MILLIONS are unaware of available support with household bills as debt soars – with financial experts warning “the people who need it most, haven’t a clue it’s there”.
Many are missing out on support for essential bills, such as water, energy and broadband, as debt to water and energy companies climbs over £7 billion, according to a report by the National Audit Office (NAO) published today.
The report examined how Ofcom, Ofwat and Ofgem support consumers in vulnerable circumstances and whether people can access the help they need from providers of essential services.
The watchdog found there has been a marked increase in household energy debt, following Russia’s invasion of Ukraine, with energy debt more than double what it was in 2021, rising by 118%.
Gareth Davies, head of the NAO, said: “Regulators have made progress to support consumers, but they’re not keeping up with the pressure now facing millions of households.
“With debt rising sharply, it’s more important than ever to make regulation work so that people know what support is available and can contact essential providers when they need to.”
Most adults were never taught how to deal with real-life financial choices
Kate Underwood, Founder at Kate Underwood HR and Training, said many have no idea they can get help for bills.
She added: “£7 billion of debt. That’s not a line on a regulator’s spreadsheet, it’s millions of people lying awake doing maths they can’t win. As an HR professional, I see how money worries clock in every morning. Financial stress doesn’t stay at home; it shows up as broken sleep, lost focus and rising absence.
“Nobody does their best work while mentally rationing the heating. Here’s the kicker: the support exists, but the people who need it most haven’t a clue it’s there. Hiding help on page 47 of a website written by lawyers, behind a phone queue with hold music from 1998, isn’t support. It’s hide and seek.
“To employers, especially small businesses: you can’t fix the energy market, but you can signpost. Pop the schemes in the staff handbook, flag them in payday emails, train managers to spot the signs. Costs nothing, changes everything. Support is useless if it stays a secret.”
Samuel Mather-Holgate, Managing Director & IFA at Mather and Murray Financial, urged anyone in trouble to contact their suppliers.
He added: “This report exposes the grim gap between help existing on paper and help reaching the people who need it. Essential bills are not optional spending, and debts of more than £7 billion show millions of households are stuck choosing which basic service to fall behind on. Regulators and providers need to stop treating support as a hidden back-office function.
“Every bill, arrears letter, call centre script and online account should clearly flag what help is available, in plain English, before debts spiral. There also needs to be better data-sharing between providers, government and advice charities, so vulnerable customers are identified earlier rather than expected to navigate three separate systems while under financial stress.
“For households, the key message is don’t wait for a red letter. Contact your supplier, ask about social tariffs, hardship funds and repayment plans, and speak to a free debt charity before juggling bills becomes unmanageable.”
This isn’t really an awareness problem, it’s an affordability problem
Harry Goodliffe, Director at HTG Mortgages, said it was less about education and more about unaffordable bills.
He added: “We’ve created a system where millions of people in work can’t afford the basics, then act surprised when debt spirals out of control. This isn’t really an awareness problem, it’s an affordability problem.
“Years of policy failures, rising household bills and never-ending cost pressures have pushed families to breaking point. The Government can’t keep congratulating itself on creating support ideas while more and more people need them just to keep the lights on.”
Helen Llewellyn, Founder at Elemental Tribe, said there just hasn’t been enough financial education.
She added: “An investment in knowledge pays the best interest. Financial wellbeing webinars are one of the simplest ways to help employees and clients make better money decisions before pressure turns into panic.
“Most adults were never taught how to deal with real-life financial choices, from debt and savings to mortgages, pensions and rising bills. Good financial education gives people confidence, clarity and a better chance of avoiding crisis.”
