Debt help and advice

It can feel difficult to ask for help with debt, but whatever your situation, there's support out there. You don't have to face things alone – there are lots of organisations that can help you get back in control.

When should I seek help for debt?

It could be time to get help with your debt if you're: 

• worried about money
• struggling to pay your household bills or paying them with credit
• relying on your overdraft or credit card to get by
• missing credit card repayments
• hiding your spending habits from your family
• avoiding letters and calls from your creditors (the people you owe money to).

If any of the above apply to you, it's important to get some advice.

What should I do if someone I know is having problems with debt?

If a family member or friend is having problems with debt, you might notice that they're:

• hiding post
• being unusually secretive about money and finances
• getting phone calls from unknown callers
• struggling to make ends meet
• avoiding activities they used to enjoy
• asking to borrow money.

It can be a difficult conversation to have, but if you’re concerned about a loved one, talk to them and encourage them to seek help. They’ll need to make the decision to get advice themselves – but having you there to support and listen to them could make a big difference.

Who can I contact for free debt help and advice?

Below, we've listed some organisations that offer help with debt. All of them are registered charities and offer free and confidential advice.

• Your local Age UK can direct you to organisations that can help. In Wales, contact Age Cymru Advice.
• Citizens Advice offers debt help and advice – face to face, or by telephone or email. 
• Advice UK can help you find free independent debt and money advice.
• Debt Advice Foundation provides support through a helpline (0800 043 40 50) and online.
• National Debtline provides advice over the phone (0808 808 4000), online and by email. They can send you a free self-help information pack.
• StepChange Debt Charity provides advice over the phone (0800 138 1111) or online through the Debt Remedy tool. They can create personal action plans and recommend solutions for dealing with debt.
• Shelter provides advice about housing and homelessness, including managing debt, paying rent or mortgage arrears, and dealing with possible eviction or repossession.

How can a debt adviser help me?

A debt adviser can help you come up with a budget and a plan to pay back your debts – or suggest other solutions if you can’t afford to pay them back. They can advise you on a range of options and support you to take any necessary action.

Let the adviser know if you're facing an emergency, such as an eviction. They may be able to give you a priority appointment or help you access immediate advice over the phone or online.

If any of your debts are Consumer Credit Act debts (such as a credit card or a loan with interest), you'll need an adviser who's registered with the Financial Conduct Authority (FCA). 

Appointments vary depending on which debt advice service you use. But it's likely that your adviser will:

• ask about your debts and your creditors
• ask questions about your circumstances – such as whether you own your home
• ask about your income and your outgoings
• carry out a benefits check to make sure you’re claiming all the money you’re entitled to.

When they understand your circumstances and budget, they’ll talk you through your options and help you identify what steps to take next.

How can I prepare for my debt advice appointment?

Once you have an appointment with a debt adviser, make a list of who you owe money to, and work out the total if you can.

When it’s time for your appointment, try to make sure you have the following things to hand:

• bank statements for the past 3 months
• benefit letters or other proof of income
• information on how old your debts are
• any letters or demands from your creditors
• a pen and paper to take notes.

It’s important to tell your debt adviser about all of your debts – even the ones you’re managing. You also need to let them know if:

• the debts belonged to a spouse, partner or civil partner who’s died
• the debts came from signing an agreement or loan document you didn’t properly understand.

What debts should I pay off first?

Make sure to keep paying your 'priority debts'. These are debts that have the most serious consequences if they're not paid. For example, if you don’t pay your mortgage, your home could be repossessed.

Priority debts include:

• mortgage
• second mortgage or secured loan
• rent
• Council Tax
• gas
• electricity
• TV licence
• Magistrates Court Fines
• hire purchase
• telephone

Non-priority bills can include water, catalogue debts, credit card debts, unsecured personal loans and money borrowed from friends and family. 

Make sure that you're open with your debt adviser about all your debts because they tthey can help you to prioritise them.

Can my energy be cut off if I can’t pay my gas or electricity bills?

If you don’t pay your gas or electricity bill within 28 days, your energy supply could be cut off. However, it can’t be cut off without notice and your gas or energy company must send you a warning letter.

If everyone in your home is over State Pension age, they can’t cut off your energy supply between 1 October and 31 March.

Also, if anyone in your home is over State Pension age, your supplier should take steps to avoid cutting off your energy supply over the winter months. 

If you’re having difficulty paying your gas or electricity bills, tell your supplier as soon as possible. You may be able to work out a payment plan or install a pre-payment meter.

What if I’m being pressured by creditors, bailiffs, or debt collectors?

Make sure you know your rights when dealing with creditors. If your creditors contact you while you’re waiting for your appointment, tell them that you’re seeking advice – they should give you breathing space. If they keep pressuring you, talk to your debt adviser about what to do.

It’s important to be aware of these rules:

• Creditors can’t call you at unreasonable times, take payments without your permission, or add unreasonable charges.
• In England and Wales, bailiffs (also called enforcement agents) from the County Court or the local council can’t turn up without notice and you don’t have to let them in. They must give at least seven days’ notice of their first visit. However, High Court enforcement officers don’t need to give this notice.
• Debt collectors can’t force entry to your house, take anything from it, or demand cash payments from you.
• Energy suppliers can’t disconnect you without notice.