STORY: Sheila tells Groundwork’s Green Doctors, ‘I would not have been able to do this on my own’
Sheila, 83, contacted Groundwork because she was worried that her meter wasn’t working after noticing her gas bills were unusually low. Sheila was anxious about the possibility of suddenly receiving a large bill for energy which she had been unable to pay for at no fault of her own. As she struggles to read her meter, understand bills and speak to her energy provider on the phone – enlisting support from her local Green Doctor service was vital.
During the home visit, the Green Doctor instantly noticed that her gas bills were estimated and her usage had not increased in four years, so called her energy supplier. Adamant that the smart meter was working, the supplier advised testing meter by turning on all her gas appliances and heating. Despite the meter not registering this sudden and high usage, the supplier was reluctant to have the meter looked at because it was still communicating with them and therefore technically still ‘working’.
After some persuasion from the Green Doctor the supplier eventually agreed to change the meter, explaining that when this happened she would be billed for her actual usage over the past four years, a sum which would be huge and put her into a large debt. Already struggling to live on a pension, Sheila became extremely stressed. Luckily, the Green Doctor was there with Sheila to reassure her and ensure a better outcome.
The Green Doctor spoke with the supplier for a second time, who by the end of the call agreed that they would not bill her and that she would receive a refund of £2,000!
Having amended the immediate billing issues, the Green Doctor worked with Sheila to prepare for the future. She was advised to leave some of the money from the supplier as credit on her account as a safety net, an important strategy considering she was completely unaware of what her actual usage would be and with winter approaching. The supplier refunded her £1,500 and left the remaining balance of £500 as credit on her account. Sheila also received energy saving advice to help keep her bills down as well as having some small energy saving measures installed.
Sheila has now received her refund from her supplier and is looking forward to getting herself a new set of teeth and treating her grandchildren with the extra cash.
Sheila said:
I am so grateful to have had help from the Green Doctor because I would not have been able to do this on my own. She made me feel a lot less stressed and more in control. I was absolutely worried sick about what was going to happen because my supplier had told me I would have thousands to pay. I can’t find words enough to express my gratitude and thanks for all the help and support.
About Stay Warm, Stay Well
Stay Warm, Stay Well is a three-year programme that aims to help those living in fuel poverty by offering tailored energy advice, carried out by Groundwork’s Green Doctors.
Funded by the Cadent Foundation and led in partnership by Groundwork, the programme will invest £6m and support 14,500 households in communities across England.
In addition to the Green Doctor support, the programme is also funding an initiative to support the creation of the next generation of energy advisors via a 12-month traineeship opportunity through the Green Doctor Academy, to create more accessible pathways into work.
Find out more: www.groundwork.org.uk/stay-warm-stay-well
