Older people • bills • signposting
This page is designed as a plain-English signposting guide for older people, families, carers, volunteers, and community groups. It explains what to look for, who to ask, and where to start when searching for broadband social tariffs, water-bill help, energy support, and priority services in the UK.
You may be able to get a cheaper social tariff. Some providers call these essential or basic packages.
What to ask: “Do you have a social tariff, essential tariff, or basic package for someone on Pension Credit or another qualifying benefit?”
If you live in England or Wales, ask your water company about its social tariff. Also ask about WaterSure and the Priority Services Register.
What to ask: “Do I qualify for your social tariff, WaterSure, or your Priority Services Register?”
There is no single UK-wide domestic energy social tariff at present. Ask instead about the Warm Home Discount, Priority Services Register, hardship funds, grants, payment plans, ECO, and the Great British Insulation Scheme.
What to ask: “Can you check whether I qualify for any bill support, grants, payment plans, or priority services?”
Even when there is no discount, providers may offer large-print bills, accessible formats, nominated contacts, meter-reading help, password schemes, or emergency support.
What to ask: “Do you have extra help for older customers or people with accessibility needs?”
Use this section when helping an older person, family member, or carer work out what support may be available.
| Category | Who to ask | What to say |
|---|---|---|
| First check | The older person, partner, carer, or support worker | “Do you get Pension Credit or another means-tested benefit?” “Whose name is the broadband or utility bill in?” |
| Broadband / phone / mobile | The current telecoms provider first | “Please check whether this customer can move onto your social tariff, essential tariff, basic package, or any lower-cost option linked to Pension Credit or other qualifying benefits.” |
| Water | The water company’s customer-assistance team | “Please check eligibility for your social tariff, WaterSure, and your Priority Services Register.” |
| Energy | The gas or electricity supplier | “Please check the Warm Home Discount, Priority Services Register, hardship funds, grants, debt support, affordable payment plans, ECO, and insulation support.” |
| Extra support | Every provider | “Please add this customer to your Priority Services Register or extra support register if they qualify.” |
Good practice: record the provider name, the adviser’s name, the date, the outcome, and the next step.
This section can be used as a signposting page on its own.
| Category | What is usually available | Where to look first |
|---|---|---|
| Broadband, home phone, and some mobile deals | Social tariffs, essential broadband, basic broadband, basic phone packages, and a small number of low-cost mobile plans. | Your current provider, then Ofcom’s social tariffs page, then provider “help with bills” or “essential” pages. |
| Water (England and Wales) | Social tariffs, WaterSure, and Priority Services Register support. | Your local water company, then Ofwat customer-assistance pages, then CCW guidance. |
| Energy | No single UK-wide domestic social tariff at present. Look instead for the Warm Home Discount, Priority Services Register, hardship funds, payment-plan help, ECO, and the Great British Insulation Scheme. | Your current supplier, then Ofgem’s bill-support pages, then Citizens Advice. |
| Priority services and accessibility help | Large-print or accessible bills, nominated contacts, meter-reading help, password schemes, emergency support, and communication help. | Each provider’s accessibility or vulnerable-customer pages, or customer service by phone. |
| Extra help linked to benefits | Pension Credit may also help people access other support such as a free TV licence for some over-75s, travel concessions, and some NHS help with health costs. | GOV.UK, the local council, NHSBSA, and sector-specific official guidance. |
In official UK guidance, the usual term is social tariff. It is most commonly used for cheaper broadband and phone packages, and for water-bill support in England and Wales.
Start with Pension Credit, then check broadband and phone, water, energy, and priority services. After that, look at TV licence, travel concessions, and NHS help with health costs where relevant.
There is not a single UK-wide domestic energy social tariff at present. Older people should instead look for the Warm Home Discount, Priority Services Register, hardship funds, payment-plan help, ECO, and the Great British Insulation Scheme.
Check the current provider first. Then look at Ofcom’s social tariffs page and the provider’s help-with-bills, social tariff, or essential-package pages.
Ask about the company’s social tariff, WaterSure, and its Priority Services Register or customer-assistance team.