How HEAT supports energy customers at risk

Through ScottishPower Customer Business’ partnership with The Wise Group, HEAT supports customers who are struggling with energy debt, affordability or the risk of self-disconnection. HEAT helps energy customers access practical guidance and wider support so they can take steps towards more stable energy and living costs.

One customer’s experience shows how this support can make a difference.

When RG, a customer, was referred to HEAT, they were struggling to afford regular energy top-ups and were at risk of losing their energy supply. RG was living on a low income and using a traditional pre-payment meter with £110 of energy debt on their account, meaning each payment left them with less credit for day to day energy use.

GC, from HEAT, made helping RG stay on supply their first priority. They secured two emergency fuel vouchers through The Fuel Bank Foundation to prevent any immediate energy crisis, while exploring further support.

As GC continued working with RG, it became clear the challenge was about more than energy affordability. RG was living without essential household items, including a cooker, fridge, washing machine and suitable bed. Additionally, they were using a local food bank but had limited ability to store or prepare fresh food.

Digital and communication barriers also made it harder for RG to access support or complete applications without help.

What support was provided by HEAT?

Support focused on helping the customer take control of their situation, remove barriers and help them access the right support for their energy and financial needs. GC helped RG stay on supply, access emergency financial support and investigate wider local service, not just fixing the immediate issue.

GC looked at the full picture, and the following support was actioned:

When a Local Energy Advice Partnership (LEAP) home visit was not available and the relevant white goods scheme did not cover RG’s district, GC continued working with partners and support services to explore alternative schemes, making sure RG was not left without options.

What was the outcome for the customers from HEAT’s support?

HEAT’s support helped RG move from an immediate energy crisis towards stability.

RG was awarded £300 through a successful Crisis and Resilience Fund application, helping them meet immediate needs.

The funding is helping RG work towards buying a fridge freezer, giving them a safer way to store food and helping reduce reliance on emergency food support.

Since receiving support from HEAT, RG has also been offered employment with the local council and is completing Heavy Goods Vehicle training, creating a route towards a more sustainable income and stronger financial position.

Customer feedback

“I’m pleased to inform you that my application has been successful, and I have been awarded £300. I would like to thank you for your assistance in helping me obtain this.”

Feedback from RG shows the impact that practical support and guidance throughout a customer’s journey can have in helping them gain greater control over their energy.

How did partnership work help?

RG’s journey shows the value of effective partnerships work and the importance of sign posting the right support. Throughout this GC worked with the customer to find support though a range of avenues including:

What is the impact of HEAT’s support?

HEAT’s support helped RG avoid an immediate energy crisis, access financial assistance and take steps towards a more independent future. This case highlights the wider impact HEAT support can have when a customer’s full circumstances are considered alongside their energy issues. During this case, support across multiple areas helped improve RG’s overall circumstances:

Through early intervention, practical advocacy and partnership working, GC helped RG maintain their energy supply, secure £300 of additional financial support and take steps towards improving their living conditions. RG’s case demonstrates the importance of looking beyond the initial energy issue and understanding the person behind the debt.

What initially appeared to be an £110 pre-payment debt was part of a much wider situation involving financial hardship, lack of essential household goods, food insecurity and barriers to accessing support.

Most importantly, RG is now building the stability and independence to move towards a more energy secure future.

This is the real impact of HEAT: not simply helping a customer manage an energy problem but supporting them to build the stability and independence needed to move forward.