Energy debt and unfair charges resolved by Green Doctor

Hilary from Nottingham was incorrectly billed by her energy supplier as a business account, overcharging her and leaving her with an unfair £1,600 debt. The Green Doctor, a free energy advice service by charity Groundwork Five Counties, helped her to get the debt waived, her bills lowered, and her account switched to domestic.

In October Hilary and her family moved into a house in Nottingham city centre, previously used as student accommodation. Because of this, the electricity supplier billed Hilary as a business account despite her making multiple attempts to rectify their mistake.

Hilary’s husband has chronic health conditions, and they have a young grandson with severe autism who requires care around the clock. It’s important that their home is as stress-free as possible, which wasn’t possible when she was worrying about energy bills and making regular long phone calls to the supplier.

The family was referred to the Green Doctor, an energy and money-saving advice service that helps households in the East Midlands to tackle high utility bills, debt, damp and mould, and other related issues.

Green Doctor Mayita visited Hilary and reviewed her bills, noting she was wrongly charged over £300 a month through a business rate, with a debt totalling £1,600. They rang the supplier together several times to set things right.

Hilary says: “Mayita was fantastic and so helpful. She went to all sorts of trouble like crawling around on the floor to find the serial number of the electricity meter so the supplier could double-check it on their system!

“The debt was mostly waived, and we worked out that my actual monthly bill is around £120 and not £300 as they had assumed. It’s such a relief to be done with this after months of anxiety and uncertainty. However, I will be taking this further with the Energy Ombudsman as it’s been very poor service from the energy supplier, especially when we’re classed as a vulnerable household.

“I could not have done this without Mayita, and I’m very grateful for her support. I highly recommend the Green Doctor, it’s completely free and they have so much knowledge that can be a huge help.”

The fully funded Green Doctor service is available anywhere in the East Midlands to people of any age and background, whether they own their home, rent, or are a council or social housing tenant.

For more information and to get a free home visit, visit the website: www.groundwork.org.uk/fivecounties/green-doctor