Money Matters: Bill debt is rising – and too many people still don’t know help is out there
More needs to be done to help make the millions of households struggling with debt aware of the support available to them as debt to energy and water companies rises to more than £7 billion.
That is the view of Housing Plus Group’s financial inclusion manager Deb Morrison, who, in this week’s Money Matters column, looks at the findings of a new report published by the spending watchdog, the National Audit Office (NAO).
The report highlighted the fact that millions of households are missing out on vital support for essential bills.
That is a real concern – and unfortunately, the reality. Our team see this issue day-in, day-out, with people often surprised to learn that the support exists, and unsure where to even start in looking for it
The NAO said that around 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 tariffs are discounted packages on essential bills, often available to people on benefits or who are struggling with their payments.
The watchdog said household energy debt had risen by 118% since 2021, following Russia's invasion of Ukraine.
Both providers and regulators must do more to support consumers, particularly those in vulnerable circumstances, to ensure they are aware of the help that is out there and get to the root cause to combat the drivers of increasing debt.
As well as social tariffs, many providers offer support such as affordable repayment plans and additional help for those struggling financially but the report found that awareness of these schemes remains low, meaning those who need it most are missing out.
When people are stressed about their finances, the last thing most want to do is spend time searching and trying to understand, sometimes, complicated information.
The help does exist but it's just about knowing where to find it.
Whether you're worried about energy costs, your water bills or broadband charges, it's always worth speaking to your provider and asking what support schemes they offer.
I would encourage anyone who is anxious about bills not to wait until things feel overwhelming.
Asking for help can feel difficult, and many people worry that they will be judged or that nothing can be done but that really isn't the case. Reaching out early usually opens up more options and can prevent the problem building up.
If you’re struggling to keep up with your household bills, in the first instance get in touch with your providers.
Free, confidential money advice is also available through a number of organisations including Citizens Advice, the Money Advice Trust and the Money Helper service.
Housing Plus Group customers can also get in touch with our Money Matters team to help you understand the support that’s out there.
11th June 2026