Suhail first approached our advisor at a Warm & Safe Wiltshire outreach event. With the help of an interpreter, as English isn’t his first language, he told our advisor that he was heavily in debt with his energy supplier. He was living in a housing association-owned flat with his wife and three children.

Suhail and his family had to sit in one room to keep warm

Suhail was concerned and confused by this debt because he only used one heater in his flat, which he used to heat a single room. His family had to sit together in this room to stay warm. He was worried about heating any more of his flat as he didn’t want to get into further financial trouble.

Our advisor referred Suhail to one of our caseworkers. After understanding more about his situation, our caseworker decided to visit him in his home alongside his council support worker. Using Suhail’s own meter readings, they established his energy usage for the past two months and compared this to the bills he was receiving and his payments. His most recent bill had put him over £10,000 into energy debt.

Helping Suhail speak to his supplier and heat his home for less

After calling the supplier, they agreed that Suhail’s smart meter wasn’t communicating correctly, as it was impossible that he’d used so much energy within that space of time. The supplier agreed to issue an amended bill the following month based on Suhail’s actual meter readings, and to change his meter.

During the home visit, our advisor also provided Suhail with advice on how to use his night storage heaters and his hot water immersion tank, and how to make the best use of his Economy 7 tariff.

Taking into account what he’d already paid and using the corrected meter readings, the supplier confirmed that Suhail’s account was actually in credit. His regular bill payment was adjusted to £15 a month, a much more manageable amount.

“I can now keep my family warm”

Suhail now feels confident that he can afford his energy bills without restricting his heating use or being worried about getting into debt.

Find out more about Warm & Safe Wiltshire, our free energy advice service that helps residents of Swindon and Wiltshire live in warmer, safer and healthier homes.