Navigating a new start and new home
Val's Story
Val was referred by a local support agency that was helping her settle into a new home. After leaving an abusive partner, Val, who is autistic, faced numerous challenges in her new home, particularly a range of energy-related issues. She was unfamiliar with operating the heating system and required help understanding her energy bills. In addition, Val needed assistance with applying for the Warm Home Discount, registering for Priority Services Register and managing her utility meters, including the transition to a smart meter.
The first contact with Val was conducted by telephone and a subsequent home visit was arranged to provide in-person assistance. During the visit, the heating system was set up to run on a timer and Val received guidance on how to adjust the settings herself. To accommodate her learning preferences, online videos were incorporated into the session, as Val responded well to visual learning aids. Our presence also enabled us to assist Val in completing an application for the Warm Home Discount.
Financial Gain
Val secured a Warm Home Discount for £150, helping to reduce her winter heating costs.
Additional Benefits
Additional support included demonstrating how to read the utility meters and setting up an online app for Val. Guidance was provided on how to submit meter readings using visual aids to reinforce learning.
Val’s energy supplier was contacted to confirm her account status as a billed customer and she was added to the Priority Services Register for extra support. Since Val previously used a prepayment meter and was familiar with its operation, she requested to switch back to this payment method. However, her existing meter could not be converted directly to prepayment. Therefore, an engineer’s visit was arranged to install a smart meter, which would then allow for the transition to a prepayment setup. Our advice and support helped Val successfully move to her new home and overcome the challenges.