Advent Calendar Day 22: Alice’s story
Alice*, a pensioner who moved into a social housing property two years ago, first became worried as each time she topped up her prepayment meter, the amount was wrong.
What Alice didn’t know was that the meter still had the previous tenant’s debt of more than £4,000 on it. Because of this, £5 was being taken off her meter automatically every week to pay the debt off, even though it was not her responsibility to pay.
This, combined with a rent increase and continued cost-of-living rises, led to Alice getting into debt with her own energy use. Despite contacting her energy supplier several times, she was unable to get any resolution to her increasingly worse situation.
To try and manage her bills, Alice began rationing her energy use by only lighting one room in her home and using a torch to get around in the dark. The culmination of years of worry had a profound impact on her physical and mental health: ‘I was totally depressed. My hair was falling out.’
Alice got in touch with National Energy Action and our adviser worked with her energy supplier to find a solution. After months of negotiation, Alice’s energy supplier agreed to clear her debt, refund the money that was taken for the previous tenant’s debt, plus an additional £25 for the inconvenience caused. They have also replaced Alice’s meter.
Alice told her adviser: ‘It is like a big weight has been lifted off my shoulders, finally. And I’m not as stressed.’
Our adviser also got Alice added to the Priority Services Register and gave her a fuel voucher and a Winter Warmth Support Pack filled with items to keep her warmer.
Finally, Alice was referred to our Benefits Entitlement Check Service (BECS) so we could check that she was receiving all the benefits she’s entitled to, helping to increase her household income.
The help we provide is only possible because of the incredible support we receive. Your generosity can change lives and mean more people like Alice 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.