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.

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.

We may be able to help if you are a micro business or small business consumer and have an energy-related problem.

Micro business consumers are businesses with:

• Fewer than 10 employees (or their full time equivalent) and an annual turnover or annual balance sheet not exceeding £2 million; or
• An annual consumption of electricity of not more than 100,000 kWh; or
• An annual consumption of gas of not more than 293,000 kWh.

Small business consumers are businesses with:

• Fewer than 50 employees (or their full time equivalent) AND an annual turnover of at most £6.5 million or a balance sheet total of £5 million; or
• An annual consumption of electricity of not more than 200,000 kWh; or
• An annual consumption of gas of not more than 500,000 kWh.

Your first step is to contact the Citizens Advice Consumer Service on 0808 223 1133 if you live in England or Wales. If you live in Scotland contact Advice Direct Scotland on 0808 196 8660.  

Monday 23 December 9am - 5pm

Tuesday 24 December 9am - 1pm

Wednesday 25 December Closed

Thursday 26 December Closed

Friday 27 December 9am - 5pm

Monday 30 December 9am - 5pm

Tuesday 31 December 9am - 1pm

Wednesday 1 January Closed

Thursday 2 January Closed

Friday 3 January 9am - 5pm