Advent Calendar Day 11: Amy’s story
Amy* lived with her teenage daughter and had long-term health issues, including a brain tumour and poor mental health. Having previously experienced fuel debt when they moved into a social housing property with a smart prepayment meter last year, Amy was very anxious about contacting her new energy supplier.
Our adviser supported her by helping set up her new account and provided some energy top-up vouchers. Our adviser also helped her register with the Priority Services Register so she could get additional support in the future, when needed.
In her new home, Amy started to have trouble with her energy account. Credit was not showing on her online account and as there was no in-home display (IHD) unit at the property, she didn’t know how much credit was on her account.
Her only access to the meter so that she could check what credit she had was with a step ladder, which Amy found difficult. The pressures of a house move combined with energy account problems took a toll on Amy’s mental health.
Our adviser organised and supported Amy through a three-way call with her supplier. During the initial call, the supplier organised an appointment for an engineer to visit the property to move Amy’s meter and provide an IHD. Unfortunately, a wider issue with IHDs meant that she was unable to receive one and was struggling to get an engineer out to the property.
During this time. Amy was still unable to check her credit without using the step ladder so, at times, would be unaware that her credit had run out, leaving her without gas or electricity.
After contacting us again, our adviser escalated Amy’s case with her supplier. This led to an engineer finally visiting the property, moving the meter to a safe, more convenient place so she could monitor her energy safely. Amy was ‘over the moon’ with the outcome.
The help we provide is only possible because of the incredible support we receive. Your generosity can change lives and mean more people like Amy can feel warm, safe and secure in their home this winter and beyond.
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DONATE *Pseudonym used to protect client anonymity.