HELPLINE
LAUNCHED FOR VULNERABLE CUSTOMERS
31st October 2005
London, UK; Today marks the launch of the first national helpline
dedicated to tackling fuel poverty, as the cold weather sets
in and the clocks go back.
The Home Heat Helpline (0800 33 66 99), which has been set
up by the Energy Retail Association (ERA), is the first time
that all energy customers who have difficulties with heating
their home or paying for their gas and electricity have one
free number to call, no matter who their supplier is.
This follows on from research[1] which found that 75% of vulnerable
customers were unaware of the wealth of support already available
from their energy supplier. More recent research carried out
by the ERA found that only one in three people would think
of approaching their energy supplier if they were concerned
about paying their bills. This helpline aims to deal with
these barriers by providing customers with a central route
to help and advice.
The helpline will be able to assist vulnerable people in
a number of ways, including:
•
•
•
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• |
Identifying grants that are available
to make homes more energy efficient
Arranging alternative payment methods that will suit the caller’s
circumstances
Carrying out a benefits check up to ensure they are receiving maximum income
Accessing a priority service team in each electricity and gas supplier to
provide specialist advice
Linking with other support agencies |
The Home Heat Helpline is staffed by expert advisors, including
former health professionals, who are trained to give advice
on how to stay warm during cold weather. They will also
be trained and authorised to deal with intermediaries calling
on behalf of vulnerable customers, such as friends, carers,
social workers or health visitors.
Duncan Sedgwick, Chief
Executive of the Energy Retailer Association
said: “Fuel poverty is a serious issue and its causes
and consequence are wide-ranging and require bold, innovative
and practical action in order for it to be prevented. The Home Heat Helpline
will be a valuable tool for those who suffer from fuel poverty by providing expert
and immediate advice for all their energy needs.
“The causes of fuel poverty are complex. It is clear
that the majority of fuel poor households have low incomes
and live in poor quality accommodation with inadequate insulation. There is no
single solution in this area but I am confident our free helpline will make a
difference.”
Speaking at the launch Malcolm Wicks, Minister for Energy
said:
“The Home Heat helpline will give callers essential
information about tariff and payment options, give access
to energy efficiency and heating measures and help people
claim all of the benefits available to them. It’s essential
they take full advantage of all that the energy industry
and Government can offer. This helpline will help do exactly
that.
“We have cut the number of fuel poor households by two-thirds
since 1997 but there is still a lot more to be done to eradicate
fuel poverty, particularly in the light of recent price increases.
All of us need properly and affordably heated homes. That’s
why I welcome today’s move - as industry and Government
work together to take responsibility for tackling the plight
of those caught in the fuel poverty trap.”
Mervyn Kohler, Head
of Public Affairs for Help the Aged added:
“Fuel poverty besmirches the lives of too many older
people. The public, private and voluntary sectors have grown
an impressive range of schemes to mitigate this evil, but the picture is of a
jungle. This helpline will help people through that jungle, and identify the
help they badly need. Older people, and their families and carers, will welcome
it.”
Allan Asher, Chief
Executive of Energywatch commented further:
“I am delighted to welcome this initiative from energy
suppliers. The Home Heat Helpline will provide support for
the many thousands of consumers who struggle with the cost of heating their homes,
especially when winter sets in.”
“Anyone who is worried about being able to afford to
keep warm this winter should call the number and take advantage
of the help that is just at the other end of the phone.”
The success of the helpline will ultimately depend on it being
promoted as widely as possible. The ERA calls for all influencers,
including MPs, voluntary and community organisations and those
responsible for the delivery of services to vulnerable people
to endorse the helpline to ensure its existence is communicated
to those who need it.
For further information please contact:
Oliver Wright, Energy Retail Association 0207 747 5436
Nicola Bowles, Energy Retail Association 07730 898 641
Notes to Editors
| 1. |
The helpline will operate from Monday to Friday
9am to 8pm and at the weekend it will be open on Saturday
from 10am till 3pm. There is a free minicom number which
is 0800 027 2122. For callers whose first language is
not English, the helpline also has access to interpreters. |
| 2. |
*Ofgem – the energy watchdog - commissioned
MORI to research the public’s
awareness of the Priority Service Register and energy efficiency during 2003. |
| 3. |
The helpline will be operated by The essentiagroup
who deliver a wide range of advice and guidance services
for public and private sector clients, including the
Department of Health; the Scottish Executive; and the
British Medical Association. They handle over 6 million
contacts annually for UK and international clients by
using telephone and internet technology. |
| 4. |
The Energy Retail Association (ERA) established
in October 2003 is the only dedicated trade association
for energy suppliers. All the main energy suppliers operating
in the domestic market in Great Britain are members of
the new association. The ERA was set up at the instigation
of the energy supply industry in order to identify areas
where the industry can work together for the common good
without competitive advantage. As part of its work the
ERA seeks to improve the profile of the sector and represent
the interests of energy retailers. |
| 5. |
It is estimated that there are currently over two
million British households in fuel poverty. Vulnerable
customers are under-claiming benefits of, on average, £1200
per year which could help heat their homes. |
| 6. |
The Home Heat Helpline is just one of the initiatives
being introduced by the energy suppliers to help vulnerable
customers. Over the last three years they have spent £300
million and that will more than double to £700
million over the next three years to help tackle fuel
poverty. |
| 7. |
Photos from the launch will be available. If you
require copies please email slyons@barkers-scot.com |
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