Energy problem – client says ‘the kindness was overwhelming’ following help from our Adviser

A client was full of praise for our Adviser Angus after he helped clarify her rights around an unusual energy problem.

The client has never paid for energy at the one-bed flat she has rented since 2012. She remembered being told energy bills are included in the rent.

But according to her tenancy agreement, energy bills are not included in the rent.

The letting agency has recently got in touch with the client and her neighbours in the other two flats in the building. They said tenants need to set up energy accounts directly with the energy supplier.

However there is only one meter for the three flats. This makes it impossible to tell how much energy each of the tenants have used.

The client explained the situation to Angus at one of our face-to-face drop-in sessions. Angus was able to advise her on the best courses of action to take.

This included asking the letting agency what has changed and why the client is now being asked to pay for energy.

Energy problem – how our Adviser helped

He advised her on the possibility that the landlord can serve a Section 21 eviction notice – including the importance of not making herself intentionally homeless as this limits the homelessness help the council can give.

Angus contacted the expert help from the National Homelessness Advice Service (NHAS) to seek further advice.

Angus made an appointment for the client to talk with our energy specialist Marion.

And he was also able to help with issues relating to benefits, her pension and her National Insurance contributions record.

Although the situation is not yet resolved, the client is very appreciative of the help she has had from Angus and our charity so far.

She gave Angus a card which said: “Just your help with my electricity would have made me very grateful, but to have been so helped with a number of issues, including my pension, has blessed not only me for the future but has given peace of mind to my parents today. Thank you so much for what you do.”

She added: “He gave me a lot of peace about the situation because he listened very carefully. He knew straight away what I was asking and what my rights were and what my landlord’s rights were.

“I felt like he was really gunning for me. I felt I was equipped for the future. It was almost overwhelming – the kindness I received and the dignity I was treated with. I would recommend the service to anybody.”