If you have a debt balance to repay on your prepayment meter, we will take your personal circumstances into account when determining your repayment level. This includes details about what you can afford, as well as any benefits you may be receiving. Additionally, we can consider information from any advisory services acting on your behalf, such as Citizens Advice or other independent consumer support organisations.
When arranging your debt repayment, we’ll work with you to find a payment plan that fits your needs. We encourage you to provide full details of your circumstances, including any benefits you receive, so we can set a repayment rate that is fair and manageable for you.
Agreement on Repayment Plan
Once we have all the information, we will propose a weekly repayment amount. It is essential that you tell us if you can afford the repayment rate we suggest. We will send you a statement outlining the following:
- The date the prepayment meter was installed
- The total outstanding debt
- The agreed repayment rate, based on your ability to pay
- Information regarding benefits or advisory services considered
- The amount of emergency credit available
- The projected date when the debt will be fully repaid at the current repayment rate
You will also be able to see these details on your meter itself. If you need any further assistance or clarification, please refer to the prepayment meter user guide provided when your meter was installed.
What to Do If Your Circumstances Change
If your financial situation changes or you find you’re unable to afford the agreed repayment amount, please call us free of charge on 0800 092 7454, or email us at payg@outfox.energy, as soon as possible. We can reassess your circumstances and, if necessary, update the repayment rate. It’s important that we work together to find a solution that works for you.
Support and Guidance
If you’re struggling to manage your repayments and would like impartial advice, there are several support services available:
- National Debtline
- StepChange Debt Charity
- PayPlan
For further assistance, you can contact:
Citizens Advice Bureau
- England: 0800 144 8848
- Wales: 0800 702 2020
Money Advice Service
- 0800 138 7777
- Website: moneyadviceservice.org.uk
Ofgem
- Website: ofgem.gov.uk
Energy Saving Trust
- Website: energysavingtrust.org.uk
Turn2us
- Website: turn2us.org.uk
StepChange
- Website: stepchange.org
We’re committed to working with you to agree a debt repayment level that suits your needs. Please contact us for any support or to discuss your situation further.