FAQs

FAQs

What can the EHU help me with?

The Extra Help Unit raises complaints with energy suppliers on behalf of individuals and micro-businesses across Great Britain who may be considered vulnerable. When you’re referred to us, you’ll be assigned a dedicated caseworker who will act on your behalf until your case is resolved.

Where can I find your phone number?

The Extra Help Unit (EHU) does not have a public phone number. If you have an energy-related issue and you live in England or Wales your first step is to contact Citizens Advice Consumer Service on 0808 223 1133. They will refer you to us if you need our help. If you live in Scotland your first step is to contact Advice Direct Scotland on 0808 196 8660. They will refer you to us if you need our help.

Can I make an appointment to speak to someone face to face?

No we do not offer face to face appointments. All communication will be by telephone, email or letter.

What do I do if my energy supply gets cut off?

If communication has broken down with your energy supplier and you live in England or Wales contact Citizens Advice Consumer Service on 0808 223 1133. They will refer you to the EHU if you need our help. If you live in Scotland contact Advice Direct Scotland on 0808 196 8660. The will refer you to the EHU if you need our help.

I run a micro business – can the Extra Help Unit help me?

We can help you if you have an energy-related problem, are in a vulnerable situation and your business:

  •  Has less than 10 full time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year or
  • Uses less than 293,000 kWh of gas per annum or
  • Uses less than 100,000 kWh of electricity per annum

Your first step is to contact the Citizens Advice Consumer Service on 0808 223 1133.

I already have a case with the Extra Help Unit, how can I get in contact with my Caseworker?

You should have received an acknowledgement letter or email with your caseworker’s contact details. If you have misplaced these details and you live in England or Wales please phone Citizens Advice Consumer Service on 0808 223 1133. If you live in Scotland please phone Advice Direct Scotland on 0808 196 8660. 

Is the Extra Help Unit service being affected by the current energy and cost of living crisis?

Our service is experiencing a significant increase in demand due to the current energy and cost of living crisis. As a result, if you have an open case with the Extra Help Unit you may experience some delays receiving updates. It is also taking a bit longer than normal to progress new referrals received into the Extra Help Unit. We continue to work to progress all cases as quickly as possible and prioritise urgent cases that might leave a person without an electricity or gas supply.