Sir Geoffrey Clifton-Brown, who chairs the Commons Public Accounts Committee. "It remains too difficult for consumers to contact companies when things go wrong, financial support is poorly promoted, while basic billing errors are pushing households further into debt," he said. "While Ofgem, Ofcom and Ofwat have made some progress, they must now act with far greater urgency to ensure consumers get the standard of service they deserve." The regulators said helping vulnerable customers was a priority, reforms were kicking in, but there was more they could do.