A young man living alone for the first time in Powys was finding life hard to navigate.
For one thing his energy supplier was refusing to progress his Fuel Direct application because of a faulty smart meter – which their Smart Team repeatedly failed to sort out.
Our adviser spent an hour and a half on the phone patiently building a positive relationship with a customer services adviser to get the emergency action fast-tracked.
She then stayed on to talk through the clients’ other issues and alerted the initial referrer to provide further support he needed.
This young client had been at his wits’ end and the adviser’s care meant a lot.
‘Thank you for talking, sorry it’s later on in the day, I just got really overwhelmed and didn’t know who to talk to. You are an absolute diamond you are…I really appreciate everything you are doing.’
