FAQs

FAQs

Is the Extra Help Unit service being affected by the Coronavirus (COVID-19) outbreak?

The Extra Help Unit is still operating however, you may experience some delays with us contacting you about your case.

If you have an open case with us we would ask that where possible you contact us by email using complaints@ehu.org.uk

We apologise in advance for any inconvenience and ask for your understanding as we work hard to respond to the impact of the Coronavirus. 

I am from an advice agency and use the Extra Help Unit’s Ask the Adviser Service. Is this being affected by the Coronavirus (COVID-19) outbreak?

Our Ask the Adviser service is currently operating by email only. Advice agencies and Citizens Advice Bureaux advisers can contact Ask the Adviser using stakeholder@ehu.org.uk

We apologise in advance for any inconvenience and ask for your understanding as we work hard to respond to the impact of the Coronavirus. 

Where can I find advice regarding an energy supply problem during the Coronavirus (COVID-19) outbreak?

The Citizens Advice Consumer Service is continuing to operate during this time and can be contacted on freephone 0808 223 1133. Find out more on our page ‘How to get advice’ 

Ofgem, the Office of Gas and Electricity Markets, has also published advice for consumers on their web page ‘Coronavirus (Covid-19) and your energy supply’ 

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 your first step is to contact the Citizens Advice Consumer Service on 0808 223 1133. They will refer you to us if you need our help.

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

If communication has broken down with your energy supplier, contact the Citizens Advice Consumer Service on 0808 223 1133. They 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 been sent an acknowledgement letter with your caseworker’s details. If you have misplaced this letter please phone the Citizens Advice Consumer Service on 0808 223 1133.