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:
Victoria Edmond, Barkers PR 07966 485 301
Nicola Bowles, Energy Retail Association 07730 898 641
Angela Hughes, Barkers PR 0141 248 5030
or angela.hughes@barkers-scot.com
Jason Wassell, Barkers PR 0131 229 7493
or jwassell@barkers-scot.com
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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