More than £7bn is owed to water, energy and broadband companies by UK households, yet most billpayers have no idea that cheaper deals exist to help them manage the debt. According to the National Audit Office (NAO), only a third of eligible broadband customers and 39% of struggling water customers are aware of social tariffs – discounted packages designed to make essential services affordable for those on low incomes or benefits. The scale of the problem is growing: household energy debt has soared by 118% since 2021, following Russia's invasion of Ukraine, and four million water accounts are now in debt totalling nearly £3bn.
Social tariffs are discounted rates offered by suppliers in sectors including water, energy and broadband. They vary between companies but are generally available to people on benefits or those who are struggling to pay. However, the NAO report found that awareness remains very low, meaning many vulnerable households are missing out on vital support. For example, energy customers who have agreed a repayment plan with their supplier owe around £1,000 less on average than those who have not, yet fewer than half of households in energy debt – just 40% – have such a plan in place.
“Why millions of UK households are missing out on social tariffs for water, energy and broadband, and what to do about it.”
The NAO examined the work of three regulators: Ofgem (energy), Ofwat (water) and Ofcom (telecoms). It found that while regulators have strengthened protections since its last report in 2019 – introducing new rules on how companies treat customers and taking enforcement action – they are not keeping pace with the pressure facing millions of households. Customers still struggle to contact their providers, basic billing errors push households further into debt, and support is poorly promoted. The Priority Services Register, which helps utility companies identify and support customers with extra communication, access or safety needs, also remains underused: although Ofgem and Ofwat have overseen an increase in registrations, consumer awareness is still low. Ofcom does not routinely monitor take-up or awareness of support for broadband customers.
For UK readers, the practical impact is clear: if you are struggling to pay your energy, water or broadband bills, you could be missing out on significant savings and debt relief. Simply contacting your supplier to ask about social tariffs or a repayment plan could reduce what you owe by hundreds of pounds. The NAO recommends that regulators increase awareness of available help, tackle drivers of rising debt such as inaccurate billing and delays when people move home, and improve how vulnerable customers are identified and supported, including better data-sharing across sectors. As Gareth Davies, head of the NAO, put it: “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.”
Q: What are social tariffs? A social tariff is a discounted price for essential services like water, energy or broadband, offered by suppliers to make bills more affordable for people on low incomes or benefits. Each supplier sets its own criteria and discount levels, so you need to check with your provider to see if you qualify.
Q: How do I know if I'm eligible for a social tariff or repayment plan? Eligibility varies by supplier, but it is typically based on your household income, benefits status, or if you are struggling to pay. The best first step is to contact your energy, water or broadband provider directly and ask about social tariffs or payment plans. Many suppliers also have dedicated teams to help vulnerable customers.
Q: What is the Priority Services Register and how do I join? The Priority Services Register (PSR) is a free service for customers who have extra communication, access or safety needs – for example, older people, those with disabilities, or families with young children. It helps utility companies provide support like priority reconnection after a power cut, advance notice of planned outages, and accessible billing. You can join by contacting your energy or water supplier; there is no central register for broadband, but some telecoms providers offer similar schemes.
What happens next? The NAO has called on Ofgem, Ofwat and Ofcom to increase awareness of social tariffs and repayment plans, tackle billing errors and switching barriers, and improve the identification and support of vulnerable customers through better data-sharing. The Public Accounts Committee has pushed for faster action, warning that price volatility is now the norm and consumers are at the sharp end. There are no specific deadlines, but the pressure is on regulators and suppliers to make support easier to access.