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.
Is there a charge for the service provided by the Extra Help Unit?
No, our service is free of charge.
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.
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 if you live in England or Wales. If you live in Scotland contact Advice Direct Scotland on 0808 196 8660.
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.
What are the opening hours for the Extra Help Unit over Christmas and New Year 24/25?
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
