Advent Calendar Day 20: Hamza’s story
Hamza* was referred to National Energy Action by a friend after he began to struggle to pay for a higher than usual monthly gas bill for his one-bedroom housing association flat. He’d accumulated a debt of £440 which he was unable to pay back.
Once in touch with National Energy Action, our adviser spoke to Hamza’s energy supplier who advised that the local authority that owns the flat Hamza lives in chooses the energy supplier and sets the tariff rates. Our adviser then spoke to the housing association, and they confirmed that both the metering and debt accrued were correct, however, an administration error meant no bills were sent out during a previous four-month period. This resulted in Hamza receiving a catch-up bill with five months charged in one.
As English is not Hamza’s first language, he requires translation of both written and spoken information and wouldn’t have been able to understand all the information on this catch-up bill.
Using our Language Line translation programme – a telephone interpreting service – our adviser was able to relay this information to Hamza and keep him updated during the time we worked with him.
While our adviser was trying to find a solution with his energy supplier and housing association, Hamza’s supplier demanded repayment of the debt in full or face being totally disconnected if it wasn’t paid.
Our adviser once again spoke with the two services to ask that they cease sending bills until the situation was resolved.
To help Hamza settle this issue and move forward, our adviser accessed one of our debt relief funds to clear the outstanding debt and gave him energy vouchers to support his immediate energy needs. We also gave Hamza a Winter Warmth Support Pack filled with items to keep him warmer.
The help we provide is only possible because of the incredible support we receive. Your generosity can change lives and mean more people like Hamza can feel warm, safe and secure in their home this winter and beyond.
Support Operation Warmth and help spread warmth and hope this Christmas.
DONATE *Pseudonym used to protect client anonymity.