David is retired and lives alone, found his heating bills were increasing and wanted to switch to direct debit. He was shocked to be told he had a debt of £1,000 as it was not shown on the electricity meter. The stress caused affected his physical and mental health as well as his confidence in using his heating and keeping warm.

Client advocacy

Our Affordable Warmth Services Advisor talked through with David his billing and usage history to build a picture. It emerged David was very energy efficient and had been meeting his electricity payments. After gathering evidence, the advisor contacted the electricity supplier on his behalf to investigate and resolve the unexplained debt. After a lengthy period of advocacy, the debt was finally confirmed as inaccurate and cleared from David's account.

Healthy outcomes 

Due to the excessive time taken and the stress and negative health impacts this case caused David, the advisor advocated for compensation for them. David was awarded a goodwill gesture from his electricity supplier because of this and he appreciated the acknowledgement. Overall, our team saved him £2,242.  

David was delighted with the outcome: “You have worked wonders for me. Thank you very much for everything you've done."

Changeworks' Affordable Warmth Service Advisors can support you in keeping your home warm and easier to heat. Our friendly team can give you advice on reducing your heating and electricity costs, help you apply for emergency funds, or even speak to your gas or electricity supplier on your behalf.

If you, or someone you work with, could benefit from our support, fill in our simple online referral form and a member of the team will get in touch. Alternatively, our advisors are available for help and advice 9am–5pm Monday to Friday over the phone – call them free on 0800 870 8800.