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Fuel debt in the UK is reaching unprecedented levels, with paying energy bills a year-round challenge. In summer, the heatwaves can bring unexpected energy costs, as households increase their use of fans to try and keep cool, while in winter, more and more people are being forced to make the difficult choice between their health and wellbeing and heating their homes.
In partnership with the Cadent Foundation, Citizens Advice are able to provide essential support to the most vulnerable people across England.
Our Energy Caseworker project supports those who are most impacted by fuel poverty by offering holistic support, looking at the needs of the whole person. Since the start of the project in 2023, highly skilled Caseworkers have worked in a wide range of locations, advising those in most need on all their issues. They offer benefits advice, energy advice, help with grants, speaking to energy suppliers and referring those with more complex needs to other specialised Citizens Advice services.
Thank you so much, I don't know what I would have done without you, I've been so worried
Elaine has several complex health issues and was surviving on Universal Credit and PIP. When all her bills were paid, she was left with £22 a week.
When she attended her local Citizens Advice, she had outstanding debts to her energy supplier who were asking for payments that were unaffordable. Elaine felt she was not being listened to.
Elaine was referred to a Cadent Foundation Caseworker who could provide specialist help with complex energy related issues. The caseworker was able to provide a series of appointments to resolve Elaine’s issue and find an affordable solution that she could afford.
By working with Elaine over time, the specialist Caseworker found that Elaine was paying bedroom tax. On Elaine’s behalf they were able to contact the local authority and benefit departments to explain that the spare room was used to store expensive medical equipment storage. As such, she should not be subject to the bedroom tax. It is anticipated that the bedroom tax will be removed and Elaine will be reimbursed for any payments made. The caseworker also supported Elaine to apply for additional benefits that will increase her household income. Elaine could now put the heating on when needed, meaning she feels well and better able to cope.
Elaine’s experience clearly shows that addressing fuel poverty goes far beyond resolving immediate energy needs. Her long-term relationship with our advisor allowed us to uncover and address the full spectrum of challenges she was facing. This ongoing, holistic support not only helped secure her fuel needs but also provided vital solutions for her housing, benefits, and - most importantly - her health.
As more people turn to Citizens Advice in uncertain times, having a long-term relationship with a Caseworker helps to ensure that clients get all the support they need to find a way forward.
With support from Cadent, we have been able to help nearly 8,800 clients and achieved financial gains of over £20m.
