At the end of 2022, we introduced a Resident Support Fund to help our residents with the increased cost of living. Between January and March 2023 we received 341 applications and sent out over £30,000 in vouchers from the scheme.
Be Wise Case Study – Energy bills
Mrs M contacted the Be Wise Team as she was extremely concerned that she had not received an energy bill for over six months, and she had tried contacting the supplier herself many times to make them aware the meter wasn’t displaying any reading. The advisor took action to allow him to talk to the supplier as an advocate on the resident’s behalf. On investigation and discussion with the supplier they determined that there was a system error and the balance on the account was currently sitting at over £1,000, in debit, as energy usage had been estimated throughout the winter period. The advisor explained that Mrs M had not been able to get in touch to supply readings, despite her repeated attempts. Anchor’s advisor asked that no action be taken until the issue was resolved. He also raised that the estimated balance had been determined during the winter months and a price increase had occurred during this time. He requested that the bill be reversed, the usage be determined at the previous unit rate amount, and at the estimated rate it would be during summer months to reduce the balance. This reduced the bill amount to £365. Compensation was requested by the advisor for the shortfalls in customer service and inconvenience to Mrs M and £100 was applied to the account. The advisor also ensured that Mrs M was placed on the Priority Service Register (PSR) so that she would have her meter read every quarter by the supplier. He also made sure that the Warm Home Discount had been applied to her account for the 2022-23 winter. Finally, the advisor gave Mrs M information about the Southern Water social tariff to check if she could make further savings
with her water provider. Mrs M gained: • £704 saving on her estimated bill • £100 compensation • £150 Warm Home Discount payment.
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