Nearly a third of people feel too ’embarrassed’ to seek support for their energy bills in the UK

A recent survey by the British Gas Energy Trust has revealed that 35% of people find it difficult to discuss their energy bills, 34% believe they do not qualify for assistance, and 28% are too embarrassed to seek support. These statistics highlight the significant impact of stigma and misinformation on individuals experiencing fuel poverty.

Fuel poverty extends beyond unaffordable energy bills. It is exacerbated by substandard housing conditions, poor health, and the stress associated with mounting debts. For some, the stigma and embarrassment prevent them from seeking help altogether, further deepening their hardship.

Currently, more than six million UK households are living in fuel poverty, with the energy price crisis contributing to the most substantial increase in poverty seen in over 30 years. The comforting image of families gathered in warm, well-heated homes for a shared meal this winter remains a distant and unattainable luxury for many. Nearly half (46%) of adults in Britain are now rationing their energy use –turning off heating, skipping hot meals, or cutting back in other essential areas to make ends meet.

• Dear pensioners worried about winter fuel payment cuts: You are not alone this winter
• Energy bills are still going up – Labour must rise to the challenge of protecting the poorest

The personal accounts from affected individuals are deeply moving. Many families are confined to living in a single room, sharing a bed to stay warm, unable to afford a hot shower or a cooked meal. One individual described hiding unopened energy bills behind the sofa out of sheer panic, only for their debt to escalate until bailiffs arrived at their door.

The individuals most severely impacted are those already marginalised: single parents, people with disabilities, carers, rural households, and the elderly. Minority communities and those without digital access face additional barriers, further increasing their isolation.

While these stories are distressing, they also underscore the hope and resilience that support can bring. Sharon, from Cardiff, spoke about how energy debt left her feeling hopeless. “You don’t think that you matter. You don’t think that anybody cares. You think there’s no way out,” she shared.

Thanks to Riverside Advice, a charity funded by the British Gas Energy Trust, Sharon found a way forward. “There is someone there that will help you,” she said.

Riverside Advice is one of the frontline organisations the trust funds, providing practical support such as debt relief grants, budgeting advice and benefits checks. These interventions make a significant difference, not just financially, but also by alleviating emotional stress and restoring people’s dignity.

Despite considerable progress, the demand for assistance continues to exceed available resources. Barbara Kerridge, chief executive of Riverside Advice, noted an increased demand for their services as more individuals face the harsh realities of fuel poverty. Funding cuts and rising costs are making it increasingly challenging for frontline charities to meet this growing need.

At the British Gas Energy Trust, we advocate for a more effective, community-led approach. By collaborating with trusted local organisations, we offer immediate support such as energy vouchers, white goods, and grants to clear debt, alongside practical, long-term advice. Additionally, the trust is running the British Gas Post Office Pop-Up initiative again.

Now in its third year, this outreach programme has made a profound impact, assisting thousands of individuals in financial hardship. Designed to help those who may be unaware of available resources or who face digital exclusion, these drop-in sessions do not require appointments and target some of the country’s most deprived areas.

We’re very aware that big changes are required to eradicate fuel poverty. We marked 20 years of the Trust this year by travelling Britain, talking to over 110 frontline organisations to gather insights to inform recommendations in our new report: Toward an end to fuel poverty in Britain.

We launched this at an event in November at Westminster, attended by non-profit and utilities sector representatives, as well as the minister for energy consumers, Miatta Fahnbulleh. For the organisations who contributed so much to our roundtables, and the millions who are not able to warm their homes, we will be advocating for changes in 2025 that work to eradicate the crisis of fuel poverty.

We want anyone struggling with financial worries this winter to know they are not alone. We encourage individuals to get in touch with us or a local money and energy advice project. Full details can be found on our website, and information about grants available can be found here.

Jessica Taplin is CEO of the British Gas Energy Trust.Big Issue Changing Lives CIC has received funding from the trust to deliver vital support to local communities over the next two years.

Do you have a story to tell or opinions to share about this? Get in touch and tell us more. This Christmas, you can make a lasting change on a vendor’s life. Buy a magazine from your local vendor in the street every week. If you can’t reach them, buy a Vendor Support Kit.