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 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.

*Please note that from 1 April 2021 first tier energy advice in Scotland will be delivered by Advice Direct Scotland on 0808 196 8660. Consumers in Scotland who phone Citizens Advice Consumer Service seeking energy advice after 1 April 2021 will be redirected to Advice Direct Scotland using an automated service.

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.

*Please note that from 1 April 2021 first tier energy advice in Scotland will be delivered by Advice Direct Scotland on 0808 196 8660. Consumers in Scotland who phone Citizens Advice Consumer Service seeking energy advice after 1 April 2021 will be redirected to Advice Direct Scotland using an automated service.

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.

*Please note that from 1 April 2021 first tier energy advice in Scotland will be delivered by Advice Direct Scotland on 0808 196 8660. Consumers in Scotland who phone Citizens Advice Consumer Service seeking energy advice after 1 April 2021 will be redirected to Advice Direct Scotland using an automated service.

Is the Extra Help Unit service being affected by the Coronavirus pandemic?

Although our service has continued to operate during the Coronavirus pandemic, we have experienced a significant increase in demand. As a result, you may currently experience some delays in receiving updates. We continue to work to progress all cases as quickly as possible and will prioritise urgent cases that might leave a person without an electricity or gas supply.