Despite living with cold radiators, one elderly client referred to us believed they had a large debt on their prepayment meters and were extremely worried about paying it back.
A home visit revealed there was no debt on the meters but this client was not making an unnecessary fuss: they couldn’t read or write – and because of this they hadn’t known how to turn on their heating.
We issued fuel vouchers for a meter top-up to help over the coming winter, but these had to be sent to our energy adviser’s phone and redeemed at the post office with the client’s key and card before they could be put onto the meters.
Without this hands-on help the vouchers, though much needed, would have been useless.
