Our Affordable Warmth team offer in-depth support for energy billing and debt issues. This can be a lifeline for vulnerable, fuel poor households.
Hannah’s story
Hannah suffers from poor mental health and issues with substance misuse. As a result, she finds it difficult to engage with services that might be able to help her.
Hannah received a Sheriff Court order telling her she needed to pay £19,335 for energy debt from a former address. The deadline for taking action fell on Hannah’s birthday, making the situation all the more stressful.
Circle, a charity that supports disadvantaged children and families to improve their lives, referred Hannah to our Affordable Warmth team to see if we could help.
How our advisor helped
Our Affordable Warmth advisor set up a three-way call with Circle and Hannah. The idea was to help reassure Hannah, discuss her debt situation, and decide what to do next.
The advisor worked out that most of the debt wasn’t actually Hannah’s. The majority of the debt was built up after she had moved out.
Next, the advisor gathered proof to show that the debt was not valid. They sent this to the energy supplier, who then corrected the amount that Hannah owed.
What happened in the end?
After our advisor proved that the debt was wrong, Hannah’s supplier reduced it by over £14,000.
As a result, Hannah’s wellbeing improved. Without such a large debt hanging over her, she found it easier to keep engaging with Circle. This means she’ll keep getting help to support her wellbeing.
Our Affordable Warmth team are continuing to work with Hannah and Circle to help her stay warm and comfortable in her home.
Refer a client to our Affordable Warmth team
Our team of advisors provide tailored in-depth support to improve energy efficiency, reduce energy costs and are specialists in resolving billing and debt issues.