Home/Money guides/Budgeting and debt/Cannot pay a bill?

What to do when you cannot pay a bill

The worst thing you can do is nothing. Almost every creditor treats an early call very differently from a missed payment and silence.

Send us a message Message on WhatsApp
The short answer

Contact the company before the due date and ask what hardship support they offer, because almost all of them have some. Pay priority bills first: rent or mortgage, council tax, energy, water, court fines and tax. Then get free advice from StepChange, National Debtline or Citizens Advice, and ask about Breathing Space.

48 hoursThe window that matters most
60 daysBreathing Space protection
PriorityWhich bills come first
£0What free debt advice costs
What is on this page
  1. What to do in the next 48 hours
  2. Which bill is it?
  3. Protections most people do not know about
  4. What to avoid

What to do in the next 48 hours

1

Work out which bill it is

Priority or non-priority. That decides how urgent it is and who to call first.

2

Contact them before the due date

A missed payment with no contact is treated very differently from a call in advance.

3

Say the words plainly

Tell them you cannot pay this month and ask what support they have. Most have a hardship process.

4

Ask for the arrears to be frozen

Interest and charges can often be paused while a plan is set up.

5

Get free advice the same week

StepChange, National Debtline and Citizens Advice all take calls quickly and charge nothing.

Which bill is it?

If it is Treat as What to do first
Rent or mortgage Priority Call the landlord or lender today. Lenders must consider forbearance.
Council tax Priority Call the council. Ask to spread over twelve months instead of ten.
Energy Priority Ask about a repayment plan and the supplier's hardship fund.
Water Priority Water cannot be disconnected. Ask about a social tariff.
Credit card or loan Non-priority Ask for a payment holiday or reduced payment. Interest can often be frozen.
Buy now pay later Non-priority Contact them early. Missed payments can now affect your credit file.

Priority means the consequences are severe, not that the debt is larger.

Protections most people do not know about

  • Breathing Space gives up to 60 days without interest, charges or contact
  • Water companies cannot disconnect a household supply
  • Energy suppliers must offer a repayment plan you can afford before a forced meter
  • Mortgage lenders must consider alternatives before starting possession
  • Councils must consider your circumstances before enforcement
  • You can ask any creditor to communicate in writing only

Want this checked against your own situation?

Send us the figures and we will tell you what they mean. If it is not ours to advise on, we will say who should.

Ask us a question

Prefer WhatsApp? Message us there. We are open Monday to Saturday, 9am to 8pm.

Free debt advice is available from StepChange, National Debtline and Citizens Advice. We are not paid to send you there. Talking to us costs nothing either, and there is no fee to you for anything we arrange.

What to avoid

Ignoring lettersNothing gets better and the position escalates. Opening the letter is the cheapest thing you will do this month.
Paying the loudest creditorCollection pressure is not the same as legal power. Priority debts come first even when they are quiet.
Borrowing to cover itA payday loan or a new card moves the problem forward and makes it larger.
Paying for debt adviceIt is free from three national charities. Nobody should charge you for it.

Where you stand

Act today if
  • A payment is due this week and will not clear
  • You have received a default notice
  • A creditor has mentioned a county court judgment
  • You are choosing between rent and food
You have more time if
  • The shortfall is one month and you can see it closing
  • The creditor has already agreed an affordable plan
  • The bill is non-priority and up to date otherwise
  • You have savings that would cover it without leaving you exposed

Check broadband before you make an offer

Broadband speeds can vary street by street, so check the exact address before you commit. Ofcom's free checker shows which broadband speeds and mobile coverage are available at any UK property.

Want all your bills in one?

We can introduce you to a specialist who can combine your mobile, broadband and utilities into one bill. There's no fee for the introduction.

We don't provide these services ourselves. Switching household bills is not a regulated financial service, so FCA protections and the Financial Ombudsman do not apply. We'll only pass your details to the specialist if you ask us to. See our privacy notice.

Questions people actually ask

What should I do if I cannot pay a bill?
Contact the company before the due date, tell them plainly, and ask what support they offer. Then get free advice from StepChange, National Debtline or Citizens Advice the same week.
Which bills should I pay first?
Priority bills: rent or mortgage, council tax, energy, water, court fines and tax. Credit cards and loans come after, however loudly they chase.
Can my energy be cut off if I cannot pay?
Suppliers must offer a repayment plan you can afford first and follow strict rules before any forced meter installation. Tell them if anyone in the household is vulnerable.
What is Breathing Space and how do I get it?
A legal scheme in England and Wales giving up to 60 days without interest, charges or creditor contact on included debts. A free debt adviser applies for you.
Will asking for help damage my credit file?
Asking a creditor for support does not itself damage it. Missed payments and formal arrangements do appear. Acting early usually causes less damage than waiting.
How do I check broadband speed at a property?
Use Ofcom's free broadband and mobile checker at checker.ofcom.org.uk. Enter the property's postcode and choose the address to see which broadband speeds and mobile coverage are available before you make an offer.

Where to go next

Debt help explainedEvery formal option compared.Budgeting and debtPriority debts, in order.Cutting household billsReducing the pressure.Should I consolidate?Before you borrow more.Income protectionIf lost income caused this.Emergency savingsRebuilding afterwards.
Where these figures come from

Figures checked on 1 September 2026 and correct for the 2026/27 tax year. Rates change, so check the source before you act on a number.

Written by Ben Tomlin. We do not give regulated debt advice and we are not paid to refer you anywhere for it. The charities named on this page are free.

Last reviewed September 2026.

Sorted the immediate problem?

If lost income caused it, protecting against a repeat is something we can advise on directly.

Start a conversation

Prefer WhatsApp? Message us there. We are open Monday to Saturday, 9am to 8pm.

Free debt advice is available from StepChange, National Debtline and Citizens Advice. We are not paid to send you there. Talking to us costs nothing either, and there is no fee to you for anything we arrange.

Back to blog