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Looking into energy bills and financial support for Hannah

woman leaning on a kitchen worktop holding an energy smart meter

We helped Hannah with her energy account and a full benefit check, resulting in credit on her fuel bill and financial support through Universal Credit.

Hannah*, a private renter in the PR1 area of Preston, contacted Take Charge after experiencing ongoing difficulties with her energy account. When she moved into her property, she was not given an accurate meter reading, and the photos supplied by the landlord were blurred and unclear. As a result, she was incorrectly billed for the previous tenant’s usage.

Hannah tried to resolve this herself by contacting the energy supplier and her landlord but was unable to make progress. This was made worse by the fact that she had no physical access to the meters.

Take Charge advisors helped investigate the issue with the supplier. After reviewing the case, the energy company corrected the account and confirmed £110.58 of credit on her fuel bill.

Hannah also received a full benefit check, which identified additional financial support. She was advised that she could apply for Universal Credit (UC) to help with housing costs and council tax reduction. This was estimated to provide £366.22 per month in UC support and approximately £6.93 per month in council tax reduction.

In addition, Take Charge provided further tailored energy advice, including:

  • the benefits of smart meters
  • understanding heating controls
  • energy-efficient cooking
  • carbon monoxide safety
  • general guidance on managing household energy use.

With the billing issue resolved and new financial support options identified, Hannah reported reduced stress and a noticeable improvement in her wellbeing.

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*Name changed for customer anonymity.

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