No-one wants to be in debt, but some people are being made physically or mentally unwell because of the stress of energy debts and don’t have the confidence or emotional energy to deal with their suppliers. Our community-based advisers work alongside people in these circumstances, not just to fix their immediate problems but to arm them with the knowledge and confidence to manage their own energy in future.
One gentleman living alone in social housing was not able to work and living on a low income. Already suffering severe anxiety, he was referred to us by his social housing manager because his direct debit payments had risen sharply to recover debts from a period when he had to use storage heaters. The energy supplier was not responding to requests for advice and support and he was becoming extremely stressed.
During a home visit, his Severn Wye energy adviser supported this gentleman to negotiate a repayment plan over a longer period to keep his direct debits down, also securing £500 from the Household Support Fund towards his existing debt.
At this stage understandably our client was unhappy with his supplier’s customer service so his adviser supported him to switch to another supplier with a cheaper tariff and better customer service ratings.
They also helped this anxious tenant to download and use the supplier’s app so he could feel more in control of his account, track his energy use, and contact customer services more easily. During the home visits the adviser also gave advice about easy ways to save energy, such as turning off appliances that were on standby.
Happily this client now has less debt and also more confidence to handle his energy use and bills himself. He feels much less anxious and more comfortable making contact with his new supplier. He also felt our adviser’s support had increased his confidence overall in dealing with telephone calls.
