Advent Calendar Day 5: Sophie’s story
At nine months pregnant, mum of two and carer for her husband, Sophie* was referred to National Energy Action after the gas cooker in her rented home was disconnected due to a carbon monoxide leak.
Once our adviser spoke with Sophie, it became clear that the family was experiencing other problems with their energy supplier, specifically around meter installation, billing and payments.
Sophie had asked for a smart meter to be installed to replace what she believed to be faulty meters set to prepayment mode, for which she had not received the card or key to top up.
Our adviser facilitated a three-way call with Sophie and her energy supplier, which helped both parties understand what the issues were and make a plan to resolve them, which included arranging an appointment to install a smart meter.
Unfortunately, over the next few months, further complications around installing the smart meter meant that Sophie’s situation took longer to sort out than expected. This left her with increased fuel debt and an unsustainable repayment plan. To rectify this, our adviser spoke to Sophie’s supplier to resolve the installation and amend the payment plan to a more realistic level.
To give immediate support to Sophie and her family, we were able to provide an electric cooker through one of our crisis funds, so they could cook meals without worrying about potential carbon monoxide leaks.
We also provided some energy vouchers and one of our Winter Warmth Support Packs filled with items to help keep the family 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 Sophie 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.