FAQs | Extra Help Unit | Citizens Advice
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FAQs
FAQs
What can the EHU help me with?
The Extra Help Unit raises complaints with energy suppliers on behalf of people and small businesses across Great Britain who may be considered vulnerable. We can also help people and small businesses in Scotland who are on a heat network. When you are referred to us, you will be assigned a dedicated caseworker who will act on your behalf until your case is resolved.
Is there a charge for the service provided by the Extra Help Unit?
No, our service is free of charge.
Where can I find your phone number?
The Extra Help Unit (EHU) does not have a public phone number. If you have an energy-related issue and you live in England or Wales your first step is to contact
Citizens Advice Consumer Service
on 0808 223 1133. They will refer you to us if you need our help. If you live in Scotland your first step is to contact
Advice Direct Scotland
on 0808 196 8660. They will refer you to us if you need our help.
Can I make an appointment to speak to someone face to face?
No we do not offer face to face appointments. All communication will be by telephone, email or letter.
I run a small business – can the Extra Help Unit help me?
We may be able to help if you are a micro business or small business consumer and have an energy-related problem.
Micro business consumers are businesses with:
Fewer than 10 employees (or their full time equivalent) and an annual turnover or annual balance sheet not exceeding £2 million; or
An annual consumption of electricity of not more than 100,000 kWh; or
An annual consumption of gas of not more than 293,000 kWh.
Small business consumers are businesses with:
Fewer than 50 employees (or their full time equivalent) AND an annual turnover of at most £6.5 million or a balance sheet total of £5 million; or
An annual consumption of electricity of not more than 200,000 kWh; or
An annual consumption of gas of not more than 500,000 kWh.
Your first step is to contact the
Citizens Advice Consumer Service
on 0808 223 1133 if you live in England or Wales. If you live in Scotland contact
Advice Direct Scotland
on 0808 196 8660.
I already have a case with the Extra Help Unit, how can I get in contact with my Caseworker?
You should have received an acknowledgement letter or email with your caseworker’s contact details. If you have misplaced these details and you live in England or Wales please phone
Citizens Advice Consumer Service
on 0808 223 1133. If you live in Scotland please phone
Advice Direct Scotland
on 0808 196 8660.
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If you need advice regarding an energy issue, start by contacting the Citizens Advice network. They can help online, by phone or in person.
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© Extra Help Unit
The Extra Help Unit operates across Great Britain. We are part of Citizens Advice Scotland - The Scottish Association of Citizens Advice Bureaux (Scottish charity SCO16637 and Company Limited by Guarantee 89892)