Additional support

Need some extra help? Whether you’re a resident in a vulnerable situation, experiencing financial difficulties or just need more support, we’re here to guide you through the help available.

Select a question.
Help & support
How can I add an authorised contact to my account?

If you’d like a carer, friend or relative to be named on your account for some added support, please complete our ‘Add an authorised contact’ webform. Once authorisation has been granted they will receive full access to your account.

Where can I get free independent advice?

If you need free independent advice about your finances, energy bills or benefits, there are a number of organisations that may be able to help. We recommend contacting any of the agencies below:

Website Telephone
StepChange Debt Charity stepchange.org 0800 138 1111
Citizens Advice Bureau citizensadvice.org.uk 0800 144 8848
Community Legal Advice communitylegaladvice.org.uk 0845 345 4345
National Debt Line nationaldebtline.org 0808 808 4000

Your local council may also be able to tell you what support is available in your area. You can find your local council by visiting gov.uk/find-local-council.

If you live in Scotland and are struggling to pay your energy bill or have an energy problem, Advice Direct Scotland may be able to help. They offer free independent advice on energy billing and supplier issues and can refer you to the Extra Help Unit at Citizens Advice Scotland if you need additional support to resolve an energy complaint.

Advice Direct Scotland
Website: energyadvice.scot
Telephone: 0808 196 8660
Opening hours: Monday to Friday, 9am to 5pm
Calls are free

For British Sign Language enquiries, visit contactscotland-bsl.org.

Citizens Advice Scotland
Website: cas.org.uk
Telephone: 0800 028 1456
Opening hours: Monday to Friday, 9am to 5pm
Calls are free

I have additional needs. What extra assistance can you provide for residents on your priority services register (PSR)?

If you are living with certain health difficulties, access needs, disability, or find yourself living in challenging circumstances, signing up to our Priority Services Register may be able to help you. We can offer additional services such as authorised contacts, ‘safe word’ protected appointments, and alternative communication formats.

You can register if you:

  • Are over 75 years old,
  • Have a disability, or rely on medical equipment in your home,
  • Have a long-term illness,
  • Suffer from a mental illness or disability,
  • Families with children aged 5 or under (less than 6 years old),
  • Visually or hearing impaired,
  • Are financially vulnerable or on a low income,
  • Have gone through a recent bereavement.

Please note you may be asked to provide proof of your vulnerability to be registered.

Click here to view our ‘Residents in vulnerable situations’ policy.

What financial support can Insite offer residents in vulnerable situations?

If you’re finding it difficult to keep up with your energy bills or would like advice on managing your account, please get in touch. We’re here to help you understand your account, manage your payments, and access support if you’re having difficulty.

You can also read our financial support and guidance help sheet. It gives a simple overview of:

  • What financial support you may be entitled to, including government benefits, cost-of-living payments, and schemes such as the Winter Fuel Payment.
  • Where to access free, independent financial advice from trusted organisations such as Citizens Advice, StepChange, and other support organisations across the UK.
  • Small changes that can help reduce your energy costs, along with links to trusted resources for saving energy at home.
  • How Insite Energy can support you directly, for example, by adjusting repayment rates (PAYG), increasing emergency credit (PAYG), setting up payment plans (credit billed), and liaising with your heat supplier if further help may be available.
What financial support is available to me from the government?

You may be eligible for a range of Government benefits, grants and cost-of-living support. This can include help with energy bills, one-off payments or other financial support depending on your circumstances.

You can check which benefits you might be entitled to by using the Government’s online benefits calculator at gov.uk/benefits-calculators or by contacting Citizens Advice on 0808 223 1133 (textphone users call 18001 – call charges may apply).

Examples of Government support include:

  • Winter Fuel Payments – If you were born before 22nd September 1956, you may receive £100–£300 to help with winter heating costs. Payments are usually made automatically to eligible people between November and December. Others may need to apply.
  • Cost-of-living support payments – The Government offers additional financial help at certain times of the year for those who qualify. Details are available at gov.uk/cost -of-living.
  • Other schemes and grants – A full list of available support for help with energy bills is published on Gov.uk. Please note that heat networks are not currently included in the Warm Home Discount Scheme, as this only applies to electricity accounts.

If you are in Scotland, additional support services are also available through Citizens Advice Scotland and Advice Direct Scotland.

How do I raise a complaint?

If you’re unhappy with the service you’ve received or something hasn’t gone as expected, please let us know so we can put it right.

You can raise a complaint by following our complaints policy, which outlines each step of the process, including how we’ll investigate and when you can expect a response.

If we’re unable to resolve your complaint within eight weeks, you’ll have the option to escalate your case to your heat supplier.

We aim to resolve all complaints quickly and fairly, keeping you informed throughout the process.