Case Studies
Home Heat Helpline
ScottishPower is supporting the Home Heat Helpline, an independent free telephone service that offers help and advice to people struggling to pay their energy bills.
The service, provided by independent company Essentia on behalf of the Energy Retail Association, is funded by ScottishPower and the UK's five other major energy suppliers.
In the five months since the helpline was launched in October 2005 it received more than 27,000 calls - 600 of which were referred to ScottishPower.
The impetus for the helpline came from research conducted by the Energy Retail Association which revealed that 75% of vulnerable customers were not aware of the support already available from their energy supplier - and that only one in three 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 can assist vulnerable people in a number of ways, including:
- 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 Retail 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.
"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 "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."
