Help for vulnerable consumers



If you are struggling to pay for your energy the following help is available:
 

Contact your energy supplier

Some suppliers offer cheaper energy deals to those customers on low incomes. Many suppliers can offer free or subsidised energy efficiency measures to customers on low incomes as part of the Government’s Energy Efficiency scheme.

Energy Saving Trust

The government funded Energy Saving Trust has advice on energy efficiency measures for domestic consumers at the website of the energy savings trust - link opens in a new browser window.

Home Heat Helpline

The Energy Retail Association, which represents energy suppliers, has set up the Home Heat Helpline (0800 33 66 99). It is a free national helpline for vulnerable customers having difficulties paying their fuel bills. For more information visit the home heat helpline website - link opens in a new browser window.

Switch payment method

Changing payment method can make it easier to manage your energy bills. Also don’t forget that you may be able to reduce your energy bills if you shop around for a better deal for your energy.

Winter fuel payments

Winter fuel payments of up to £250 are paid to people over the age of 60. Those over 80 can claim £400. For a claim form or more information contact the Winter Fuel Payment hotline on 08459 15 15 15.

Warm front

Consumers in England who need help paying for heating and insulation improvements and live in a privately owned or rented home, may be able to get money from the government's Warm Front grants scheme if, for example, they are receiving any of a range of benefits such as income or disability-related benefits. Take a look at the Warm Front website - link opens in a new browser window.

Energy Assistance Programme

Consumers in Scotland may be eligible for similar assistance under the Scottish Executive's Energy Assistance Programme. Further information on this programme in Scotland can be found in the 'Further Resources' section.

Home Energy Efficiency Scheme

Consumers in Wales may be eligible for assistance under the Home Energy Efficiency Scheme (HEES). This is a Welsh Assembly Government funded initiative aimed at making homes in Wales warmer, healthier and more energy efficient. The HEES grant provides a package of heating and insulation improvements up to the value of £3,600. For more information contact the Home Energy Efficiency Society on 0800 316 2815 or go to the HEES Wales website - link opens in a new browser window.

Priority Service Register (PSR)

If you are of pensionable age, disabled or chronically sick you can qualify for the Priority Service Register (PSR) by ringing your gas and electricity companies. Customers on the register are entitled to additional services free of charge, such as:

• free annual gas safety checks for qualifying customers,
• password schemes,
• bills available in large print and braille as well as talking bills,
• quarterly meter reading services (if no person occupying the premises is able to read the meter),
• having a prepayment meter moved to improve access,
• bill nominee scheme, and
• priority in an emergency (this could include providing alternative heating and cooking facilities in the event of supply disconnection).

Suppliers are also prohibited from disconnecting a premises occupied by a customer eligible for the PSR during the winter months (1 October - 31 March).

Debt and disconnection

Suppliers make considerable efforts to encourage customers to discuss their circumstances with them directly so that a suitable payment arrangement can be put in place to recover the debt. Failing that, suppliers have an obligation to offer the installation of a prepayment meter to avoid the need for disconnection.
Suppliers have put in place a further safety net offering further protection for vulnerable customers. This includes:
fitting a prepayment meter (where it is safe to do so) or putting the customer onto the Fuel Direct payment scheme.
If offers of help are refused and the customer continues to be at risk, social services will be notified for further support and assistance.

Source http://www.ofgem.gov.uk/Consumers/hfvc/Pages/hfvc.aspx

http://www.utilitysavingsadvisor.com/