STORY: Green Doctor helped senior citizen Bertie to navigate digital energy bills
After being switched from pre-payment to smart meter, Bertie* was unknowingly getting his energy bills sent by email instead of post. This misunderstanding meant that he was unable to manage huge bills and was even switching off essential appliances to save anything he could. A Groundwork Green Doctor supported Bertie to regain control of his energy usage – and the cost of daily living.
Bertie, 70, first met the Green Doctors at a community centre in Blackpool where they were holding a drop-in session for energy saving advice. Bertie began to share his concerns with the Green Doctor team about the lack of communication from his energy provider, who was charging him a very expensive amount via direct debit. Adamant that he could not afford an increase in direct debit payments, he had resorted to desperate measures – including barely using his heating and turning all electrical appliances off at the wall, including his fridge and freezer throughout the day.
A while ago, Bertie had been switched from a pre-payment meter to a smart meter. He assumed any correspondence about energy bills would be sent through the post – but nothing had been received for some time.
When a Green Doctor at the drop-in session asked Bertie about any credit or debt on his account, he didn’t know any of this important payment information. After further investigation, it transpired that Bertie’s energy provider was sending his bills to an email account that he could only access from the local library! The Green Doctor helped Bertie to understand that his bills were now issued digitally and had been since his meter was switched.
Bertie was immediately offered support through a Green Doctor home visit, to call the energy provider together and explain that as Bertie didn’t have access to his emails at home, he required paper bills to be sent. But after just one conversation with the Green Doctor, Bertie felt confident that with his newfound knowledge, he could regularly check his bills online at the library.
Still able to provide more beneficial support, the Green Doctor issued advice for Bertie around energy saving and heating controls, especially now he is able to see what appliances he has been spending energy and gas on the most through his bills. Bertie was advised to keep his fridge and freezer on for food safety, although turning other appliances off when not in use is good practice to save standby energy being wasted. As Bertie has poor circulation, which can be a health risk, the Green Doctor also ordered him an electric throw blanket through the Winter Support Fund to help him stay warm and well.
Bertie now feels much more in control of his energy use and confident he can see his energy usage at any point through his online account. He was more than happy to turn his fridge and freezer back on, knowing he can afford to do so.
*A pseudonym is used to maintain anonymity
No-one should ever have to choose between heating and eating, but we know this is the reality for increasing numbers of people. You can find out more information and pledge your support here.
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
