Customer able to return home following energy support

A customer needed urgent energy support to re-connect to their gas and electricity supply after time in hospital.

Following a long stay in hospital, our customer couldn’t be discharged without an energy supply to the home.

Partnership approach

A partnership approach meant the best possible outcome for a customer in crisis. Hospital staff, housing, the energy supplier worked alongside out HEAT advisors to ensure our customer’s home was safe and warm. 

Challenging circumstances

Communicating with our customer was difficult without a mobile phone. Supported by hospital staff, advisors were able establish who the energy provider was as well as the financial standing of the account. It wasn’t looking good. 

Our team set to work and negotiated for gas and electricity debt to be put  to the back of the pre-payment meter (PPM) to allow a supply to be re-established.

Credit provided by the supplier for gas and by the Wise Group’s Crisis Fund for electricity all helped to maintain an energy supply while advisors worked in the background to successfully apply for an emergency fuel voucher.

Working swiftly, the housing association arranged for gas safety check to be done next day while our customer and his support worker were at the property. 

Behind the scenes, an application was made to the Warm Home Discount Scheme. 

Positive outcomes

By re-establishing an energy supply, our customer was able to return from hospital and begin planning for the future. 

A significant debt was cleared and funding put in place to allow our customer to focus on their health and wellbeing without worrying about heating the home. 

Read about the hidden fuel poverty experienced by so many using pre-payment meters.

Let’s talk

If you are looking for support with your energy bills, or know someone who is, get in touch on 0800 092 9002.