Facilitating to ensure welfare and fair treatment
Graham's Story
Graham was referred to ALIenergy by a Highland Council Welfare Officer. At the time, Graham faced significant challenges regarding his energy supply and overall welfare. Graham was unable to access his meter box, preventing him from providing meter readings. As a result, he had not been receiving energy bills, either estimated or actual, which led to uncertainty and concern about his financial obligations.
Advice Provided and Support Delivered
Graham moved into his property in October 2022. In October 2023, after a welfare visit found the property very cold, Graham was referred to ALIenergy. He had not been using his heating due to fear of incurring high electric bills, as he could not obtain accurate readings and was not receiving bills. ALIenergy first spoke to Graham by phone and then arranged a home visit for the following week. During the visit, the meter screen was found to be broken, making it impossible to obtain readings. Additionally, two days after Graham moved in, the power went off due to a faulty air source heat pump, which was not resolved until January 2023. It was also noted that Graham did not have a washing machine.
ALIenergy successfully applied to our White Goods Fund for a washing machine for Graham. On November 8, ALIenergy contacted the energy supplier via email, providing a signed mandate to allow communication on the client's behalf and explained the issues with billing and the broken meter. Following this, Graham began receiving frequent phone calls from the supplier, demanding payment of over £1000.
Advocacy and Escalation
On November 9, the supplier arranged for an engineer to visit the property on December 6. Graham received further reminders about missing meter readings and by December 4, he felt suicidal due to the persistent demands - up to eight calls per day. The engineer missed the scheduled appointment and ALIenergy continued to follow up with the supplier throughout December and January.
Financial Gain
Removal of an erroneous bill of over £1000 and successful application for a washing machine.
How Things Got Sorted
In January, after further power outages, an engineer provided Graham with a generator. Communication issues persisted, including confusion about the mandate and difficulties booking new appointments. Our advisor filed a formal complaint and continued to follow up with the supplier. On March 6, a new engineer visit determined that the meter was not only faulty but had been incorrectly installed from another property, carrying existing debt. A new meter was fitted and ALIenergy continued correspondence with the supplier to resolve outstanding issues. Weekly meter readings were submitted and after extensive communication -125 emails, 9 phone calls, and 2 letters - a backdated bill was provided.
In June, the case was escalated to the Ombudsman, who ultimately agreed on an accurate bill. As a result Graham’s financial stress was alleviated, and his account was placed in credit, providing much-needed relief.